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When demographic differences exist: an analysis of service failure and recovery among diverse participants
Chung-Herrera, Beth G.; Gonzalez, Gabriel R.; Hoffman, … - In: The journal of services marketing 24 (2010) 2/3, pp. 128-141
Persistent link: https://www.econbiz.de/10003990883
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The service hand-off: effects of multivendor service performance on customer satisfaction : an experimental study
Allred, Chad R.; Money, R. Bruce - In: The journal of services marketing 24 (2010) 2/3, pp. 183-195
Persistent link: https://www.econbiz.de/10003990917
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Consumer reaction to service failure and recovery : the moderating role of attitude toward complaining
Matos, Celso Augusto de; Rossi, Carlos Alberto Vargas; … - In: The journal of services marketing 23 (2009) 7, pp. 462-475
Persistent link: https://www.econbiz.de/10009525711
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Betrayal? : relationship quality implications in service recovery
Holloway, Betsy Bugg; Wang, Sijun; Beatty, Sharon E. - In: The journal of services marketing 23 (2009) 6, pp. 385-396
Persistent link: https://www.econbiz.de/10009525724
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Job resourcefulness, symptoms of burnout and service recovery performance : an examination of call centre frontline employees
Ashill, Nicholas J.; Rod, Michel; Thirkell, Peter; … - In: The journal of services marketing 23 (2009) 5, pp. 338-350
Persistent link: https://www.econbiz.de/10009525730
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Foreign or domestic : who provides better customer service?
Poddar, Amit; Ozcan, Timucin; Madupalli, Ramana Kumar - In: The journal of services marketing 29 (2015) 2, pp. 124-136
Persistent link: https://www.econbiz.de/10011343386
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Overcompensating for severe service failure : perceived fairness and effect on negative word-of-mouth intent
Noone, Breffni M. - In: The journal of services marketing 26 (2012) 5, pp. 342-351
Persistent link: https://www.econbiz.de/10009629143
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The impact of corporate social responsibility (CSR) and customer trust on the restoration of loyalty after service failure and recovery
Choi, Beom Joon; La, Suna - In: The journal of services marketing 27 (2013) 3, pp. 223-233
Persistent link: https://www.econbiz.de/10009761808
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Customer reactions to service failure and recovery in the banking industry : the influence of switching costs
Matos, Celso Augusto de; Henrique, Jorge Luiz; Rosa, … - In: The journal of services marketing 27 (2013) 7, pp. 526-538
Persistent link: https://www.econbiz.de/10010231177
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Retrospective: tracking service failures and employee recovery efforts
Hoffman, K. Douglas; Kelley, Scott W.; Rotalsky, Holly M. - In: The journal of services marketing 30 (2016) 1, pp. 7-10
Persistent link: https://www.econbiz.de/10011445577