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Managing expectations : explaining and influencing post-purchase evaluations and return intentions in online retailing
Hellemann, Niklas Jan - 2017
Persistent link: https://www.econbiz.de/10011705406
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Triggers and inhibitors of illegitimate customer complaining behavior : anecdotes from frontline employees in the hospitality industry
Huang, Zhuowei; Zhao, Chen; Miao, Li; Fu, Xiaoxiao - In: International journal of contemporary hospitality management 26 (2014) 4, pp. 544-571
Persistent link: https://www.econbiz.de/10010387391
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"From fail to prevail" : how a salesperson's communication sentiment influences consumer forgiveness in service failures focusing on the role of consumer self-construal
Luo, Jieqiong; Yoo, Je Eun; Park, Jeong Eun - In: Journal of global scholars of marketing science : … 34 (2024) 2, pp. 231-252
Persistent link: https://www.econbiz.de/10014511630
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The effects of customer age and recovery strategies in a service failure setting
Varela Neira, Concepción; Vázquez Casielles, Rodolfo; … - In: Journal of financial services marketing : JFSM 15 (2010/11) 1, pp. 32-48
Persistent link: https://www.econbiz.de/10009562579
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Why are Generation Y consumers the most likely to complain and repurchase?
Soares, Raquel Reis; Zhang, Ting Ting; Proença, João F.; … - In: Journal of service management 28 (2017) 3, pp. 520-540
Persistent link: https://www.econbiz.de/10011758761
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Negative Emotionen: Neue Konzeptionen, empirische Studien und Implikationen für das Marketing
Papen, Marie-Christin - 2017
Persistent link: https://www.econbiz.de/10012006323
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Understanding antecedents and moderators of post-complaint customer purchase behavior in online retailing
Aswege, Frederike von - 2020
Persistent link: https://www.econbiz.de/10012403851
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The influence of individual mindsets towards product returns on consumer behavior in e-commerce
Zhu, Jingnan - 2018
Persistent link: https://www.econbiz.de/10011957566
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Analyzing service failures when shopping for supplements online among college students
Uitz, Thomas O.; Jančíková, Eva - In: Management : journal of contemporary management issues 27 (2022) 1, pp. 17-30
Persistent link: https://www.econbiz.de/10013502509
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The effects of facial attractiveness and gender on customer evaluations during a Web-video sales encounter
McColl, Rod; Truong, Yann - In: The journal of personal selling & sales management : JPSSM 33 (2013) 1, pp. 117-128
Persistent link: https://www.econbiz.de/10009716745