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When Does the Service Process Matter? A Test of Two Competing Theories
Hui, Michael K.; Zhao, Xiande; Fan, Xiucheng; Au, Kevin - In: Journal of consumer research : JCR ; an … 31 (2004) 2, pp. 465-475
Persistent link: https://www.econbiz.de/10006645528
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An experimental investigation of the role of face in service failure and recovery encounters
Du, Jiangang; Fan, Xiucheng; Feng, Tianjun - In: The journal of consumer marketing 27 (2010) 7, pp. 584-594
Persistent link: https://www.econbiz.de/10008721504
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Globalization of Local Retailing: Threat or Opportunity? The Case of Food Retailing in Guilin, China
Polsa, Pia; Fan, Xiucheng - In: Journal of macromarketing : examining the interactions … 31 (2011) 3, pp. 291-312
Persistent link: https://www.econbiz.de/10009331881
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Multiple emotional contagions in service encounters
Du, Jiangang; Fan, Xiucheng; Feng, Tianjun - In: Journal of the Academy of Marketing Science 39 (2011) 3, pp. 449-467
Persistent link: https://www.econbiz.de/10008994040