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Investigating the role of customers’ perceptions of employee effort and justice in service recovery

Yani-de-Soriano, Mirella; Hanel, Paul H.P.; … - In: European Journal of Marketing 53 (2019) 4, pp. 708-732

Purpose The purpose of this paper is, first, to identify the relationship, if any, between customers’ perceptions of justice (functional element) and employee effort (symbolic element) and their effects on satisfaction and loyalty in the context of service recovery and, second, to determine...

Persistent link: https://www.econbiz.de/10012067903

Factores de éxito de CRM : un estudio exploratorio en el sector bancario español : an exploratory study in the Spanish bank sector

Cambra-Fierro, Jesús; Centeno, Edgar; Olavarría, Ana; … - In: Universia business review : revista trimestral de … 43 (2014), pp. 144-167

Persistent link: https://www.econbiz.de/10010442320

In search of fit or authenticity? : a product-type consumer decision in celebrity brand extensions

Osorio, María Lucila; Centeno, Edgar; Cambra-Fierro, Jesús - In: The journal of product & brand management 31 (2022) 6, pp. 841-853

Persistent link: https://www.econbiz.de/10013407559

The use of communication activities in the development of small to medium-sized enterprise brands

Centeno, Edgar; Hart, Susan - In: Marketing intelligence & planning 30 (2012) 2, pp. 250-265

Persistent link: https://www.econbiz.de/10009570956

The five phases of SME brand-building

Centeno, Edgar; Hart, Susan; Dinnie, Keith - In: The journal of brand management : an international journal 20 (2012/13) 6, pp. 445-457

Persistent link: https://www.econbiz.de/10009766389

The five phases of SME brand-building

Centeno, Edgar; Hart, Susan; Dinnie, Keith - In: The journal of brand management : an international journal 20 (2013) 6, pp. 445-457

Persistent link: https://www.econbiz.de/10010122883

The use of communication activities in the development of small to medium-sized enterprise brands

Centeno, Edgar; Hart, Susan - In: Marketing intelligence & planning 30 (2012) 2, pp. 250-266

Persistent link: https://www.econbiz.de/10009845880