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Understanding the role of complaint handling on consumer loyalty in service relationships

Rothenberger, Sandra; Grewal, Dhruv; Iyer, Gopalkrishnan R. - In: Journal of relationship marketing : innovations & … 7 (2008) 4, pp. 359-376

Persistent link: https://www.econbiz.de/10003807761

Complaint de-escalation strategies on social media

Herhausen, Dennis; Grewal, Lauren; Cummings, Krista Hill; … - In: Journal of marketing 87 (2023) 2, pp. 210-231

Persistent link: https://www.econbiz.de/10014245084

The effect of compensation on repurchase intentions in service recovery

Grewal, Dhruv; Roggeveen, Anne L.; Tsiros, Michael - In: Journal of retailing 84 (2008) 4, pp. 424-434

Persistent link: https://www.econbiz.de/10003794937

Fix it or leave it? : customer recovery from self-service technology failures

Zhu, Zhen; Nakata, Cheryl; Sivakumar, K.; Grewal, Dhruv - In: Journal of retailing 89 (2013) 1, pp. 15-29

Persistent link: https://www.econbiz.de/10009732748

Understanding the co-creation effect : when does collaborating with customers provide a lift to service recovery?

Roggeveen, Anne L.; Tsiros, Michael; Grewal, Dhruv - In: Journal of the Academy of Marketing Science 40 (2012) 6, pp. 771-790

Persistent link: https://www.econbiz.de/10009679038

The Effect of Compensation on Repurchase Intentions in Service Recovery

Grewal, Dhruv - 2016

To explore when the presence of compensation enhances repurchase intentions after a service failure, the authors use an experimental procedure and evaluate the impact of compensation in different stability and locus of responsibility conditions. Findings from three studies using scenarios from...

Persistent link: https://www.econbiz.de/10012994823