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Lack of preferential treatment : effects on dissatisfaction after a service failure

Varela Neira, Concepción; Vázquez Casielles, Rodolfo; … - In: Journal of service management 21 (2010) 1, pp. 45-68

Persistent link: https://www.econbiz.de/10003964392

Service recovery, satisfaction and behaviour intentions: analysis of compensation and social comparison communication strategies

Vázquez-Casielles, Rodolfo; Iglesias, Víctor; … - In: The Service Industries Journal 32 (2010) 1, pp. 83-103

In the marketing literature, there is a great interest in learning how companies should behave after a service failure. From this perspective, different service recovery strategies have been proposed. This experimental study of the airline industry deals with this topic, indicating the benefits...

Persistent link: https://www.econbiz.de/10010973468

Explaining customer satisfaction with complaint handling

Varela-Neira, Concepción; Vázquez-Casielles, Rodolfo; … - In: The international journal of bank marketing : IJBM 28 (2010) 2, pp. 88-113

Persistent link: https://www.econbiz.de/10008383966

Lack of preferential treatment: effects on dissatisfaction after a service failure

Varela-Neira, Concepción; Vázquez-Casielles, Rodolfo; … - In: Journal of service management 21 (2010) 1, pp. 45-69

Persistent link: https://www.econbiz.de/10008386131