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Measuring experienced emotions during service recovery encounters: construction and assessment of the ESRE scale
Schoefer, Klaus; Diamantopoulos, Adamantios - In: Service Business 2 (2008) 1, pp. 65-81
Persistent link: https://www.econbiz.de/10008515381
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A typology of consumers' emotional response styles during service recovery encounters
Schoefer, Klaus; Diamantopoulos, Adamantios - In: British journal of management : BJM 20 (2009) 3, pp. 292-308
Persistent link: https://www.econbiz.de/10003884232
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The role of emotions in translating perceptions of (in)justice into postcomplaint behavioral responses
Schoefer, Klaus; Diamantopoulos, Adamantios - In: Journal of service research : JSR 11 (2008/09) 1, pp. 91-103
Persistent link: https://www.econbiz.de/10003750022
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Measuring experienced emotions during service recovery encounters : construction and assessment of the ESRE scale
Schoefer, Klaus; Diamantopoulos, Adamantios - In: Service business : an international journal 2 (2008) 1, pp. 65-81
Persistent link: https://www.econbiz.de/10003692368
Cover Image
A Typology of Consumers' Emotional Response Styles during Service Recovery Encounters
Schoefer, Klaus; Diamantopoulos, Adamantios - In: British journal of management : BJM 20 (2009) 3, pp. 292-308
Persistent link: https://www.econbiz.de/10008283845
Cover Image
Measuring experienced emotions during service recovery encounters : construction and assessment of the ESRE scale
Schoefer, Klaus; Diamantopoulos, Adamantios - In: Service business : an international journal 2 (2008) 1, pp. 65-81
Persistent link: https://www.econbiz.de/10009062441