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The impact of service scripts on customer citizenship behavior and the moderating role of employee customer orientation
Nguyen, Helena; Groth, Markus; Walsh, Gianfranco; … - In: Psychology & marketing 31 (2014) 12, pp. 1096-1109
Persistent link: https://www.econbiz.de/10010465120
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Customer ethnic bias in service encounters
Linzmajer, Marc; Brach, Simon; Walsh, Gianfranco; … - In: Journal of service research 23 (2020) 2, pp. 194-210
Persistent link: https://www.econbiz.de/10012216633
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Perceptions of group versus individual service failures and their effects on customer outcomes : the role of attributions and customer entitlement
Albrecht, Arne Keno; Walsh, Gianfranco; Beatty, Sharon E. - In: Journal of service research : JSR 20 (2017) 2, pp. 188-203
Persistent link: https://www.econbiz.de/10011684846
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Customer integration, fairness perceptions, and silent endurance in digital versus human service interactions
Schaarschmidt, Mario; Walsh, Gianfranco; Dose, David; … - In: European management journal 41 (2023) 1, pp. 34-46
Persistent link: https://www.econbiz.de/10014281789
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The effect of compensation size on recovery satisfaction after group service failures: the role of group versus individual service recovery
Albrecht, Arne Keno; Schäfers, Tobias; Walsh, Gianfranco; … - In: Journal of service research 22 (2019) 1, pp. 60-74
Persistent link: https://www.econbiz.de/10012005769
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Digital presence in service recovery : the interactive effect of customer salutations and employee photographs in email signatures
Walsh, Gianfranco; Shiu, Edward; Schaarschmidt, Mario; … - In: Psychology & marketing 39 (2022) 12, pp. 2361-2383
Persistent link: https://www.econbiz.de/10013465198
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Family allowances as reverse retail discrimination
Rosenbaum, Mark S.; Walsh, Gianfranco; Wozniak, Richard - In: International journal of retail & distribution management 40 (2012) 5, pp. 342-359
Persistent link: https://www.econbiz.de/10009568099
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The effect of consumer confusion proneness on word of mouth, trust, and customer satisfaction
Walsh, Gianfranco; Mitchell, Vincent-Wayne - In: European journal of marketing : EJM 44 (2010) 6, pp. 838-859
Persistent link: https://www.econbiz.de/10003989148
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The influence of service employees and other customers on customer unfriendliness : a social norms perspective
Albrecht, Arne Keno; Walsh, Gianfranco; Brach, Simon; … - In: Journal of the Academy of Marketing Science 45 (2017) 6, pp. 827-847
Persistent link: https://www.econbiz.de/10011779535
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Customer interaction and innovation in hybrid offerings : investigating moderation and mediation effects for goods and services innovation
Schaarschmidt, Mario; Walsh, Gianfranco; Evanschitzky, … - In: Journal of service research : JSR 21 (2018) 1, pp. 119-134
Persistent link: https://www.econbiz.de/10011855783