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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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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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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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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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Does relationship quality matter in e-services? : a comparison of online and offline retailing
Walsh, Gianfranco; Hennig-Thurau, Thorsten; Sassenberg, Kai - In: Journal of retailing and consumer services 17 (2010) 2, pp. 130-142
Persistent link: https://www.econbiz.de/10003956373
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Der Einfluss von Dienstleistungsqualität auf Kundenzufriedenheit im Retail Banking
Walsh, Gianfranco; Koot, Christian; Wiedmann, Klaus-Peter - In: Jahrbuch der Absatz- und Verbrauchsforschung 52 (2006) 2, pp. 166-180
Persistent link: https://www.econbiz.de/10003358017
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Customer perceptions of discrimination in service deliveries : construction and validation of a measurement instrument
Klinner, Nicole S.; Walsh, Gianfranco - In: Journal of business research : JBR 66 (2013) 5, pp. 651-658
Persistent link: https://www.econbiz.de/10009734847
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Service nepotism in the marketplace?
Rosenbaum, Mark S.; Walsh, Gianfranco - In: British journal of management : BJM 23 (2012) 2, pp. 241-256
Persistent link: https://www.econbiz.de/10009564817