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Examining antecedents of reconciliation following service failure and recovery

Radu, Alexandru; Surachartkumtonkun, Jiraporn; Weaven, Scott - In: Journal of strategic marketing 28 (2020) 5, pp. 417-433

Persistent link: https://www.econbiz.de/10012313910

A meta-analysis on peer-to-peer accommodation adoption

Ashaduzzaman, Md; Weaven, Scott; Ross, Mitchell; … - In: Psychology & marketing 40 (2023) 12, pp. 2504-2525

Persistent link: https://www.econbiz.de/10014432489

Relationship outcomes following a service failure : the role of agent likability

Radu, Alexandru; Quach, Sara; Thaichon, Park; … - In: Asia Pacific journal of marketing and logistics 35 (2023) 2, pp. 364-379

Persistent link: https://www.econbiz.de/10013553058

Franchisee advisory councils and justice : franchisees finding their voice

Grace, Anthony; Frazer, Lorelle; Weaven, Scott; … - In: Journal of strategic marketing 30 (2022) 2, pp. 201-220

Persistent link: https://www.econbiz.de/10013170060

Empathy and apology : the effectiveness of recovery strategies

Radu, Alexandru Gabriel; Arli, Denni; … - In: Marketing Intelligence & Planning 37 (2019) 4, pp. 358-371

Purpose: The purpose of this paper is to examine the role of empathy and apology in service recovery, and more specifically, establish how these factors promote positive service outcomes, typified by reconciliation and mitigate negative occurrences, characterised by customer retaliation and...

Persistent link: https://www.econbiz.de/10012078333

Hybrid sales structures in the age of e-commerce

Thaichon, Park; Surachartkumtonkun, Jiraporn; Quach, Sara; … - In: The journal of personal selling & sales management : JPSSM 38 (2018) 3, pp. 277-302

Persistent link: https://www.econbiz.de/10011963025