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An integrated service recovery system (ISRS): Influence on knowledge-intensive business services performance
Santos-Vijande, María Leticia; Díaz-Martín, Ana María; … - In: European journal of marketing : EJM 47 (2013) 5, pp. 934-963
Persistent link: https://www.econbiz.de/10010132244
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The Word of Mouth Dynamic: How Positive (and Negative) WOM Drives Purchase Probability: An Analysis of Interpersonal and Non-Interpersonal Factors
Vázquez-Casielles, Rodolfo; Suárez-Álvarez, Leticia; … - In: Journal of advertising research 53 (2013) 1, pp. 43-60
Persistent link: https://www.econbiz.de/10010105389
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TRIBUNA DE ECONOMÍA Configuración de un Sistema Integral de Recuperación del Servicio (SIRS): aplicación en empresas de servicios industriales
Leticia Santos-Vijande, María; María Díaz-Martín, Ana; … - In: Información comercial española : ICE ; revista de … (2010) 856, pp. 103-123
Persistent link: https://www.econbiz.de/10008767051
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The brand management system and service firm competitiveness
Santos-Vijande, María Leticia; del Río-Lanza, Ana Belén - In: Journal of business research : JBR 66 (2013) 2, pp. 148-157
Persistent link: https://www.econbiz.de/10010054593
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Satisfaction with service recovery: Perceived justice and emotional responses
del Río-Lanza, Ana Belén; Vázquez-Casielles, Rodolfo; … - In: Journal of business research : JBR 62 (2009) 8, pp. 775-781
Persistent link: https://www.econbiz.de/10008250658
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Satisfaction with service recovery: Perceived justice and emotional responses
del Río-Lanza, Ana Belén; Vázquez-Casielles, Rodolfo - In: Journal of business research : JBR 62 (2009) 8, pp. 775-782
Persistent link: https://www.econbiz.de/10008895066
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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
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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. 45-69
Persistent link: https://www.econbiz.de/10008386131
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Perceived justice of service recovery strategies: Impact on customer satisfaction and quality relationship This research was carried out within the framework of the research projec...
Vázquez-Casielles, Rodolfo; Suárez Álvarez, Leticia; … - In: Psychology & marketing 27 (2010) 5, pp. 487-510
Persistent link: https://www.econbiz.de/10008402946
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Organizational learning and market orientation: interface and effects on performance
Santos-Vijande, María Leticia; Sanzo-Pérez, María José - In: Industrial marketing management : the international … 34 (2005) 3, pp. 187-202
Persistent link: https://www.econbiz.de/10007782393