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A DIP-construct of perceived justice in negative service encounters and complaint handling in the Norwegian tourism industry
Svari, Sander; Svensson, Göran; Slåtten, Terje; … - In: Managing service quality : MSQ ; an international journal 20 (2010) 1, pp. 26-45
Persistent link: https://www.econbiz.de/10003940603
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Complex service recovery processes : how to avoid triple deviation
Edvardsson, Bo; Tronvoll, Bård; Höykinpuro, Ritva - In: Managing service quality : MSQ ; an international journal 21 (2011) 4, pp. 331-349
Persistent link: https://www.econbiz.de/10009266595
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Show you care : initiating co-creation in service recovery
Xu, Yingzi; Marshall, Roger; Edvardsson, Bo; Tronvoll, Bård - In: Journal of service management 25 (2014) 3, pp. 369-387
Persistent link: https://www.econbiz.de/10010384971
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Recovering service failure through resource integration
Xu, Yingzi; Tronvoll, Bård; Edvardsson, Bo - In: The service industries journal 34 (2014) 16, pp. 1253-1271
Persistent link: https://www.econbiz.de/10010492121
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A SOS construct of negative emotions in customers' service experience (CSE) and service recovery by firms (SRF)
Svari, Sander; Slåtten, Terje; Svensson, Göran; … - In: The journal of services marketing 25 (2011) 5, pp. 323-335
Persistent link: https://www.econbiz.de/10009272255
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Justice (is not the same) for all : the role of relationship activity for post-recovery outcomes
Arsenovic, Jasenko; De Keyser, Arne; Edvardsson, Bo; … - In: Journal of business research : JBR 134 (2021), pp. 342-351
Persistent link: https://www.econbiz.de/10012643777
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Money for nothing : the impact of compensation on customers' bad-mouthing in service recovery encounters
Arsenovic, Jasenko; Edvardsson, Bo; Otterbring, Tobias; … - In: Marketing letters : a journal of research in marketing 34 (2023) 1, pp. 69-82
Persistent link: https://www.econbiz.de/10014265992