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Timeliness, transparency, and trust : a framework for managing online customer complaints
Stevens, Jennifer L.; Spaid, Brian I.; Breazeale, Michael; … - In: Business horizons 61 (2018) 3, pp. 375-384
Persistent link: https://www.econbiz.de/10011866294
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Engaging the avatar : the effects of authenticity signals during chat-based service recoveries
Esmark Jones, Carol L.; Hancock, Tyler; Kazandjian, Brett; … - In: Journal of business research : JBR 144 (2022), pp. 703-716
Persistent link: https://www.econbiz.de/10013185032
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Service failure and recovery in using technology-based self-service : effects on user attributions and satisfaction
Dabholkar, Pratibha A.; Spaid, Brian I. - In: The service industries journal 32 (2012) 9, pp. 1415-1432
Persistent link: https://www.econbiz.de/10009579525
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How do Machiavellianism, narcissism and psychopathy tendencies influence consumer avoidance and revenge-seeking following a service failure?
Hancock, Tyler; Waites, Stacie F.; Johnson, Catherine M.; … - In: Journal of consumer marketing 40 (2023) 6, pp. 721-733
Persistent link: https://www.econbiz.de/10014332331
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Giving back the "self" in self service : customer preferences in self-service failure recovery
Collier, Joel E.; Breazeale, Michael; White, Allyn - In: The journal of services marketing 31 (2017) 6, pp. 604-617
Persistent link: https://www.econbiz.de/10011801633