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Why didn't it work out? : the effects of attributions on the efficacy of recovery strategies
Iglesias Argu͏̈elles, Víctor; Varela-Neira, Conceptión - In: Journal of service theory and practice : JSTP 25 (2015) 6, pp. 700-724
Persistent link: https://www.econbiz.de/10011392207
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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. 88-112
Persistent link: https://www.econbiz.de/10008696425
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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. 45-68
Persistent link: https://www.econbiz.de/10003964392
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Effects of complaint management on loyalty versus probability of ending relationship
Suárez-Álvarez, Leticia; Díaz-Martín, Ana Maria; … - In: Advances in tourism destination marketing, (pp. 244-254). 2010
Persistent link: https://www.econbiz.de/10003997867
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Service recovery, satisfaction and behaviour intentions : analysis of compensation and social comparison communication strategies
Vázquez Casielles, Rodolfo; Iglesias Argu͏̈elles, Víctor - In: The service industries journal 32 (2012) 1/2, pp. 83-103
Persistent link: https://www.econbiz.de/10009427705
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The effects of customer age and recovery strategies in a service failure setting
Varela Neira, Concepción; Vázquez Casielles, Rodolfo; … - In: Journal of financial services marketing : JFSM 15 (2010/11) 1, pp. 32-48
Persistent link: https://www.econbiz.de/10009562579
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Analysis of the role of complaint management in the context of relationship marketing
Suárez Álvarez, Leticia; Vázquez Casielles, Rodolfo; … - In: Journal of marketing management : MM 27 (2011) 1/2, pp. 143-164
Persistent link: https://www.econbiz.de/10008841666
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Perceived justice of service recovery strategies : impact on customer satisfaction and quality relationship
Vázquez Casielles, Rodolfo; Álvarez, Leticia Suárez; … - In: Psychology & marketing 27 (2010) 5, pp. 487-509
Persistent link: https://www.econbiz.de/10003972422
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Co-creation and service recovery process communication : effects on satisfaction, repurchase intentions, and word of mouth
Vázquez Casielles, Rodolfo; Iglesias Argu͏̈elles, Víctor - In: Service business 11 (2017) 2, pp. 321-343
Persistent link: https://www.econbiz.de/10011732372