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Do ongoing relationships buffer the effects of service recovery on customers̕ trust and loyalty?
Santos, Cristiane Pizzutti dos; Basso, Kenny - In: The international journal of bank marketing : IJBM 30 (2012) 3, pp. 168-192
Persistent link: https://www.econbiz.de/10009553733
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Trust recovery following a double deviation
Basso, Kenny; Santos, Cristiane Pizzutti dos - In: Journal of service research : JSR 19 (2016) 2, pp. 209-223
Persistent link: https://www.econbiz.de/10011485447
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Whom do customers blame for a service failure? : effects of thought speed on causal locus attribution
Pacheco, Natália Araújo; Geuens, Maggie; Santos, … - In: Journal of retailing and consumer services 40 (2018), pp. 60-65
Persistent link: https://www.econbiz.de/10011801745
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Consumer discrimination in service recovery situations
Rohden, Simoni F.; Santos, Cristiane Pizzutti dos - In: Marketing intelligence & planning 41 (2023) 3, pp. 293-309
Persistent link: https://www.econbiz.de/10014312978