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Discovering the "customer annoyance iceberg" through evidence controlling

Stauss, Bernd; Seidel, Wolfgang - In: Service business : an international journal 2 (2008) 1, pp. 33-45

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The dark side of customer co-creation : exploring the consequences of failed co-created services

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Foreign or domestic : who provides better customer service?

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The impact of service failure on brand credibility

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To tweet or not to tweet? : exploring the effectiveness of service recovery strategies using social media

Fan, Ying; Niu, Run Hong - In: International journal of operations & production … 36 (2016) 9, pp. 1014-1036

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Balancing reactions and actions between service receivers and service providers to resolve service failures

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What passengers did not expect when their flight was overbooked

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The effect of service failure severity on brand forgiveness : the moderating role of interpersonal attachment styles and thinking styles

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Service mega-disruptions : a conceptual model and research agenda

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Dual influences of moderating variables in the dissatisfaction process : theory and evidence

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