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Moderating effect of discriminatory attributions on repatronage intentions

Baker, Thomas L.; Meyer, Tracy - In: Journal of retailing and consumer services 19 (2012) 2, pp. 211-217

Persistent link: https://www.econbiz.de/10009522453

Cultural impacts on felt and expressed emotions and third party complaint relationships

Baker, Thomas L.; Meyer, Tracy; Chebat, Jean-Charles - In: Journal of business research : JBR 66 (2013) 7, pp. 816-822

Persistent link: https://www.econbiz.de/10009756908

An examination of frontline employee-customer incidental similarities in service failure and recovery contexts

Lindsey-Hall, Kristina K.; Jaramillo, Susana; Baker, … - In: Psychology & marketing 40 (2023) 6, pp. 1047-1060

Persistent link: https://www.econbiz.de/10014291713

Explanation information and source in service recovery initiatives

Baker, Thomas; Meyer, Tracy - In: The journal of services marketing 28 (2014) 4, pp. 311-318

Persistent link: https://www.econbiz.de/10010411912

Individual differences in perceptions of service failure and recovery : the role of race and discriminatory bias

Baker, Thomas L.; Meyer, Tracy; Johnson, James D. - In: Journal of the Academy of Marketing Science 36 (2008) 4, pp. 552-564

Persistent link: https://www.econbiz.de/10003800598

Individual Differences in Perceptions of Service Failure and Recovery : The Role of Race and Discriminatory Bias

Baker, Thomas L.; Meyer, Tracy; Johnson, James D. - 2010

[enter Abstract Body]This article investigates the role of contextual cues in the evaluation of a service failure. Empirical data demonstrates that although discrimination is a factor in the evaluation of a service failure for black (vs. white) customers, contextual cues also play a role in the...

Persistent link: https://www.econbiz.de/10014195635