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Can online service recovery interventions benignly alter customers' negative review evaluations? : evidence from the hotel industry
Sreejesh, S.; Anusree, M. R.; Ponnam, Abhilash - In: Journal of hospitality marketing & management 28 (2019) 6, pp. 711-742
Persistent link: https://www.econbiz.de/10012176682
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Managing customers' undesirable responses towards hospitality service brands during service failure : the moderating role of other customer perception
Sarkar, Abhigyan; Sarkar, Juhi Gahlot; Sreejesh, S. - In: International journal of hospitality management 94 (2021), pp. 1-14
Persistent link: https://www.econbiz.de/10012495095
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Addressing service failure and initiating service recovery in online platforms : literature review and research agenda
Manu C; Sreejesh, S. - In: Journal of strategic marketing 29 (2021) 8, pp. 658-689
Persistent link: https://www.econbiz.de/10012653604
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Tell us your concern, and we shall together address! : role of service booking channels and brand equity on post-failure outcomes
Manu C; Sreejesh, S.; Paul, Justin - In: International journal of hospitality management 96 (2021), pp. 1-13
Persistent link: https://www.econbiz.de/10012585701
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Resolving complaints online : development and validation of customers' perceived webcare scale
Sreejesh, S.; Paul, Justin; Unnithan, Anandakuttan B. - In: Journal of strategic marketing 30 (2022) 3, pp. 260-280
Persistent link: https://www.econbiz.de/10013284044