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Strategies to offset performance failures : the role of brand equity

Brady, Michael K.; Cronin, J. J.; Fox, Gavin L.; Roehm, … - In: Journal of retailing 84 (2008) 2, pp. 151-164

Persistent link: https://www.econbiz.de/10003744296

Customer rage episodes : emotions, expressions and behaviors

McColl-Kennedy, Janet R.; Patterson, Paul G.; Smith, Amy K. - In: Journal of retailing 85 (2009) 2, pp. 222-237

Persistent link: https://www.econbiz.de/10003870743

One firm’s loss is another’s gain : capitalizing on other firms’ service failures

Allen, Alexis M.; Brady, Michael K.; Robinson, Stacey G.; … - In: Journal of the Academy of Marketing Science 43 (2015) 5, pp. 648-662

Persistent link: https://www.econbiz.de/10011340264

Religious affilliation : buffering negative reactions to service failures

Cowart, Kelly O.; Ramirez, Edward; Brady, Michael K. - In: The journal of services marketing 28 (2014) 1, pp. 1-9

Persistent link: https://www.econbiz.de/10010343445

Geysers or bubbling hot springs? : a cross-cultural examination of customer rage from Eastern and Western perspectives

Patterson, Paul G.; Brady, Michael K.; McColl-Kennedy, … - In: Journal of service research : JSR 19 (2016) 3, pp. 243-259

Persistent link: https://www.econbiz.de/10011665370

A customer scorned : effects of employee reprimands in frontline service encounters

Pugh, Harrison B.; Brady, Michael K.; Hopkins, Lucas M. - In: Journal of service research : JSR 21 (2018) 2, pp. 219-234

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The role of consumer engagement in recovering online service failures : an application of service-dominant logic

Islam, Jamid Ul; Rahman, Zillur; Hollebeek, Linda D. - In: Handbook of research on customer engagement, (pp. 456-469). 2019

Persistent link: https://www.econbiz.de/10013163406

Proactive service recovery performance in emerging (vs. developed) market-based firms : the role of clients’ cultural orientation

Bakhsh, Naghmeh Nik; Hollebeek, Linda D.; … - In: Organizations and markets in emerging economies 14 (2023) 2/28, pp. 260-285

Though service recovery plays a key role in industrial clients' post-recovery supplier evaluations, the impact of customers' cultural orientation on the effectiveness of supplier-instigated proactive recovery (i.e., a supplier's recovery efforts before clients notice/complain) remains tenuous,...

Persistent link: https://www.econbiz.de/10014534780