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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
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Customer rage : triggers, tipping points, and take-outs
Patterson, Paul G.; McColl-Kennedy, Janet R.; Smith, Amy K. - In: California management review 52 (2009/10) 1, pp. 6-28
Persistent link: https://www.econbiz.de/10003960175
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Unpacking customer rage elicitation : a dynamic model
Surachartkumtonkun, Jiraporn; McColl-Kennedy, Janet R.; … - In: Journal of service research : JSR 18 (2015) 2, pp. 177-192
Persistent link: https://www.econbiz.de/10011283710
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Customer rage back-story : linking needs-based cognitive appraisal to service failure type
Surachartkumtonkun, Jiraporn; Patterson, Paul G.; … - In: Journal of retailing 89 (2013) 1, pp. 72-87
Persistent link: https://www.econbiz.de/10009732740
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An extended service recovery model : the moderating impact of temporal sequence of events
Prasongsukarn, Kriengsin; Patterson, Paul G. - In: The journal of services marketing 26 (2012) 7, pp. 510-520
Persistent link: https://www.econbiz.de/10009672300
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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