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Customer forgiveness of unsatisfactory service : manifestations and antecedents

Yagil, Dana; Luria, Gil - In: Service business 10 (2016) 3, pp. 557-579

Persistent link: https://www.econbiz.de/10011722357

There is no dark side of customer aggression : it's all dark

Yagil, Dana - In: Journal of marketing management : MM 33 (2017) 15/16, pp. 1413-1420

Persistent link: https://www.econbiz.de/10011850424

Service with a conscience : moral dilemmas in customer service roles

Yagil, Dana; Shultz, Tamar - In: Journal of service theory and practice : JSTP 27 (2017) 3, pp. 689-711

Persistent link: https://www.econbiz.de/10011707303

Self‐serving attributions and burnout among service employees

Yagil, Dana; Ben‐Zur, Hasida - In: International Journal of Organizational Analysis 17 (2009) 4, pp. 320-338

Purpose – The purpose of this paper is to explore the role of self‐serving attributions by service providers in reaction to customers' perceived negative and positive behaviors. Design/methodology/approach – Questionnaires are completed by 398 service providers. Findings – The...

Persistent link: https://www.econbiz.de/10014787183

The effect of customer social status and dissatisfaction on service performance

Yagil, Dana; Medler-Liraz, Hana - In: Service business 13 (2019) 1, pp. 153-169

Persistent link: https://www.econbiz.de/10011965888