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The role of cognition and affect in the formation of customer satisfaction judgements concerning service recovery encounters
Schoefer, Klaus - In: Journal of consumer behaviour : an international … 7 (2008) 3, pp. 210-221
Persistent link: https://www.econbiz.de/10003740930
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Cultural moderation in the formation of recovery satisfaction judgments : a cognitive-affective perspective
Schoefer, Klaus - In: Journal of service research : JSR 13 (2010) 1, pp. 52-66
Persistent link: https://www.econbiz.de/10003959016
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Measuring experienced emotions during service recovery encounters : construction and assessment of the ESRE scale
Schoefer, Klaus; Diamantopoulos, Adamantios - In: Service business : an international journal 2 (2008) 1, pp. 65-81
Persistent link: https://www.econbiz.de/10003692368
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The moderating effect of cultural value orientations on behavioral responses to dissatisfactory service experiences
Schoefer, Klaus; Wäppling, Anders; Heirati, Nima; … - In: Journal of retailing and consumer services 48 (2019), pp. 247-256
Persistent link: https://www.econbiz.de/10012001303
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The dark side of customer participation : when customer participation in service co-development leads to role stress
Blut, Markus; Heirati, Nima; Schoefer, Klaus - In: Journal of service research 23 (2020) 2, pp. 156-173
Persistent link: https://www.econbiz.de/10012216513
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Student-to-student interactions in marketing education : a critical incident technique-based inquiry into drivers of students' (dis)satisfaction
Gnusowski, Marek; Schoefer, Klaus - In: Journal of marketing education : JME 44 (2022) 1, pp. 25-40
Persistent link: https://www.econbiz.de/10013268039
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Is customer participation always good in service recovery? : the moderating role of customers' positive psychological capital
Alotaibi, Meteb Naif; Chaouali, Walid; Hammami, Samiha … - In: International journal of bank marketing 41 (2023) 3, pp. 457-484
Persistent link: https://www.econbiz.de/10014267032