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Investigating customer-oriented deviance (COD) from a frontline employee's perspective

Leo, Cheryl; Russell-Bennett, Rebekah - In: Journal of marketing management : MM 28 (2012) 7/8, pp. 865-886

Persistent link: https://www.econbiz.de/10009577003

The role of affect in consumer evaluation of health care services

Ng, Sandy; Russell-Bennett, Rebekah - In: Health marketing quarterly 32 (2015) 1, pp. 31-47

Persistent link: https://www.econbiz.de/10011289343

Developing a multidimensional scale of customer-oriented deviance (COD)

Leo, Cheryl; Russell-Bennett, Rebekah - In: Journal of business research : JBR 67 (2014) 6, pp. 1218-1225

Persistent link: https://www.econbiz.de/10010365146

The impact of service failure on brand credibility

Bougoure, Ursula Sigrid; Russell-Bennett, Rebekah; … - In: Journal of retailing and consumer services 31 (2016), pp. 62-71

Persistent link: https://www.econbiz.de/10011528525

Just what the doctor ordered? : investigating the impact of health service quality on consumer misbehaviour

Greer, Dominique A.; Russell-Bennett, Rebekah; Tombs, … - In: Australasian marketing journal 22 (2014) 3, pp. 257-267

Persistent link: https://www.econbiz.de/10010427954

The card centric distribution of financial services: a comparison of Japan and the UK

Worthington, Steve - In: International Journal of Bank Marketing 16 (1998) 5, pp. 211-220

Considers distribution in the financial services. Financial services providers face a wide choice in the combinations of channels that they can employ to market their products. Asserts that plastic cards are increasingly replacing paper cheques and credits and have become a key channel of...

Persistent link: https://www.econbiz.de/10014760306

Customer retaliation at the employee-customer interface

Keefe, Dominique A.; Russell-Bennett, Rebekah; Tombs, … - In: Journal of management & organization : journal of … 14 (2008) 4, pp. 438-450

Persistent link: https://www.econbiz.de/10003771979

Patient influences on satisfaction and loyalty for GP services

Rundle-Thiele, Sharyn; Russell-Bennett, Rebekah - In: Health marketing quarterly 27 (2010/11) 2, pp. 195-214

Persistent link: https://www.econbiz.de/10003985111