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The mall as bazaar : how kiosks influence consumer shopping behaviour

Runyan, Rodney; Kim, Jung-hwan; Baker, Julie - In: Journal of marketing management : MM 28 (2012) 1/2, pp. 85-102

Persistent link: https://www.econbiz.de/10009489009

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

The effects of service on multichannel retailers' brand equity

White, Ryan C.; Joseph-Mathews, Sacha; Voorhees, Clay M. - In: The journal of services marketing 27 (2013) 4, pp. 259-270

Persistent link: https://www.econbiz.de/10009788860

Engaging the avatar : the effects of authenticity signals during chat-based service recoveries

Esmark Jones, Carol L.; Hancock, Tyler; Kazandjian, Brett; … - In: Journal of business research : JBR 144 (2022), pp. 703-716

Persistent link: https://www.econbiz.de/10013185032

Service sweethearting : its antecedents and customer consequences

Brady, Michael K.; Voorhees, Clay M.; Brusco, Michael J. - In: Journal of marketing 76 (2012) 2, pp. 81-98

Persistent link: https://www.econbiz.de/10009737486

Service encounters, experiences and the customer journey : defining the field and a call to expand our lens

Voorhees, Clay M.; Fombelle, Paul W.; Gregoire, Yany; … - In: Journal of business research : JBR 79 (2017), pp. 269-280

Persistent link: https://www.econbiz.de/10011745316

Assessing the effects of service variability on consumer confidence and behavior

Voorhees, Clay M.; Beck, Jonathan M.; Randhawa, Praneet; … - In: Journal of service research 24 (2021) 3, pp. 405-420

Persistent link: https://www.econbiz.de/10012592947

The other extreme of the circumplex of emotion : an investigation of consumer outrage

Bourdeau, Brian L.; Cronin, J. J.; Padgett, Daniel T.; … - In: The journal of services marketing 38 (2024) 3, pp. 312-325

Persistent link: https://www.econbiz.de/10014515634

The effect of perceptions of justice in returns on satisfaction and attitudes toward the retailer

Jones, Angela L.; Miller, Jason; Whipple, Judith M.; … - In: International journal of physical distribution and … 54 (2024) 1, pp. 40-60

Persistent link: https://www.econbiz.de/10014466376

The good guys don't always win: the effect of valence on service perceptions and consequences

Brady, Michael K.; Voorhees, Clay M.; Cronin, J. Joseph; … - In: Journal of Services Marketing 20 (2006) 2, pp. 83-91

Purpose – The purpose of this paper is to advance a new conceptualization of the service encounter that highlights the role of outcome valence as a key antecedent of customer satisfaction. Design/methodology/approach – This study develops and tests a conceptual model using structural...

Persistent link: https://www.econbiz.de/10014905094