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The service triad : an empirical study of service robots, customers and frontline employees

Odekerken-Schröder, Gaby; Mennens, Kars; Steins, Mark; … - In: Journal of service management 33 (2022) 2, pp. 246-292

Persistent link: https://www.econbiz.de/10012880726

How customers cope with service failure? A study of brand reputation and customer satisfaction

Sarkar Sengupta, Aditi; Balaji, M.S.; Krishnan, Balaji C. - In: Journal of Business Research 68 (2015) 3, pp. 665-674

In this paper we examine the different coping mechanisms used by customers when they confront service failure. It was found that the coping mechanism used by customers changes depending on the severity of the service failure. Further, it was observed that brand reputation moderates the...

Persistent link: https://www.econbiz.de/10011193935

The temporal construal of customer satisfaction

Pizzi, Gabriele; Marzocchi, Gian Luca; Orsingher, Chiara; … - In: Journal of service research : JSR 18 (2015) 4, pp. 484-497

Persistent link: https://www.econbiz.de/10011392284

Achieving favourable customer outcomes through employee deviance

Boukis, Achilleas - In: The service industries journal 36 (2016) 7/8, pp. 319-338

Persistent link: https://www.econbiz.de/10011564146

How customers cope with service failure? : a study of brand reputation and customer satisfaction

Sengupta, Aditi Sarkar; Balaji, M. S.; Krishnan, Balaji C. - In: Journal of business research : JBR 68 (2015) 3, pp. 665-674

Persistent link: https://www.econbiz.de/10010496157

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

Beyond a single firm and internal focus service failure/recovery : multiple providers and external service recoveries

Weber, Karin; Hsu, Cathy H. C. - In: Journal of travel research : a quarterly publication of … 61 (2022) 1, pp. 50-63

Persistent link: https://www.econbiz.de/10012794781

Customer responses to employee deviance : a conservation of resources perspective

Boukis, Achilleas; Yalkin, Cagri - In: Journal of customer behaviour 18 (2019) 3, pp. 191-214

Persistent link: https://www.econbiz.de/10012257477

The influence of a "green" loyalty program on service encounter satisfaction

Liu, Qing; Mattila, Anna S. - In: The journal of services marketing 30 (2016) 6, pp. 576-585

Persistent link: https://www.econbiz.de/10011635004

An imitation game : supervisors’ influence on customer sweethearting

Ertz, Elias; Becker, Laura; Büttgen, Marion - In: The journal of services marketing 36 (2022) 3, pp. 432-444

Persistent link: https://www.econbiz.de/10013407512