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The power of self-efficacy change during service provision : making your customers feel better about themselves pays off

Beuningen, Jacqueline van; Ruyter, Ko de; Wetzels, Martin - In: Journal of service research : JSR 14 (2011) 1, pp. 108-125

Persistent link: https://www.econbiz.de/10008826883

A hierarchical model of virtual experience and its influences on the perceived value and loyalty of customers

Piyathasanan, Bhuminan; Mathies, Christine; Wetzels, Martin - In: International journal of electronic commerce : IJEC 19 (2014/2015) 2, pp. 126-158

Persistent link: https://www.econbiz.de/10011433898

The effect of compensation on repurchase intentions in service recovery

Grewal, Dhruv; Roggeveen, Anne L.; Tsiros, Michael - In: Journal of retailing 84 (2008) 4, pp. 424-434

Persistent link: https://www.econbiz.de/10003794937

Does travel time to stores matter? : the role of merchandise availability

Grewal, Dhruv; Kopalle, Praveen K.; Marmorstein, Howard; … - In: Journal of retailing 88 (2012) 3, pp. 437-444

Persistent link: https://www.econbiz.de/10009622977

Understanding the co-creation effect : when does collaborating with customers provide a lift to service recovery?

Roggeveen, Anne L.; Tsiros, Michael; Grewal, Dhruv - In: Journal of the Academy of Marketing Science 40 (2012) 6, pp. 771-790

Persistent link: https://www.econbiz.de/10009679038

The Effect of Compensation on Repurchase Intentions in Service Recovery

Grewal, Dhruv - 2016

To explore when the presence of compensation enhances repurchase intentions after a service failure, the authors use an experimental procedure and evaluate the impact of compensation in different stability and locus of responsibility conditions. Findings from three studies using scenarios from...

Persistent link: https://www.econbiz.de/10012994823

Frontline cyborgs at your service : how human enhancement technologies affect customer experiences in retail, sales, and service settings

Grewal, Dhruv; Kroschke, Mirja; Mende, Martin; … - In: Journal of interactive marketing : a quarterly … 51 (2020), pp. 9-25

Persistent link: https://www.econbiz.de/10012299803

Perceived omnichannel customer experience (OCX) : concept, measurement, and impact

Rahman, Syed Mahmudur; Carlson, Jamie; Gudergan, Siegfried - In: Journal of retailing 98 (2022) 4, pp. 611-632

Persistent link: https://www.econbiz.de/10013535715

In stories we trust : how narrative apologies provide cover for competitive vulnerability after integrity-violating blog posts

Laer, Tom van; Ruyter, Ko de - In: International journal of research in marketing : IJRM ; … 27 (2010) 2, pp. 164-174

Persistent link: https://www.econbiz.de/10003987364

Satisfaction with online commercial group chat : the influence of perceived technology attributes, chat group characteristics, and advisor communication style

Dolen, Willemijn M. van; Dabholkar, Pratibha A.; … - In: Journal of retailing 83 (2007) 3, pp. 339-358

Persistent link: https://www.econbiz.de/10003517362