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A dynamic model of customer complaining behaviour from the perspective of service-dominant logic

Tronvoll, Bård - In: European journal of marketing : EJM 46 (2012) 1/2, pp. 284-305

Persistent link: https://www.econbiz.de/10009514971

Transformative hospitality services : a conceptualization and development of organizational dimensions

Gallan, Andrew S.; Kabadayi, Sertan; Ali, Faizan; … - In: Journal of business research : JBR 134 (2021), pp. 171-183

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Show you care : initiating co-creation in service recovery

Xu, Yingzi; Marshall, Roger; Edvardsson, Bo; Tronvoll, Bård - In: Journal of service management 25 (2014) 3, pp. 369-387

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Customer experience from a self-service system perspective

Åkesson, Maria; Edvardsson, Bo; Tronvoll, Bård - In: Journal of service management 25 (2014) 5, pp. 677-698

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Recovering service failure through resource integration

Xu, Yingzi; Tronvoll, Bård; Edvardsson, Bo - In: The service industries journal 34 (2014) 16, pp. 1253-1271

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Justice (is not the same) for all : the role of relationship activity for post-recovery outcomes

Arsenovic, Jasenko; De Keyser, Arne; Edvardsson, Bo; … - In: Journal of business research : JBR 134 (2021), pp. 342-351

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Money for nothing : the impact of compensation on customers' bad-mouthing in service recovery encounters

Arsenovic, Jasenko; Edvardsson, Bo; Otterbring, Tobias; … - In: Marketing letters : a journal of research in marketing 34 (2023) 1, pp. 69-82

Persistent link: https://www.econbiz.de/10014265992

A dynamic model of customer complaining behaviour from the perspective of service‐dominant logic

Tronvoll, Bård - In: European Journal of Marketing 46 (2012) 1/2, pp. 284-305

Purpose – The purpose of this paper is to propose a conceptual model of customer complaining behaviour as a dynamic process in accordance with the service‐dominant logic perspective of marketing. Design/methodology/approach – The study reviews the common behaviour models of customer...

Persistent link: https://www.econbiz.de/10014722807

A lean approach for service productivity improvements : synergy or oxymoron?

Carlborg, Per; Kindström, Daniel; Kowalkowski, Christian - In: Managing service quality : MSQ ; an international journal 23 (2013) 4, pp. 291-304

Persistent link: https://www.econbiz.de/10009769857

Characterizing customer experience management in business markets

Witell, Lars; Kowalkowski, Christian; Perks, Helen; … - In: Journal of business research : JBR 116 (2020), pp. 420-430

Persistent link: https://www.econbiz.de/10012257638