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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

How call center location impacts expectations of service from reputable versus lesser known firms

Roggeveen, Anne L.; Bharadwaj, Neeraj; Hoyer, Wayne D. - In: Journal of retailing 83 (2007) 4, pp. 403-410

Persistent link: https://www.econbiz.de/10003598469

From customer experience to human experience : uses of systematized and non-systematized knowledge

Roggeveen, Anne L.; Rosengren, Sara - In: Journal of retailing and consumer services 67 (2022), pp. 1-7

Persistent link: https://www.econbiz.de/10013364457

Exploring the role of information and trust in price fairness judgments

Rothenberger, Sandra; Grewal, Dhruv; Iyer, Gopalkrishnan R. - In: Pricing perspectives : marketing and management …, (pp. 147-158). 2008

Persistent link: https://www.econbiz.de/10003775071

SERVCON: development and validation of a multidimensional service convenience scale

Seiders, Kathleen; Voss, Glenn B.; Godfrey, Andrea L.; … - In: Journal of the Academy of Marketing Science 35 (2007) 1, pp. 144-156

Persistent link: https://www.econbiz.de/10003485165

Fix it or leave it? : customer recovery from self-service technology failures

Zhu, Zhen; Nakata, Cheryl; Sivakumar, K.; Grewal, Dhruv - In: Journal of retailing 89 (2013) 1, pp. 15-29

Persistent link: https://www.econbiz.de/10009732748