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Consumer effort in service encounters : the overlooked impact of surface acting
Cook, Laurel Aynne; Bone, Paula Fitzgerald; Sadeghein, Raika - In: The journal of services marketing 36 (2022) 2, pp. 297-309
Persistent link: https://www.econbiz.de/10013407489
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Mapping out marketing : navigation lessons from the ivory trenches
Hill, Ronald Paul (ed.); Lamberton, Cait (ed.);  … - 2018
Persistent link: https://www.econbiz.de/10011853404
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There's not much to tell : the impact of emotional resilience on negative word-of-mouth following service failure
Lteif, Lama; Rubin, Dan; Ball, Joan P.; Lamberton, Cait - In: Psychology & marketing 40 (2023) 9, pp. 1808-1820
Persistent link: https://www.econbiz.de/10014338326