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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

In Stories We Trust : How Narrative Apologies Provide Cover for Competitive Vulnerability After Integrity-Violating Blog Posts

van Laer, Tom; Ruyter, Ko de - 2017

Consumers’ confidence in companies has fallen due to recent and widespread violations of integrity and consumers’ voicing of discontent in weblog (blog) posts. Current research on integrity restoration offers little guidance regarding appropriate responses. We posit that not only what (with...

Persistent link: https://www.econbiz.de/10014199664

The impact of banks adoption of multi-channels mix on the internet banking service encounter quality : the case of Arab Middle East region

Migdadi, Yazan Khalid Abed-Allah; Omary, Ola Maher Al. - In: International journal of services and standards 12 (2017) 1, pp. 47-63

Persistent link: https://www.econbiz.de/10011874861

Marketing strategies in the wireless telecommunications market : a customers' perception

Chatzoglou, Prodromos D.; Gournas, Dionysios I. - In: International journal of decision sciences, risk and … 5 (2013/14) 4, pp. 398-420

Persistent link: https://www.econbiz.de/10011346983

Moving the customer experience field forward : introducing the touchpoints, context, qualities (TCQ) nomenclature

De Keyser, Arne; Verleye, Katrien; Lemon, Katherine N.; … - In: Journal of service research 23 (2020) 4, pp. 433-455

Persistent link: https://www.econbiz.de/10012391607

Antecedents of store loyalty among Chinese customers

Chu, Yun; Vásquez Párraga, Arturo; Ma, Jianyu - In: International journal of business 23 (2018) 2, pp. 151-165

Persistent link: https://www.econbiz.de/10011863694

Strategic consequences of self-service technology evaluations

Taillon, Brian J.; Huhmann, Bruce A. - In: Journal of strategic marketing 27 (2019) 3, pp. 268-279

Persistent link: https://www.econbiz.de/10012202459

Customer retention using loyalty cards program

Thomas, Nyagarama Omboga; Sapna Singh; Gangwar, Mohit - In: International journal of business innovation and … 30 (2023) 2, pp. 200-217

Persistent link: https://www.econbiz.de/10014293944

Helping employees deal with dysfunctional customers : the underlying employee perceived justice mechanism

Gong, Taeshik; Yi, Youjae; Choi, Jin Nam - In: Journal of service research : JSR 17 (2014) 1, pp. 102-116

Persistent link: https://www.econbiz.de/10010356871

Others service experiences : emotions, perceived justice, and behavior

Mattila, Anna; Hanks, Lydia; Wang, Chenya - In: European journal of marketing : EJM 48 (2014) 3/4, pp. 552-571

Persistent link: https://www.econbiz.de/10010371632

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