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The influence of guarantees, active requests to voice and failure severity on customer complaint behavior
MacQuilken, Lisa; Robertson, Nichola - In: International journal of hospitality management 30 (2011) 4, pp. 953-962
Persistent link: https://www.econbiz.de/10009242071
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Is guarantee compensation enough? : the important role of fix and employee effort in restoring justice
MacQuilken, Lisa; McDonald, Heath; Vocino, Andrea - In: International journal of hospitality management 33 (2013), pp. 41-50
Persistent link: https://www.econbiz.de/10009746522
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The customer is often wrong : investigating the influence of customer failures and apologies on frontline service employee well-being
Robertson, Nichola; Rotman, Jeffrey; MacQuilken, Lisa; … - In: Psychology & marketing 40 (2023) 4, pp. 825-844
Persistent link: https://www.econbiz.de/10014290864