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A DIP-construct of perceived justice in negative service encounters and complaint handling in the Norwegian tourism industry
Svari, Sander; Svensson, Göran; Slåtten, Terje; … - In: Managing service quality : MSQ ; an international journal 20 (2010) 1, pp. 26-45
Persistent link: https://www.econbiz.de/10003940603
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Service quality and turnover intentions as perceived by employees : antecedents and consequences
Slåtten, Terje; Svensson, Göran; Sværi, Sander - In: Personnel review : a professional journal reporting new … 40 (2011) 2, pp. 205-221
Persistent link: https://www.econbiz.de/10008991848
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New aspects of research to assess and manage critical incidents in service encounters : teleological actions, interactive interface and perceptual gaps
Padin, Carmen; Svensson, Göran; Otero-Neira, Carmen; … - In: International journal of contemporary hospitality management 27 (2015) 1, pp. 27-51
Persistent link: https://www.econbiz.de/10010516547
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Perceived justice in South African airline and hospital industries : measurement model
DeMeyer, Christine F.; Petzer, Daniel J.; Svari, Sander; … - In: International journal of quality and service sciences 5 (2013) 2, pp. 120-139
Persistent link: https://www.econbiz.de/10009768462
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Negative emotions in Mexican, Puerto Rican and Spanish hospitals : a multinational assessment of service settings
Otero-Neira, Carmen; Padin, Carmen; Sosa Varela, Juan Carlos - In: International journal of quality and service sciences 8 (2016) 1, pp. 17-37
Persistent link: https://www.econbiz.de/10011558917
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A SOS construct of negative emotions in customers' service experience (CSE) and service recovery by firms (SRF)
Svari, Sander; Slåtten, Terje; Svensson, Göran; … - In: The journal of services marketing 25 (2011) 5, pp. 323-335
Persistent link: https://www.econbiz.de/10009272255
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Balancing reactions and actions between service receivers and service providers to resolve service failures
Magaña Carrillo, Irma; Svensson, Göran; Otero-Neira, … - In: International journal of business excellence : IJBEX 26 (2022) 1, pp. 20-41
Persistent link: https://www.econbiz.de/10013198109
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Teleological approaches from complexity sciences in services : framework, illustration and proposition
Svensson, Göran; Padin, Carmen - In: International journal of quality and service sciences 4 (2012) 3, pp. 224-237
Persistent link: https://www.econbiz.de/10009655258
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Understanding negative emotions in services through teleological actions
Padin, Carmen; Svensson, Göran - In: International journal of quality and service sciences 9 (2017) 1, pp. 67-84
Persistent link: https://www.econbiz.de/10011650515
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Validity and reliability of satisfaction as a mediator between quality constructs in manufacturer-supplier relationships through time and across contexts
Padin, Carmen; Ferro, Carlos; Svensson, Göran - In: Journal of business-to-business marketing 24 (2017) 1, pp. 1-17
Persistent link: https://www.econbiz.de/10011674235