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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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Examining customer evaluations across different self-service technologies
Robertson, Nichola; McDonald, Heath; Leckie, Civilai; … - In: The journal of services marketing 30 (2016) 1, pp. 88-102
Persistent link: https://www.econbiz.de/10011445689
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Who chose this restaurant anyway? : the effect of responsibility for choice, guarantees, and failure stability on customer complaining
MacQuilken, Lisa; Robertson, Nichola - In: Journal of hospitality & tourism research : JHTR ; the … 37 (2013) 4, pp. 537-562
Persistent link: https://www.econbiz.de/10010206596
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Recovering from other-customer-caused failure : the effect on focal customer complaining
MacQuilken, Lisa; Robertson, Nichola; Polonsky, Michael J. - In: Journal of hospitality marketing & management 26 (2017) 1, pp. 83-104
Persistent link: https://www.econbiz.de/10011669673
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Frontline health professionals' perceptions of their adaptive competences in service recovery
MacQuilken, Lisa; Robertson, Nichola; Abbas, Ghassan; … - In: Journal of strategic marketing 28 (2020) 1, pp. 70-94
Persistent link: https://www.econbiz.de/10012202795
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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