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~subject:"Dienstleistungsqualität"
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Dienstleistungsqualität
Consumer behaviour
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Beziehungsmarketing
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ECONIS (ZBW)
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Influence of social media posts on service performance
Esmark Jones, Carol L.
;
Waites, Stacie
;
Stevens, Jennifer L.
- In:
The journal of services marketing
36
(
2022
)
2
,
pp. 283-296
Persistent link: https://www.econbiz.de/10013407485
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2
Engaging the avatar : the effects of authenticity signals during chat-based service recoveries
Esmark Jones, Carol L.
;
Hancock, Tyler
;
Kazandjian, Brett
; …
- In:
Journal of business research : JBR
144
(
2022
),
pp. 703-716
Persistent link: https://www.econbiz.de/10013185032
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3
Service failure and recovery in using technology-based self-service : effects on user attributions and satisfaction
Dabholkar, Pratibha A.
;
Spaid, Brian I.
- In:
The service industries journal
32
(
2012
)
9
,
pp. 1415-1432
Persistent link: https://www.econbiz.de/10009579525
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4
How do Machiavellianism, narcissism and psychopathy tendencies influence consumer avoidance and revenge-seeking following a service failure?
Hancock, Tyler
;
Waites, Stacie F.
;
Johnson, Catherine M.
; …
- In:
Journal of consumer marketing
40
(
2023
)
6
,
pp. 721-733
Persistent link: https://www.econbiz.de/10014332331
Saved in:
5
Giving back the "self" in self service : customer preferences in self-service failure recovery
Collier, Joel E.
;
Breazeale, Michael
;
White, Allyn
- In:
The journal of services marketing
31
(
2017
)
6
,
pp. 604-617
Persistent link: https://www.econbiz.de/10011801633
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