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Why didn't it work out? : the effects of attributions on the efficacy of recovery strategies

Iglesias Argu͏̈elles, Víctor; Varela-Neira, Conceptión - In: Journal of service theory and practice : JSTP 25 (2015) 6, pp. 700-724

Persistent link: https://www.econbiz.de/10011392207

How to manage the online experience concerning transactional and experimental customers: case of e-fashion sector

Castro-Lopez, Adrian; Vázquez Casielles, Rodolfo; … - In: Journal of business economics and management 20 (2019) 3, pp. 595-617

The online fashion and textile sector is growing in recent years, becoming one of the online sectors with the highest volume of business. However, the bibliography on e-service quality and its consequences in this sector has been underdeveloped in the last years. This paper presents a model that...

Persistent link: https://www.econbiz.de/10012175766

The effects of customer age and recovery strategies in a service failure setting

Varela Neira, Concepción; Vázquez Casielles, Rodolfo; … - In: Journal of financial services marketing : JFSM 15 (2010/11) 1, pp. 32-48

Persistent link: https://www.econbiz.de/10009562579

Intentionality attributions and humiliation : the impact on customer behavior

Varela Neira, Concepción; Vázquez Casielles, Rodolfo; … - In: European journal of marketing : EJM 48 (2014) 5/6, pp. 901-923

Persistent link: https://www.econbiz.de/10010388104

Satisfaction with service recovery : perceived justice and emotional responses

Río-Lanza, Ana Belén del; Vázquez Casielles, Rodolfo; … - In: Journal of business research : JBR 62 (2009) 8, pp. 775-781

Persistent link: https://www.econbiz.de/10003861043

Perceived justice of service recovery strategies : impact on customer satisfaction and quality relationship

Vázquez Casielles, Rodolfo; Álvarez, Leticia Suárez; … - In: Psychology & marketing 27 (2010) 5, pp. 487-509

Persistent link: https://www.econbiz.de/10003972422

Quality of past performance : impact on consumers' responses to service failure

Vázquez Casielles, Rodolfo; Belén del Río-Lanza, Ana; … - In: Marketing letters : a journal of research in marketing 18 (2007) 4, pp. 249-264

Persistent link: https://www.econbiz.de/10003549611

The influence of emotions on customers' cognitive evaluations and satisfaction in a service failure and recovery context

Varela-Neira, Concepción; Vázquez Casielles, Rodolfo; … - In: The service industries journal 28 (2008) 3/4, pp. 497-512

Persistent link: https://www.econbiz.de/10003751919

Co-creation and service recovery process communication : effects on satisfaction, repurchase intentions, and word of mouth

Vázquez Casielles, Rodolfo; Iglesias Argu͏̈elles, Víctor - In: Service business 11 (2017) 2, pp. 321-343

Persistent link: https://www.econbiz.de/10011732372