Narrow search
Showing 1 - 3 of 3
Cover Image
Bad intentions : customers' negative reactions to intentional failures and mitigating conditions
Nazifi, Amin; Roschk, Holger; Ordenes, Francisco Villarroel - In: Journal of travel research : a quarterly publication of … 61 (2022) 8, pp. 1808-1827
Persistent link: https://www.econbiz.de/10013391013
Cover Image
How a firm's best versus normal customers react to compensation after a service failure
Gelbrich, Katja; Gäthke, Jana; Grégoire, Yany - In: Journal of business research : JBR 69 (2016) 10, pp. 4331-4339
Persistent link: https://www.econbiz.de/10011554578
Cover Image
How much compensation should a firm offer for a flawed service? : an examination of the nonlinear effects of compensation on satisfaction
Gelbrich, Katja; Gäthke, Jana; Grégoire, Yany - In: Journal of service research : JSR 18 (2015) 1, pp. 107-123
Persistent link: https://www.econbiz.de/10010483434