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When and why saying "thank you" is better than saying "sorry" in redressing service failures : the role of self-esteem
You, Yanfen; Yang, Xiaojing; Wang, Lili; Deng, Xiaoyan - In: Journal of marketing 84 (2020) 2, pp. 133-150
Persistent link: https://www.econbiz.de/10012176607
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Moderating role of product type in the relationship between e-retailer service attributes and customer satisfaction
You, Yanfen; Bhatnagar, Amit; Ghose, Sanjoy - In: International journal of electronic marketing and … 8 (2017) 4, pp. 316-330
Persistent link: https://www.econbiz.de/10011858769
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Customer satisfaction with e-retailers : the role of product type in the relative importance of attributes
You, Yanfen; Bhatnagar, Amit; Ghose, Sanjoy - In: Journal of internet commerce 15 (2016) 3, pp. 274-291
Persistent link: https://www.econbiz.de/10011636493
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A re-examination of service standardization versus customization from the consumer's perspective
Ding, Ying; Keh, Hean Tat - In: The journal of services marketing 30 (2016) 1, pp. 16-28
Persistent link: https://www.econbiz.de/10011445604
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Consumer reliance on intangible versus tangible attributes in service evaluation : the role of construal level
Ding, Ying; Keh, Hean Tat - In: Journal of the Academy of Marketing Science 45 (2017) 6, pp. 848-865
Persistent link: https://www.econbiz.de/10011779537