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Employee satisfaction trajectories and their effect on customer satisfaction and repatronage intentions
Wolter, Jeremy S.; Bock, Dora; Mackey, Jeremy; Xu, Pei; … - In: Journal of the Academy of Marketing Science 47 (2019) 5, pp. 815-836
Persistent link: https://www.econbiz.de/10012107325
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The effects of online incivility and consumer-to-consumer interactional justice on complainants, observers, and service providers during social media service recovery
Bacile, Todd J.; Wolter, Jeremy S.; Allen, Alexis M.; … - In: Journal of interactive marketing : a quarterly … 44 (2018), pp. 60-81
Persistent link: https://www.econbiz.de/10011949553
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Measuring service quality with text analytics : considering both importance and performance of consumer opinions on social and non-social online platforms
Lu, Lin; Xu, Pei; Wang, Yen-Yao; Wang, Yu - In: Journal of business research : JBR 169 (2023), pp. 1-12
Persistent link: https://www.econbiz.de/10014468560