Narrow search
Showing 1 - 6 of 6
Cover Image
The role of cognition and affect in the formation of customer satisfaction judgements concerning service recovery encounters
Schoefer, Klaus - In: Journal of consumer behaviour : an international … 7 (2008) 3, pp. 210-221
Persistent link: https://www.econbiz.de/10003740930
Cover Image
Cultural moderation in the formation of recovery satisfaction judgments : a cognitive-affective perspective
Schoefer, Klaus - In: Journal of service research : JSR 13 (2010) 1, pp. 52-66
Persistent link: https://www.econbiz.de/10003959016
Cover Image
Measuring experienced emotions during service recovery encounters : construction and assessment of the ESRE scale
Schoefer, Klaus; Diamantopoulos, Adamantios - In: Service business : an international journal 2 (2008) 1, pp. 65-81
Persistent link: https://www.econbiz.de/10003692368
Cover Image
The role of emotions in translating perceptions of (in)justice into postcomplaint behavioral responses
Schoefer, Klaus; Diamantopoulos, Adamantios - In: Journal of service research : JSR 11 (2008/09) 1, pp. 91-103
Persistent link: https://www.econbiz.de/10003750022
Cover Image
A typology of consumers' emotional response styles during service recovery encounters
Schoefer, Klaus; Diamantopoulos, Adamantios - In: British journal of management : BJM 20 (2009) 3, pp. 292-308
Persistent link: https://www.econbiz.de/10003884232
Cover Image
Is customer participation always good in service recovery? : the moderating role of customers' positive psychological capital
Alotaibi, Meteb Naif; Chaouali, Walid; Hammami, Samiha … - In: International journal of bank marketing 41 (2023) 3, pp. 457-484
Persistent link: https://www.econbiz.de/10014267032