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ECONIS (ZBW)
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1
Consumer delight and outrage : scale development and validation
Liu, Maggie Wenjing
;
Keh, Hean Tat
- In:
Journal of service theory and practice : JSTP
25
(
2015
)
6
,
pp. 680-699
Persistent link: https://www.econbiz.de/10011392191
Saved in:
2
Feeling lucky : how framing the target product as a free gift enhances purchase intention
Liu, Maggie Wenjing
;
Wei, Chuang
;
Yang, Lu
;
Keh, Hean Tat
- In:
International journal of research in marketing : IJRM ; …
39
(
2022
)
2
,
pp. 349-363
Persistent link: https://www.econbiz.de/10013271754
Saved in:
3
The road to consumer forgiveness is paved with money or apology? : the roles of empathy and power in service recovery
Wei, Chuang
;
Liu, Maggie Wenjing
;
Keh, Hean Tat
- In:
Journal of business research : JBR
118
(
2020
),
pp. 321-334
Persistent link: https://www.econbiz.de/10012288607
Saved in:
4
How do customers navigate perceived inappropriateness of collective emotion in group service recovery? : an application of cognitive dissonance theory
Xu, Xing'an
;
Liu, Juan
;
Cai, Ruiying
- In:
Tourism management : research, policies, practice
93
(
2022
),
pp. 1-13
Persistent link: https://www.econbiz.de/10013366129
Saved in:
5
Treat for affection? : customers' differentiated responses to pro-customer deviance
Hu, JiaJing
;
Ma, Xiuli
;
Xu, Xiaowei
;
Liu, Yan
- In:
Tourism management : research, policies, practice
93
(
2022
),
pp. 1-13
Persistent link: https://www.econbiz.de/10013366136
Saved in:
6
The effects of intragroup guanxi interaction on customers' intentions to complain
Xu, Xing'an
;
Chi, Christina Geng-Qing
;
Cai, Ruiying
;
Pan, Li
- In:
Journal of hospitality & tourism research : JHTR ; the …
46
(
2022
)
7
,
pp. 1411-1435
Persistent link: https://www.econbiz.de/10013387411
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7
Dynamic relationships between leader-member exchange and employee role-making behaviours : the moderating role of employee emotional ambivalence
Wang, Hai-Jiang
;
Jiang, Lixin
;
Xu, Xiaohong
;
Zhou, Kong
; …
- In:
Human relations : towards the integration of the social …
76
(
2023
)
6
,
pp. 926-951
Persistent link: https://www.econbiz.de/10014302005
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8
Laughing it off : how does leader humor alleviate employees' compassion fatigue in service failure?
Xu, Xing'an
;
Wen, Najuan
;
Cai, Ruiying
- In:
Tourism management : research, policies, practice
106
(
2025
),
pp. 1-14
Persistent link: https://www.econbiz.de/10015073327
Saved in:
9
Empathic accuracy in artificial intelligence service recovery
Xu, Xing'an
;
Wen, Najuan
;
Liu, Juan
- In:
Tourism review
79
(
2024
)
5
,
pp. 1058-1075
Persistent link: https://www.econbiz.de/10015049402
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