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When do-good meets empathy and mindfulness
Thi Nguyet Que Nguyen; Ngo, Liem Viet; … - In: Journal of retailing and consumer services 50 (2019), pp. 22-29
Persistent link: https://www.econbiz.de/10012114111
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Negative and positive customer shopping experience in an online context
Barari, Mojtaba; Ross, Mitchell; Surachartkumtonkun, … - In: Journal of retailing and consumer services 53 (2020), pp. 1-9
Persistent link: https://www.econbiz.de/10012171916
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Examining antecedents of reconciliation following service failure and recovery
Radu, Alexandru; Surachartkumtonkun, Jiraporn; Weaven, Scott - In: Journal of strategic marketing 28 (2020) 5, pp. 417-433
Persistent link: https://www.econbiz.de/10012313910
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Relationship outcomes following a service failure : the role of agent likability
Radu, Alexandru; Quach, Sara; Thaichon, Park; … - In: Asia Pacific journal of marketing and logistics 35 (2023) 2, pp. 364-379
Persistent link: https://www.econbiz.de/10013553058
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It takes two to tango : the role of customer empathy and resources to improve the efficacy of frontline employee empathy
Ngo, Liem Viet; Thi Nguyet Que Nguyen; Nam The Tran; … - In: Journal of retailing and consumer services 56 (2020), pp. 1-8
Persistent link: https://www.econbiz.de/10012389857
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Impacts of crisis emotions on negative word-of-mouth and behavioural intention : evidence from a milk crisis
Oanh Dinh Yen Nguyen; Lee, Jenny; Ngo, Liem Viet; Tran … - In: The journal of product & brand management 31 (2022) 4, pp. 536-550
Persistent link: https://www.econbiz.de/10013393658
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Unpacking customer rage elicitation : a dynamic model
Surachartkumtonkun, Jiraporn; McColl-Kennedy, Janet R.; … - In: Journal of service research : JSR 18 (2015) 2, pp. 177-192
Persistent link: https://www.econbiz.de/10011283710