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The effects of facial attractiveness and gender on customer evaluations during a Web-video sales encounter
McColl, Rod; Truong, Yann - In: The journal of personal selling & sales management : JPSSM 33 (2013) 1, pp. 117-128
Persistent link: https://www.econbiz.de/10009716745
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It takes just 120 seconds : predicting satisfaction in technical support calls
Hall, Judith A.; Verghis, Phil; Stockton, William; Goh, … - In: Psychology & marketing 31 (2014) 7, pp. 500-508
Persistent link: https://www.econbiz.de/10010382588
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Compensatory solution : can it save a company from a service failure?
Tran, Trang P.; Roswinanto, Widyarso; Yunus, Erlinda Nusron - In: Services marketing quarterly 37 (2016) 2, pp. 80-97
Persistent link: https://www.econbiz.de/10011486830
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Fragile enhancement of attitudes and intentions following difficult decisions
Litt, Ab; Tormala, Zakary L. - In: Journal of consumer research : JCR ; an … 37 (2010/11) 4, pp. 584-598
Persistent link: https://www.econbiz.de/10008747738
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An examination of consumer advocacy and complaining behavior in the context of service failure
Chelminski, Piotr; Coulter, Robin A. - In: The journal of services marketing 25 (2011) 5, pp. 361-370
Persistent link: https://www.econbiz.de/10009272241
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A cross-cultural comparison of perceived informational fairness with service failure explanations
Wang, Chen-ya; Mattila, Anna S. - In: The journal of services marketing 25 (2011) 6, pp. 429-439
Persistent link: https://www.econbiz.de/10009390049
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The effectiveness of online shopping characteristics and well-designed websites on satisfaction
Luo, Jifeng; Ba, Sulin; Zhang, Han - In: Management information systems : mis quarterly 36 (2012) 4, pp. 1131-1144
Persistent link: https://www.econbiz.de/10009680775
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Perceived market orientation in the product return experience and its impact on post-purchase behavior
Moore, Robert S.; Collier, Joel E.; Williams, Zachary; … - In: Journal of marketing theory and practice : JMTP 28 (2020) 3, pp. 213-225
Persistent link: https://www.econbiz.de/10012483456
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Please clap! : how customer service quality perception affects the authenticity of sustainability initiatives
Brockhaus, Sebastian; Amos, Clinton; Fawcett, Amydee M.; … - In: Journal of marketing theory and practice 25 (2017) 4, pp. 396-420
Persistent link: https://www.econbiz.de/10011771059
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How the employee looks and looks at you : building customer-employee rapport
Kim, Kawon Kathy; Baker, Melissa A. - In: Journal of hospitality & tourism research : JHTR ; the … 43 (2019) 1, pp. 20-40
Persistent link: https://www.econbiz.de/10011997127