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Why and when witnessing uncivil behavior leads observers to punish frontline employees and leave the firm
Karabas, Ismail; Joireman, Jeff; Kim, Shinhye - In: International journal of hospitality management 82 (2019), pp. 91-100
Persistent link: https://www.econbiz.de/10012121396
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How much compensation should a firm offer for a flawed service? : an examination of the nonlinear effects of compensation on satisfaction
Gelbrich, Katja; Gäthke, Jana; Grégoire, Yany - In: Journal of service research : JSR 18 (2015) 1, pp. 107-123
Persistent link: https://www.econbiz.de/10010483434
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The effects of relationship length on customer profitability after a service recovery
Béal, Mathieu; Sabadie, William; Grégoire, Yany - In: Marketing letters : a journal of research in marketing 30 (2019) 3/4, pp. 293-305
Persistent link: https://www.econbiz.de/10012144812
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Is service recovery of equal importance for private vs public complainers?
Béal, Mathieu; Suri, Anshu; Nguyen, Nguyen; Grégoire, Yany - In: Journal of business research : JBR 153 (2022), pp. 392-400
Persistent link: https://www.econbiz.de/10013534061