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The managerial implications of an analysis of tourist profiles and international hotel employee service attitude
Kuo, Chun-min - In: International journal of hospitality management 28 (2009) 3, pp. 302-309
Persistent link: https://www.econbiz.de/10003855493
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Specialty store expertise as a driver of satisfaction and share of wallet
Friedman, Douglas C.; Brown, Terence Albert; Taran, Zinaida - In: The international review of retail, distribution and … 21 (2011) 4, pp. 375-389
Persistent link: https://www.econbiz.de/10009314459
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An alternative explanation of consumer product returns from the postpurchase dissonance and ecological marketing perspectives
Lee, Dong Hwan - In: Psychology & marketing 32 (2015) 1, pp. 49-64
Persistent link: https://www.econbiz.de/10011287639
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Take it back : the impact of dynamic consumer goals in return and exchange interactions
Droms, Courtney M. - In: Services marketing quarterly 34 (2013) 1, pp. 67-85
Persistent link: https://www.econbiz.de/10009726519
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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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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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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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Do customer emotions affect agent speed? : an empirical study of emotional load in online customer contact centers
Altman, Daniel; Yom-Tov, Galit B.; Olivares, Marcelo; … - In: Manufacturing & service operations management : M & SOM 23 (2021) 4, pp. 854-875
Persistent link: https://www.econbiz.de/10012627394
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An experimental study of how missing employee empathy in failed service interactions affects empathetic customers' ewom-giving behaviour
Abend, Neele Inken; Juan Vigaray, María D. de; … - In: Administrative Sciences : open access journal 13 (2023) 5, pp. 1-19
Empathy as an influencing factor of consumer behaviour has mostly been analysed from an empathetic employee's perspective. Empirical investigations into customer empathy in the context of failed service interactions are still scarce. This study investigates customer-employee reciprocity related...
Persistent link: https://www.econbiz.de/10014318720