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Consumer reaction to service failure and recovery : the moderating role of attitude toward complaining
Matos, Celso Augusto de; Rossi, Carlos Alberto Vargas; … - In: The journal of services marketing 23 (2009) 7, pp. 462-475
Persistent link: https://www.econbiz.de/10009525711
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Behavioural responses to service encounter involving failure and recovery : the influence of contextual factors
Matos, Celso Augusto de; Vieira, Valter Afonso; Veiga, … - In: The service industries journal 32 (2012) 14, pp. 2203-2217
Persistent link: https://www.econbiz.de/10009620211
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The mediating role of cooperative norms in the formation of buyer commitment in the buyer-seller relationship
Vieira, Valter Afonso; Mayberry, Robert; Boles, James … - In: The journal of business & industrial marketing 38 (2023) 7, pp. 1409-1423
Persistent link: https://www.econbiz.de/10014314113
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Customer relational benefit : a second-order meta-analysis and an alternative framework
Vieira, Valter Afonso; Araujo, Clecio Falcao; Almeida, … - In: International journal of consumer studies 48 (2024) 1, pp. 1-18
Persistent link: https://www.econbiz.de/10014465636