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Relationship approach to marketing in service contexts : the marketing and organizational behavior interface

Grönroos, Christian - 2009

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In stories we trust : how narrative apologies provide cover for competitive vulnerability after integrity-violating blog posts

Laer, Tom van; Ruyter, Ko de - In: International journal of research in marketing : IJRM ; … 27 (2010) 2, pp. 164-174

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The public service offering and its influence on marketing priorities in local government organizations

Chew, Celine; Vinestock, Christopher - In: Public management review 14 (2012) 4, pp. 473-497

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The relevance and efficacy of marketing in public and non-profit service management

Wright, Gillian H.; Chew, Celine; Hines, Anthony - In: Public management review 14 (2012) 4, pp. 433-450

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Employee/customer interface in a service crisis : impact of senior management attributes and practices on customer evaluation

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In Stories We Trust : How Narrative Apologies Provide Cover for Competitive Vulnerability After Integrity-Violating Blog Posts

van Laer, Tom; Ruyter, Ko de - 2017

Consumers’ confidence in companies has fallen due to recent and widespread violations of integrity and consumers’ voicing of discontent in weblog (blog) posts. Current research on integrity restoration offers little guidance regarding appropriate responses. We posit that not only what (with...

Persistent link: https://www.econbiz.de/10014199664