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Wei, Shuqin; Ang, Tyson; Jancenelle, Vivien E. - In: Journal of retailing and consumer services 45 (2018), pp. 230-238

Persistent link: https://www.econbiz.de/10011930014

The role of customer perceived ethicality in explaining the impact of incivility among employees on customer unethical behavior and customer citizenship behavior

Huang, Yu-Shan; Wei, Shuqin; Ang, Tyson - In: Journal of business ethics : JBE 178 (2022) 2, pp. 519-535

Incivility among employees in frontline encounters is prevalent, but little is known about its impact on customers’ ethics-related perceptions and behaviors. Drawing upon the stimulus-organism-response paradigm, this study examines how witnessing incivility among employees can serve as a...

Persistent link: https://www.econbiz.de/10013270022

The journey from customer participation in service failure to co-creation in service recovery

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Persistent link: https://www.econbiz.de/10012238366

Website satisfaction, trust, and loyalty : the moderating role of reputation

Angriawan, Arifin; Feldman, Lori; Phongkusolchit, Kiattisak - In: Journal of business and economic perspectives 37 (2011) 2, pp. 61-68

Persistent link: https://www.econbiz.de/10009571361

Does social media matter? : investigating the effect of social media features on consumer attitudes

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Relational selling : past, present and future

Arli, Denni; Bauer, Carlos; Palmatier, Robert W. - In: Industrial marketing management : the international … 69 (2018), pp. 169-184

Persistent link: https://www.econbiz.de/10011822566

Consumers' responses to moral controversies of religiously positioned brands : the effects of religiosity on brand loyalty

Chowdhury, Rafi M. M. I.; Arli, Denni; Septianto, Felix - In: European journal of marketing 56 (2022) 5, pp. 1398-1433

Persistent link: https://www.econbiz.de/10013350967