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Elements of pharmacy service and satisfaction : patient versus consumer?
Bonnal, Liliane; Moinier, Xavier - In: The journal of applied business research 30 (2014) 2, pp. 479-488
Persistent link: https://www.econbiz.de/10010353533
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Engaging the avatar : the effects of authenticity signals during chat-based service recoveries
Esmark Jones, Carol L.; Hancock, Tyler; Kazandjian, Brett; … - In: Journal of business research : JBR 144 (2022), pp. 703-716
Persistent link: https://www.econbiz.de/10013185032
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When good news is bad news : the negative impact of positive customer feedback on front-line employee well-being
Alkire, Linda; Burton, Jamie; Gruber, Thorsten - In: The journal of services marketing 29 (2015) 6/7, pp. 599-612
Persistent link: https://www.econbiz.de/10011418374
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Customer participation in the customization of services : effects on satisfaction and behavioral intentions
Straus, Lennart; Robbert, Thomas; Roth, Stefan - In: Journal of business market management : JBM 9 (2016) 1, pp. 498-517
Customers' evaluation of the service process has important implications for service providers. However, research on customer participation at the specification stage of a customization process and its effects on the evaluation of the process and service outcome is still scarce. This paper...
Persistent link: https://www.econbiz.de/10011525886
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The impact of service failure on brand credibility
Bougoure, Ursula Sigrid; Russell-Bennett, Rebekah; … - In: Journal of retailing and consumer services 31 (2016), pp. 62-71
Persistent link: https://www.econbiz.de/10011528525
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Discount reference moderates customers' reactions to discount frames after online service failure
Sharifi, Seyed Shahin; Aghazadeh, Hashem - In: Journal of business research : JBR 69 (2016) 10, pp. 4074-4080
Persistent link: https://www.econbiz.de/10011553910
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The road to recovery : overcoming service failures through positive emotions
Lastner, Matthew M.; Folse, Judith Anne Garretson; … - In: Journal of business research : JBR 69 (2016) 10, pp. 4278-4286
Persistent link: https://www.econbiz.de/10011554157
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The effect of frontline employees' personal self-disclosure on consumers' encounter experience
Andersson, Pernille K.; Gustafsson, Anders; Kristensson, Per - In: Journal of retailing and consumer services 30 (2016), pp. 40-49
Persistent link: https://www.econbiz.de/10011473141
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The effect of gaze on consumers' encounter evaluation
Andersson, Pernille; Wästlund, Erik; Kristensson, Per - In: International journal of retail & distribution management 44 (2016) 4, pp. 372-396
Persistent link: https://www.econbiz.de/10011515570
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Online service failure : how consumers from emerging countries react and complain
Rohden, Simoni F.; Matos, Celso Augusto de - In: Journal of consumer marketing 39 (2022) 1, pp. 44-54
Persistent link: https://www.econbiz.de/10013165311