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~subject:"Service quality"
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Service quality
Consumer behaviour
9
Konsumentenverhalten
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Beschwerdemanagement
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Complaint management
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Customer satisfaction
6
Dienstleistungsqualität
6
Kundenzufriedenheit
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Gastronomie
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Restaurant industry
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Australia
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Australien
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Beziehungsmarketing
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Customer service
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Innovation adoption
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Innovationsakzeptanz
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Kundenservice
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Relationship marketing
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Consumer perceptions
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Customer intentions
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Gerechtigkeit
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Informational advertising content
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Interactive voice response
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Internet
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Invariance testing
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Justice
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Mobile phone plans
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Selbstbedienung
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Self-service technologies
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Telecommunications
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Terms and conditions
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Unit pricing
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e-readers
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emotional attachment
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Analysis of variance
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MacQuilken, Lisa
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Robertson, Nichola
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McDonald, Heath
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Polonsky, Michael J.
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Leckie, Civilai
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International journal of hospitality management
1
Journal of hospitality & tourism research : JHTR ; the professional journal of the Council on Hotel, Restaurant, and Institutional Education
1
Journal of hospitality marketing & management
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Journal of strategic marketing
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Psychology & marketing
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The journal of services marketing
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ECONIS (ZBW)
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Is guarantee compensation enough? : the important role of fix and employee effort in restoring justice
MacQuilken, Lisa
;
McDonald, Heath
;
Vocino, Andrea
- In:
International journal of hospitality management
33
(
2013
),
pp. 41-50
Persistent link: https://www.econbiz.de/10009746522
Saved in:
2
Examining customer evaluations across different self-service technologies
Robertson, Nichola
;
McDonald, Heath
;
Leckie, Civilai
; …
- In:
The journal of services marketing
30
(
2016
)
1
,
pp. 88-102
Persistent link: https://www.econbiz.de/10011445689
Saved in:
3
Who chose this restaurant anyway? : the effect of responsibility for choice, guarantees, and failure stability on customer complaining
MacQuilken, Lisa
;
Robertson, Nichola
- In:
Journal of hospitality & tourism research : JHTR ; the …
37
(
2013
)
4
,
pp. 537-562
Persistent link: https://www.econbiz.de/10010206596
Saved in:
4
Recovering from other-customer-caused failure : the effect on focal customer complaining
MacQuilken, Lisa
;
Robertson, Nichola
;
Polonsky, Michael J.
- In:
Journal of hospitality marketing & management
26
(
2017
)
1
,
pp. 83-104
Persistent link: https://www.econbiz.de/10011669673
Saved in:
5
Frontline health professionals' perceptions of their adaptive competences in service recovery
MacQuilken, Lisa
;
Robertson, Nichola
;
Abbas, Ghassan
; …
- In:
Journal of strategic marketing
28
(
2020
)
1
,
pp. 70-94
Persistent link: https://www.econbiz.de/10012202795
Saved in:
6
The customer is often wrong : investigating the influence of customer failures and apologies on frontline service employee well-being
Robertson, Nichola
;
Rotman, Jeffrey
;
MacQuilken, Lisa
; …
- In:
Psychology & marketing
40
(
2023
)
4
,
pp. 825-844
Persistent link: https://www.econbiz.de/10014290864
Saved in:
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