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Explaining satisfaction in double deviation scenarios : the effects of anger and distributive justice
Casado-Díaz, Ana B. (contributor);  … - 2006 - 1. ed.
Persistent link: https://www.econbiz.de/10003377682
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The harmful consequences of failed recoveries in the banking industry
Casado, Ana Belén; Nicolau, Juan L.; Más Ruiz, … - In: The international journal of bank marketing : IJBM 29 (2011) 1, pp. 32-49
Persistent link: https://www.econbiz.de/10009007231
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The negative effects of failed service recoveries
Casado-Díaz, Ana B.; Nicolau-Gonzálbez, Juan L.; Más … - 2008
Persistent link: https://www.econbiz.de/10003826363
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The effect of quality on hotel risk
Nicolau, Juan L.; Sellers, Ricardo - In: Tourism economics : the business and finance of tourism … 17 (2011) 1, pp. 39-52
Persistent link: https://www.econbiz.de/10008992192
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Analysing the effect of environmental factors on service performance
Sellers, Ricardo; Nicolau, Juan Luis - In: The service industries journal 31 (2011) 9/10, pp. 1471-1488
Persistent link: https://www.econbiz.de/10009232975
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The quality of quality awards : diminishing information asymmetries in a hotel chain
Nicolau, Juan Luis; Sellers, Ricardo - In: Journal of business research : JBR 63 (2010) 8, pp. 832-839
Persistent link: https://www.econbiz.de/10009238391