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Dissatisfaction after service failures as a realized transaction risk : customer opportunism as a function of external and internal rewards

Khantimirov, Denis; Karande, Kiran; Ford, John B. - In: Journal of retailing and consumer services 52 (2020), pp. 1-9

Persistent link: https://www.econbiz.de/10012132180

Accommodating ethnic minority consumers during service encounters : the fine line

Mady, Sarah; Ford, John B.; Mady, Tarek - In: The journal of services marketing 36 (2022) 5, pp. 674-690

Persistent link: https://www.econbiz.de/10013407588

How small service failures drive customer defection : introducing the concept of microfailures

Sands, Sean; Campbell, Colin L.; Shedd, Lois; Ferraro, Carla - In: Business horizons 63 (2020) 4, pp. 573-584

Persistent link: https://www.econbiz.de/10012287580

Buffering B2B service failure : the role of customer engagement

Sands, Sean; Campbell, Colin L.; Ferraro, Carla; … - In: Industrial marketing management : the international … 103 (2022), pp. 47-60

Persistent link: https://www.econbiz.de/10013255667

Buffer bots : the role of virtual service agents in mitigating negative effects when service fails

Sands, Sean; Campbell, Colin L.; Plangger, Kirk; Pitt, … - In: Psychology & marketing 39 (2022) 11, pp. 2039-2054

Persistent link: https://www.econbiz.de/10013465140

Services research in a cross-cultural/cross-national context

Ford, John B. (contributor) - 2005

This special issue of International Marketing Review focuses on "Services research in across-national or cross-cultural context." The growth of the services sector in a globalcontext has been and continues to be phenomenal. While excellent quantitative as wellas qualitative research is ongoing...

Persistent link: https://www.econbiz.de/10012673127