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An integrated service recovery system (ISRS) : influence of knowledge-intensive business services performance
Santos Vijande, María Leticia; Díaz-Martin, Ana Maria; … - In: European journal of marketing : EJM 47 (2013) 5/6, pp. 934-963
Persistent link: https://www.econbiz.de/10009763943
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Effects of complaint management on loyalty versus probability of ending relationship
Suárez-Álvarez, Leticia; Díaz-Martín, Ana Maria; … - In: Advances in tourism destination marketing, (pp. 244-254). 2010
Persistent link: https://www.econbiz.de/10003997867
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The word of mouth dynamic : how positive (and negative) WOM drives purchase probability : an analysis of interpersonal and non-interpersonal factors
Vázquez Casielles, Rodolfo; Suárez-Álvarez, Leticia; … - In: Journal of advertising research 53 (2013) 1, pp. 43-60
Persistent link: https://www.econbiz.de/10009745871
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Explaining customer satisfaction with complaint handling
Varela Neira, Concepción; Vázquez Casielles, Rodolfo; … - In: The international journal of bank marketing : IJBM 28 (2010) 2, pp. 88-112
Persistent link: https://www.econbiz.de/10008696425
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Perceived justice of service recovery strategies : impact on customer satisfaction and quality relationship
Vázquez Casielles, Rodolfo; Álvarez, Leticia Suárez; … - In: Psychology & marketing 27 (2010) 5, pp. 487-509
Persistent link: https://www.econbiz.de/10003972422
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Analysis of the role of complaint management in the context of relationship marketing
Suárez Álvarez, Leticia; Vázquez Casielles, Rodolfo; … - In: Journal of marketing management : MM 27 (2011) 1/2, pp. 143-164
Persistent link: https://www.econbiz.de/10008841666
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Lack of preferential treatment : effects on dissatisfaction after a service failure
Varela Neira, Concepción; Vázquez Casielles, Rodolfo; … - In: Journal of service management 21 (2010) 1, pp. 45-68
Persistent link: https://www.econbiz.de/10003964392
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The influence of customer relationship marketing strategies on supply chain relationships : the moderating effects of environmental uncertainty and competitive rivalry
Sanzo, María José; Vázquez Casielles, Rodolfo - In: Journal of business-to-business marketing 18 (2011) 1, pp. 50-82
Persistent link: https://www.econbiz.de/10009009253
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The effects of customer age and recovery strategies in a service failure setting
Varela Neira, Concepción; Vázquez Casielles, Rodolfo; … - In: Journal of financial services marketing : JFSM 15 (2010/11) 1, pp. 32-48
Persistent link: https://www.econbiz.de/10009562579