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Compensatory solution : can it save a company from a service failure?
Tran, Trang P.; Roswinanto, Widyarso; Yunus, Erlinda Nusron - In: Services marketing quarterly 37 (2016) 2, pp. 80-97
Persistent link: https://www.econbiz.de/10011486830
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"I'm here to help" : how companies' microblog responses to consumer problems influence brand perceptions
Coyle, James R.; Smith, Ted; Platt, Glenn J. - In: Journal of research in interactive marketing : … 6 (2012) 1, pp. 27-41
Persistent link: https://www.econbiz.de/10009571569
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A cross-cultural comparison of perceived informational fairness with service failure explanations
Wang, Chen-ya; Mattila, Anna S. - In: The journal of services marketing 25 (2011) 6, pp. 429-439
Persistent link: https://www.econbiz.de/10009390049
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Take it back : the impact of dynamic consumer goals in return and exchange interactions
Droms, Courtney M. - In: Services marketing quarterly 34 (2013) 1, pp. 67-85
Persistent link: https://www.econbiz.de/10009726519
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Do negative consumption experiences hurt manufacturers or retailers? : the influence of reasoning style on consumer blame attributions and purchase intention
Yoon, Sukki - In: Psychology & marketing 30 (2013) 7, pp. 555-565
Persistent link: https://www.econbiz.de/10009778566
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How can regulators affect corporate social responsibility? : evidence from regulatory disclosures of consumer complaints in the U.S.
Wang, Yujie; Tsang, Albert; Xiang, Yi; Yan, Shuo - In: The British accounting review 56 (2024) 1, pp. 1-26
Persistent link: https://www.econbiz.de/10015062078
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When your best customers become your worst enemies : does time really heal all wounds?
Grégoire, Yany; Tripp, Thomas M.; Legoux, Renaud - In: GfK marketing intelligence review : Marketingforschung … 3 (2011) 1, pp. 26-35
Persistent link: https://www.econbiz.de/10009007733
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Effect of effort and deadlines on consumer product returns
Janakiraman, Narayan; Ordóñez, Lisa - In: Journal of consumer psychology : JCP : the official … 22 (2012) 2, pp. 260-271
Persistent link: https://www.econbiz.de/10009569967
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The impact of corporate social responsibility (CSR) and customer trust on the restoration of loyalty after service failure and recovery
Choi, Beom Joon; La, Suna - In: The journal of services marketing 27 (2013) 3, pp. 223-233
Persistent link: https://www.econbiz.de/10009761808
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Exploring the impacts of service guarantee strategy
Lee, Kyuho; Khan, Mahmood A. - In: Journal of travel and tourism marketing 29 (2012) 1/2, pp. 133-146
Persistent link: https://www.econbiz.de/10009537257