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Relational damage and relationship repair : a new look at transgressions in service relationships
Jones, Tim; Dacin, Peter A.; Taylor, Shirley F. - In: Journal of service research : JSR 14 (2011) 3, pp. 318-339
Persistent link: https://www.econbiz.de/10009383339
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It’s unfair : why customers who merely observe an uncivil employee abandon the company
Porath, Christine; MacInnis, Deborah J.; Folkes, Valerie S. - In: Journal of service research : JSR 14 (2011) 3, pp. 302-317
Persistent link: https://www.econbiz.de/10009383341
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Don't just fix it, make it better! : using frontline service employees to improve recovery performance
Heijden, Gielis A. H. van der; Schepers, Jeroen J. L.; … - In: Journal of the Academy of Marketing Science 41 (2013) 5, pp. 515-530
Persistent link: https://www.econbiz.de/10010126691
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Service with an e-smile : employee authenticity and customer use of web-based support services
Turel, Ofir; Connelly, Catherine E.; Fisk, Glenda, M. - In: Information & management : the internat. journal of … 50 (2013) 2/3, pp. 98-104
Persistent link: https://www.econbiz.de/10009744089
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Estimation of penalty costs in service industries
Mitra, Amitava; Patankar, Jayprakash G. - In: Advances in business and management forecasting 9 (2013), pp. 47-57
Persistent link: https://www.econbiz.de/10009745405
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Incorporating human resource management initiatives into customer services : empirical evidence from Chinese manufacturing firms
Feng, Taiwen; Wang, Dan; Prajogo, Daniel - In: Industrial marketing management : the international … 43 (2014) 1, pp. 126-135
Persistent link: https://www.econbiz.de/10010359366
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Spatially dispersed employee recovery : an airline case study
Hvass, Kristian A.; Torfadóttir, Embla - In: Journal of air transport management 34 (2014), pp. 65-69
Persistent link: https://www.econbiz.de/10010244601
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Touch versus tech : when technology functions as a barrier or a benefit to service encounters
Giebelhausen, Michael; Robinson, Stacey G.; Sirianni, … - In: Journal of marketing 78 (2014) 4, pp. 113-124
Persistent link: https://www.econbiz.de/10010381381
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Uncovering customer service experiences with Twitter : the case of airline industry
Misopoulos, Fotis; Mitic, Miljana; Kapoulas, Alexandros; … - In: Management decision : MD 52 (2014) 4, pp. 705-723
Persistent link: https://www.econbiz.de/10010386768
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Does relationship matter? : customers' response to service failure
Tsai, Chia-ching; Yang, Yung-kai; Cheng, Yu-chi - In: Managing service quality : MSQ ; an international journal 24 (2014) 2, pp. 139-159
Persistent link: https://www.econbiz.de/10010254024