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Advances in National Brand and Private Label Marketing : Ninth International Conference, 2022
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Delivering value in turbulent times : AMA Summer Educators' Conference 2011 ; AMA educators' proceedings Volume 22 ; San Francisco, California, USA, 5 - 7 August 2011
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Erfolgsfaktor Emotionalisierung : wie Unternehmen die Herzen der Kunden gewinnen
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1
The effects of group emotional contagion and deindividuation on complaint intentions in group service failure
Du, Jiangang
;
Fan, Xiucheng
;
Feng, Tianjun
- In:
Delivering value in turbulent times : AMA Summer …
,
(pp. 468-477)
.
2012
Persistent link: https://www.econbiz.de/10010191478
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2
The role of consumer engagement in recovering online service failures : an application of service-dominant logic
Islam, Jamid Ul
;
Rahman, Zillur
;
Hollebeek, Linda D.
- In:
Handbook of research on customer engagement
,
(pp. 456-469)
.
2019
Persistent link: https://www.econbiz.de/10013163406
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3
Consumer forgiveness of service failure in financial services industry
Tsanrenko, Yelena
;
Strizhakkova, Yuliya
-
2011
Persistent link: https://www.econbiz.de/10010191058
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4
Consumer resistance to innovations : essays on antecedents, manifestations and ways of overcoming it
Hietschold, Nadine
- In:
New waves in innovation management research
,
(pp. 363-378)
.
2018
Persistent link: https://www.econbiz.de/10012290789
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5
Text analytics of service customer reviews and feedback : understanding customers' emotions and cognition in the hospitality industry
Zhang, Jie
;
Han, Spring H.
;
Verma, Rohit
- In:
Research handbook on services management
,
(pp. 275-294)
.
2022
Persistent link: https://www.econbiz.de/10014452656
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6
Beschwerdepolitik
Pepels, Werner
-
2014
Persistent link: https://www.econbiz.de/10010457855
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7
Impact of culture on service failures and service recoveries
Tanrikulu, Ceyda
;
Gelibolu, Levent
- In:
Handbook of research on global business opportunities
,
(pp. 229-238)
.
2015
Persistent link: https://www.econbiz.de/10010459066
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8
A study on the relationship between switching barriers and service recovery evaluation
Shanmugam, Priya
;
Cherian, Mary
- In:
Marketing in the new global order : challenges and …
,
(pp. 587-597)
.
2007
Persistent link: https://www.econbiz.de/10003736585
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9
Oral complaints in service encounters
Kniivilä, Sonja
- In:
New orientations and developments : business …
,
(pp. 52-68)
.
2000
Persistent link: https://www.econbiz.de/10001580070
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10
Online service failure and recovery strategies : examining the influences of user-generated content
Ayertey, Samuel
;
Ranfagni, Silvia
;
Okafor, Sebastian
- In:
The art of digital marketing for fashion and luxury …
,
(pp. 243-271)
.
2021
Persistent link: https://www.econbiz.de/10012607410
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