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Service failure and service recovery in toruism : a review

Ennew, Christine T. (contributor); … - 2003 - [Elektronische Ressource]

Persistent link: https://www.econbiz.de/10001846987

Emotional responses to service complaint experiences : the role of perceived justice

Schoefer, Klaus (contributor); … - 2002 - [Elektronischne Ressource]

Persistent link: https://www.econbiz.de/10001737463

The role of cognition and affect in the formation of customer satisfaction judgements concerning service recovery encounters

Schoefer, Klaus - In: Journal of consumer behaviour : an international … 7 (2008) 3, pp. 210-221

Persistent link: https://www.econbiz.de/10003740930

Cultural moderation in the formation of recovery satisfaction judgments : a cognitive-affective perspective

Schoefer, Klaus - In: Journal of service research : JSR 13 (2010) 1, pp. 52-66

Persistent link: https://www.econbiz.de/10003959016

Conflict in online consumption communities : a systematic literature review and directions for future research

Chandrasapth, Koblarp; Yannopoulou, Natalia; Schoefer, Klaus - In: International Marketing Review 38 (2021) 5, pp. 900-926

Purpose: The purpose of this study sets out to examine (1) how have conflicts been conceptualized and operationalized within the context of online consumption communities? (2) what are the main conflict management, resolution strategies and frameworks that have been identified? and (3) what are...

Persistent link: https://www.econbiz.de/10012639598

A typology of consumers' emotional response styles during service recovery encounters

Schoefer, Klaus; Diamantopoulos, Adamantios - In: British journal of management : BJM 20 (2009) 3, pp. 292-308

Persistent link: https://www.econbiz.de/10003884232

Measuring experienced emotions during service recovery encounters : construction and assessment of the ESRE scale

Schoefer, Klaus; Diamantopoulos, Adamantios - In: Service business : an international journal 2 (2008) 1, pp. 65-81

Persistent link: https://www.econbiz.de/10003692368

Do professional service firms benefit from customer and supplier collaborations in competitive, turbulent environments?

Heirati, Nima; O'Cass, Aron; Schoefer, Klaus; Siahtiri, Vida - In: Industrial marketing management : the international … 55 (2016), pp. 50-58

Persistent link: https://www.econbiz.de/10011503610

The role of emotions in translating perceptions of (in)justice into postcomplaint behavioral responses

Schoefer, Klaus; Diamantopoulos, Adamantios - In: Journal of service research : JSR 11 (2008/09) 1, pp. 91-103

Persistent link: https://www.econbiz.de/10003750022

Corporate rebranding : an internal perspective

Joseph, Abraham; Gupta, Suraksha; Wang, Yichuan; … - In: Journal of business research : JBR 130 (2021), pp. 709-723

Persistent link: https://www.econbiz.de/10012544901