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Customers' reactions to other customer caused service failures : the effects of tie strength on customer loyalty
Kim, Youngsun Sean; Baker, Melissa A. - In: Journal of hospitality marketing & management 29 (2020) 6, pp. 682-701
Persistent link: https://www.econbiz.de/10012256164
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Who is talking, who is listening? : service recovery through online customer-to-customer interactions
Xu, Yingzi; Yap, Sheau-Fen; Hyde, Kenneth F. - In: Marketing intelligence & planning 34 (2016) 3, pp. 421-443
Persistent link: https://www.econbiz.de/10011571115
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The influence of customer participation on service failure perceptions
Koc, Erdogan; Ulukoy, Metin; Kilic, Recep; Yumusak, Sedat; … - In: Total quality management & business excellence : an … 28 (2017) 3/4, pp. 390-404
Persistent link: https://www.econbiz.de/10011723681
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A customer-dominant logic on service recovery and customer satisfaction
Cheung, Fung Yi Millissa; To, Wai Ming - In: Management decision : MD 54 (2016) 10, pp. 2524-2543
Persistent link: https://www.econbiz.de/10011579689
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Exploring the impact of service recovery on customer affection, perceived value, and sabotaging behaviour : does gender make a difference?
Daskin, Mustafa; Azilah Kasim - In: International journal of services and operations management 23 (2016) 4, pp. 467-485
Persistent link: https://www.econbiz.de/10011588653
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Recovering coproduced service failures : antecedents, consequences, and moderators of locus of recovery
Dong, Beibei; Sivakumar, K.; Evans, Kenneth R.; Zou, … - In: Journal of service research : JSR 19 (2016) 3, pp. 291-306
Persistent link: https://www.econbiz.de/10011665411
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The positive effects of customers’ power on their behavioral responses after service failure
Sembada, Agung; Tsarenko, Yelena; Tojib, Dewi - In: Journal of service research : JSR 19 (2016) 3, pp. 337-351
Persistent link: https://www.econbiz.de/10011665459
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Does service failure context matter? : customers' response to service recovery
Soares, Raquel Reis; Proença, João F. - In: Inventi impact: service sector (2016) 2, pp. 102-112
Persistent link: https://www.econbiz.de/10011593585
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Reclaiming the future : understanding customer forgiveness of service transgressions
Tsarenko, Yelena; Strizhakova, Yuliya; Otnes, Cele - In: Journal of service research 22 (2019) 2, pp. 139-155
Persistent link: https://www.econbiz.de/10012007424
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The effects of online incivility and consumer-to-consumer interactional justice on complainants, observers, and service providers during social media service recovery
Bacile, Todd J.; Wolter, Jeremy S.; Allen, Alexis M.; … - In: Journal of interactive marketing : a quarterly … 44 (2018), pp. 60-81
Persistent link: https://www.econbiz.de/10011949553