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An exploratory study of the formation and impact of electronic service failures
Tan, Chee-Wee; Benbasat, Izak; Cenfetelli, Ronald T. - In: Management information systems : mis quarterly 40 (2016) 1, pp. 1-29
Persistent link: https://www.econbiz.de/10011447555
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Interrupted anticipation after a service failure : the role of olfactory sensation on expected pleasure, taste enjoyment, consumption, and repatronage intentions
Moore, David J. - In: Marketing letters : a journal of research in marketing 24 (2013) 4, pp. 399-408
Persistent link: https://www.econbiz.de/10010207194
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Consumer responses to service failures : a resource preference model of cultural influences
Chan, Haksin; Wan, Lisa C. - In: Journal of international marketing 16 (2008) 1, pp. 72-97
Persistent link: https://www.econbiz.de/10003771400
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An analysis of customers' e-complaints for luxury resort properties
Zheng, Tianshu; Youn, Hyewon; Kincaid, Clark S. - In: Journal of hospitality marketing & management 18 (2009) 7, pp. 718-729
Persistent link: https://www.econbiz.de/10003893335
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Explaining satisfaction in double deviation scenarios : the effects of anger and distributive justice
Casado-Díaz, Ana B. (contributor);  … - 2006 - 1. ed.
Persistent link: https://www.econbiz.de/10003377682
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Service failures in online double deviation scenarios : justice theory approach
Lee, Eun Jung; Park, Jungkun - In: Managing service quality : MSQ ; an international journal 20 (2010) 1, pp. 46-69
Persistent link: https://www.econbiz.de/10003940606
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Impacts of reputation for quality on perceptions of company responsibility and product-related dangers in times of product-recall and public complaints crises : results from an emp...
Grunwald, Guido; Hempelmann, Bernd - In: Corporate reputation review : an international journal 13 (2010/11) 4, pp. 264-283
Persistent link: https://www.econbiz.de/10008907358
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Empirical profiles of service recovery systems : the maturity perspective
Smith, Jeffery S.; Karwan, Kirk R. - In: Journal of service research : JSR 13 (2010) 1, pp. 111-125
Persistent link: https://www.econbiz.de/10003959023
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Passenger complaints under irregualr airline conditions : cross-culture study
Kim, Yu-kyoung; Lee, Hyung-ryong - In: Journal of air transport management 15 (2009) 6, pp. 350-353
Persistent link: https://www.econbiz.de/10003989135
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The effect of service quality and expectations on customer complaints
Forbes, Silke J. - In: The journal of industrial economics 56 (2008) 1, pp. 190-213
Persistent link: https://www.econbiz.de/10003705586