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85
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65
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51
Who gets to decide your complaint intentions? : the influence of other companions on reaction to service failures
Huang, Molly Chien-jung
;
Wu, Homer C.
;
Chuang, Shih-chieh
; …
- In:
International journal of hospitality management
37
(
2014
),
pp. 180-189
Persistent link: https://www.econbiz.de/10010354183
Saved in:
52
Exploring the role of negative emotions on customer's intention to complain
Choraria, Sepna
- In:
Vision : the journal of business perspective
17
(
2013
)
3
,
pp. 201-211
Persistent link: https://www.econbiz.de/10010357662
Saved in:
53
Effectiveness of recovery actions on deviant customer behavior : the moderating role of gender
Huey Chern Boo
;
Mattila, Anna S.
;
Tan, Ching Yeng
- In:
International journal of hospitality management
35
(
2013
),
pp. 180-192
Persistent link: https://www.econbiz.de/10010225814
Saved in:
54
Customer reactions to service failure and recovery in the banking industry : the influence of switching costs
Matos, Celso Augusto de
;
Henrique, Jorge Luiz
;
Rosa, …
- In:
The journal of services marketing
27
(
2013
)
7
,
pp. 526-538
Persistent link: https://www.econbiz.de/10010231177
Saved in:
55
Exploring relationship among customer dissatisfaction, complaints, and loyalty in the virtualized environment : roles of advanced services
Cho, Yoon C.
- In:
International business and economics research journal
12
(
2013
)
11
,
pp. 1343-1360
Persistent link: https://www.econbiz.de/10010233767
Saved in:
56
Profiling service failure and customer online complaint motives in the case of single failure and double deviation
Poh Theng Loo
;
Huey Chern Boo
;
Khoo-Lattimore, Catheryn
- In:
Journal of hospitality marketing & management
22
(
2013
)
7/8
,
pp. 728-751
Persistent link: https://www.econbiz.de/10010241587
Saved in:
57
Triggers and inhibitors of illegitimate customer complaining behavior : anecdotes from frontline employees in the hospitality industry
Huang, Zhuowei
;
Zhao, Chen
;
Miao, Li
;
Fu, Xiaoxiao
- In:
International journal of contemporary hospitality management
26
(
2014
)
4
,
pp. 544-571
Persistent link: https://www.econbiz.de/10010387391
Saved in:
58
Service recovery's impact on customers next-in-line
Van Vaerenbergh, Yves
;
Vermeir, Iris
;
Larivière, Bart
- In:
Managing service quality : MSQ ; an international journal
23
(
2013
)
6
,
pp. 495-512
Persistent link: https://www.econbiz.de/10010202243
Saved in:
59
The nature of an apology : an experimental study on how to apologize after a service failure
Roschk, Holger
;
Kaiser, Susanne
- In:
Marketing letters : a journal of research in marketing
24
(
2013
)
3
,
pp. 293-309
Persistent link: https://www.econbiz.de/10009786892
Saved in:
60
Toward zero faults in passenger flights : a proposed framework
Barkai, Ofer
;
Harison, Elad
- In:
Review of business information systems
17
(
2013
)
3
,
pp. 109-116
Persistent link: https://www.econbiz.de/10009792575
Saved in:
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