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Explaining customer satisfaction with complaint handling
Varela Neira, Concepción; Vázquez Casielles, Rodolfo; … - In: The international journal of bank marketing : IJBM 28 (2010) 2, pp. 88-112
Persistent link: https://www.econbiz.de/10008696425
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Comportamiento de abandono de la relación de un cliente con la empresa en un contexto de fallo y recuperación del servicio
Varela Neira, Concepción; Vázquez Casielles, Rodolfo; … - In: Cuadernos de economía y dirección de la empresa : CEDE 40 (2009), pp. 143-169
Persistent link: https://www.econbiz.de/10003925920
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Service recovery, satisfaction and behaviour intentions : analysis of compensation and social comparison communication strategies
Vázquez Casielles, Rodolfo; Iglesias Argu͏̈elles, Víctor - In: The service industries journal 32 (2012) 1/2, pp. 83-103
Persistent link: https://www.econbiz.de/10009427705
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Why didn't it work out? : the effects of attributions on the efficacy of recovery strategies
Iglesias Argu͏̈elles, Víctor; Varela-Neira, Conceptión - In: Journal of service theory and practice : JSTP 25 (2015) 6, pp. 700-724
Persistent link: https://www.econbiz.de/10011392207
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The effects of customer age and recovery strategies in a service failure setting
Varela Neira, Concepción; Vázquez Casielles, Rodolfo; … - In: Journal of financial services marketing : JFSM 15 (2010/11) 1, pp. 32-48
Persistent link: https://www.econbiz.de/10009562579
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Intentionality attributions and humiliation : the impact on customer behavior
Varela Neira, Concepción; Vázquez Casielles, Rodolfo; … - In: European journal of marketing : EJM 48 (2014) 5/6, pp. 901-923
Persistent link: https://www.econbiz.de/10010388104
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Collaborative manufacturer-distributor relationships : the role of governance, information sharing and creativity
Vázquez Casielles, Rodolfo; Iglesias Argu͏̈elles, Víctor - In: The journal of business & industrial marketing 28 (2013) 8, pp. 620-637
Persistent link: https://www.econbiz.de/10010222180
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Manufacturer-distributor relationships : role of relationship-specific investment and dependence types
Vázquez Casielles, Rodolfo; Iglesias Argu͏̈elles, Víctor - In: The journal of business & industrial marketing 32 (2017) 8, pp. 1245-1260
Persistent link: https://www.econbiz.de/10011802895
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Co-creation and service recovery process communication : effects on satisfaction, repurchase intentions, and word of mouth
Vázquez Casielles, Rodolfo; Iglesias Argu͏̈elles, Víctor - In: Service business 11 (2017) 2, pp. 321-343
Persistent link: https://www.econbiz.de/10011732372
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Lack of preferential treatment : effects on dissatisfaction after a service failure
Varela Neira, Concepción; Vázquez Casielles, Rodolfo; … - In: Journal of service management 21 (2010) 1, pp. 45-68
Persistent link: https://www.econbiz.de/10003964392