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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

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

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 2 (2008) 1, pp. 65-81

Persistent link: https://www.econbiz.de/10008515381

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/10008283845

Customer evaluations of tour operators' responses to their complaints : an exploratory study

Schoefer, Klaus (contributor) - 2002 - [Elektronische Ressource]

Persistent link: https://www.econbiz.de/10001736631

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

The impact of perceived justice on consumers' emotional responses to service complaint experiences

Schoefer, Klaus; Ennew, Christine - In: The journal of services marketing 19 (2005) 5, pp. 261-270

Persistent link: https://www.econbiz.de/10007097577

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