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Show you care : initiating co-creation in service recovery
Xu, Yingzi; Marshall, Roger; Edvardsson, Bo; Tronvoll, Bård - In: Journal of service management 25 (2014) 3, pp. 369-387
Persistent link: https://www.econbiz.de/10010384971
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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
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Aligning employee service recovery performance with brand values : the role of brand-specific leadership
Khanyapuss Punjaisri; Evanschitzky, Heiner; Rudd, John - In: Journal of marketing management : MM 29 (2013) 9/10, pp. 981-1006
Persistent link: https://www.econbiz.de/10010194421
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The effects of emotional intelligence on service recovery and organizational loyalty : a case of flight attendants of South Korean airlines
Lee, Jung-hyun; Kim, Min-su; Jeon, Aeeun - In: Service business 7 (2013) 4, pp. 665-686
Persistent link: https://www.econbiz.de/10010201131
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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
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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
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The effects of social justice and stigma-consciousness on gay customers' service recovery evaluation
Ro, Heejung; Olson, Eric - In: Journal of business research : JBR 67 (2014) 6, pp. 1162-1169
Persistent link: https://www.econbiz.de/10010365163
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Hospitality-based critical incidents : a cross-cultural comparison
Swanson, Scott R.; Huang, Yinghua; Wang, Baoheng - In: International journal of contemporary hospitality management 26 (2014) 1, pp. 50-68
Persistent link: https://www.econbiz.de/10010249721
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Customer intentions to ivoke service guarantees : do excellence in service recovery, type of guarantee and cultural orientation matter?
Van Vaerenbergh, Yves; De Keyser, Arne; Larivière, Bart - In: Managing service quality : MSQ ; an international journal 24 (2014) 1, pp. 45-62
Persistent link: https://www.econbiz.de/10010252064
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Does relationship matter? : customers' response to service failure
Tsai, Chia-ching; Yang, Yung-kai; Cheng, Yu-chi - In: Managing service quality : MSQ ; an international journal 24 (2014) 2, pp. 139-159
Persistent link: https://www.econbiz.de/10010254024