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Satisfaction, dissatisfaction and complaining behavior with consumer services and intangible products
Bodur, Muzaffer - 1977
Persistent link: https://www.econbiz.de/10000054896
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Assessing the additional impact of process recovery communications on customer outcomes: a comprehensive service recovery approach
Van Vaerenbergh, Yves; Larivière, Bart; Vermeir, Iris - 2009
Persistent link: https://www.econbiz.de/10003854104
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The effects of failure recovery strategies on customer behaviours via complainants' perceptions of justice dimensions in banks
Cengiz, Ekrem; Er, Bünyamin; Kurtaran, Ahmet - In: Banks and bank systems : international research journal 2 (2007) 3, pp. 173-188
Persistent link: https://www.econbiz.de/10003867839
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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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A study of relations among service quality differences, post-purchase behavior intentions with personality traits, and service recovery strategy as intervening variables
Lin, Wen-bao - In: International journal of commerce and management 19 (2009) 2, pp. 137-157
Persistent link: https://www.econbiz.de/10003918755
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Exploration of lead factors affecting service recovery
Lin, Wen-bao - In: The service industries journal 29 (2009) 11/12, pp. 1529-1546
Persistent link: https://www.econbiz.de/10003928492
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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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Perceived justice of service recovery strategies : impact on customer satisfaction and quality relationship
Vázquez Casielles, Rodolfo; Álvarez, Leticia Suárez; … - In: Psychology & marketing 27 (2010) 5, pp. 487-509
Persistent link: https://www.econbiz.de/10003972422
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Towards a new model of "customer compliance" service provision
Kasabov, Edward; Warlow, Alex J. - In: European journal of marketing : EJM 44 (2010) 6, pp. 700-729
Persistent link: https://www.econbiz.de/10003989114
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The service hand-off: effects of multivendor service performance on customer satisfaction : an experimental study
Allred, Chad R.; Money, R. Bruce - In: The journal of services marketing 24 (2010) 2/3, pp. 183-195
Persistent link: https://www.econbiz.de/10003990917