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Consumer's re-participation in online flash sale after service failure : a moderated-mediation study

Sharma, Anjali; Jayasimha, K. R.; Srivastava, Himanshu … - In: Journal of global marketing 37 (2024) 3, pp. 194-211

Persistent link: https://www.econbiz.de/10015050010

The influence of the source and valence of word-of-mouth information on post-failure and post-recovery evaluations

Hess, Ronald L. <Jr.>; Ring, Lawrence - In: Service business 10 (2016) 2, pp. 319-343

Persistent link: https://www.econbiz.de/10011722315

The role of other customers during self-service technology failure

Yi, Youjae; Kim, Seo Young - In: Service business 11 (2017) 4, pp. 695-715

Persistent link: https://www.econbiz.de/10011914936

"Give me an upgrade or I will give you a bad review!" : investigating customer threats in the hospitality industry

Boukis, Achilleas; Harris, Lloyd C.; Koritos, Christos D. - In: Tourism management : research, policies, practice 104 (2024), pp. 1-11

Persistent link: https://www.econbiz.de/10015052203

The determinants of approval of online consumer revenge

Ribeiro, Gisele de Campos; Butori, Raphaëlle; Le … - In: Journal of business research : JBR 88 (2018), pp. 212-221

Persistent link: https://www.econbiz.de/10011869708

A comprehensive model of customer direct and indirect revenge : understanding the effects of perceived greed and customer power

Grégoire, Yany; Laufer, Daniel; Tripp, Thomas M. - In: Journal of the Academy of Marketing Science 38 (2010) 6, pp. 738-758

Persistent link: https://www.econbiz.de/10008779087

Rectifying failure of service : how customer perceptions of justice affect their emotional reponse and social media testimonial

Kim, Eojina; Tang, Liang - In: Journal of hospitality marketing & management 25 (2016) 7/8, pp. 897-924

Persistent link: https://www.econbiz.de/10011621365

Customer responses to integrity issues for travel services in China : a content analysis based on online complaints

Gong, Jin-Hong; Xie, Li-Shan; Peng, Jia-Min; Guan, Xin-Hua - In: International journal of contemporary hospitality management 27 (2015) 2, pp. 199-213

Persistent link: https://www.econbiz.de/10011300098

An empirical study of the role of failure severity in service recovery evaluation in the context of the airline industry

Nikbin, Davoud; Hyun, Sunghyup Sean - In: Review of managerial science 9 (2015) 4, pp. 731-749

Persistent link: https://www.econbiz.de/10011346095

The double-edged sword : the positive and negative effects of swithcing costs on customer exit and revenge

Haj-Salem, Narjes; Chebat, Jean-Charles - In: Journal of business research : JBR 67 (2014) 6, pp. 1106-1113

Persistent link: https://www.econbiz.de/10010364518

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