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Failure : perspectives and prospects in marketing and consumption theory
Kjeldgaard, Dannie; Nøjgaard, Mikkel; Hartmann, … - In: Marketing theory 21 (2021) 2, pp. 277-286
Persistent link: https://www.econbiz.de/10012520610
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Service failure and recovery at the crossroads : recommendations to revitalize the field and its influence : editorial
Grégoire, Yany; Mattila, Anna S. - In: Journal of service research 24 (2021) 3, pp. 323-328
Persistent link: https://www.econbiz.de/10012592932
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Influencing perception of justice to leverage behavioral outcome : a perspective from restaurant service failure setting
Harun, Ahasan; Rokonuzzaman, Md.; Prybutok, Gayle; … - In: Quality management journal : QMJ 25 (2018) 3, pp. 112-128
Persistent link: https://www.econbiz.de/10011976334
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Whom do customers blame for a service failure? : effects of thought speed on causal locus attribution
Pacheco, Natália Araújo; Geuens, Maggie; Santos, … - In: Journal of retailing and consumer services 40 (2018), pp. 60-65
Persistent link: https://www.econbiz.de/10011801745
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Service recovery, justice perception, and forgiveness : the "other customers" perspectives
Shin, Hyunju; Casidy, Riza; Mattila, Anna S. - In: Services marketing quarterly 39 (2018) 1, pp. 1-21
Persistent link: https://www.econbiz.de/10011804112
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Underscoring trainer's lack of effort or talent in service failure of personal fitness training : customers' negative word-of-mouth response
Park, Sangchul; Lee, Hyun-Woo; Nite, Calvin - In: Service business 17 (2023) 4, pp. 1025-1050
Persistent link: https://www.econbiz.de/10014504697
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When and why saying "thank you" is better than saying "sorry" in redressing service failures : the role of self-esteem
You, Yanfen; Yang, Xiaojing; Wang, Lili; Deng, Xiaoyan - In: Journal of marketing 84 (2020) 2, pp. 133-150
Persistent link: https://www.econbiz.de/10012176607
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Can signaling impact customer satisfaction and behavioral intentions in times of service failure? : evidence from open versus closed kitchen restaurants
Byun, Jaemun; Jang, Soocheong - In: Journal of hospitality marketing & management 28 (2019) 7, pp. 785-806
Persistent link: https://www.econbiz.de/10012176719
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Virtual versus human : unraveling consumer reactions to service failures through influencer types
Zhao, Taiyang; Ran, Yaxuan; Wu, Banggang; Wang, Valerie … - In: Journal of business research : JBR 178 (2024), pp. 1-12
Persistent link: https://www.econbiz.de/10014555571
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Call it robot : anthropomorphic framing and failure of self-service technologies
Barone, Ada Maria; Stagno, Emanuela; Donato, Carmela - In: The journal of services marketing 38 (2024) 3, pp. 272-287
Persistent link: https://www.econbiz.de/10014515617