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The role of employee affective...
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1
Others service experiences : emotions, perceived justice, and behavior
Mattila, Anna
;
Hanks, Lydia
;
Wang, Chenya
- In:
European journal of marketing : EJM
48
(
2014
)
3/4
,
pp. 552-571
Persistent link: https://www.econbiz.de/10010371632
Saved in:
2
How does culture impact customer evaluation in online complaining? : evidence from Germany and India
Sengupta, Sanchayan
- In:
Journal of global information management : an official …
28
(
2020
)
2
,
pp. 131-159
Persistent link: https://www.econbiz.de/10012304208
Saved in:
3
How can firms stop customer revenge? : the effects of direct and indirect revenge on post-complaint responses
Grégoire, Yany
;
Ghadami, Fateme
;
Laporte, Sandra
; …
- In:
Journal of the Academy of Marketing Science
46
(
2018
)
6
,
pp. 1052-1071
Persistent link: https://www.econbiz.de/10011951624
Saved in:
4
The effects of brand relationships on justice perceptions in service recovery
Gonçalves Filho, Cid
;
Kiefer, Kip
;
Fetscherin, Marc
; …
- In:
Journal of consumer marketing
40
(
2023
)
3
,
pp. 315-327
Persistent link: https://www.econbiz.de/10014275988
Saved in:
5
Other customers' service failure and recovery encounters : a qualitative exploration
Gupta, Niharika
;
Verma, Harsh V.
- In:
Asia-Pacific journal of business administration
16
(
2024
)
1
,
pp. 148-169
Persistent link: https://www.econbiz.de/10014455620
Saved in:
6
The role of perceived control in customer value cocreation and service recovery evaluation
Guo, Lin
;
Lotz, Sherry L.
;
Tang, Chuanyi
;
Gruen, Thomas W.
- In:
Journal of service research : JSR
19
(
2016
)
1
,
pp. 39-56
Persistent link: https://www.econbiz.de/10011433138
Saved in:
7
Consumer control in service recovery : beyond decisional control
Joosten, Herm
;
Bloemer, Johanna M.
;
Hillebrand, Bas
- In:
Journal of service management
28
(
2017
)
3
,
pp. 499-519
Persistent link: https://www.econbiz.de/10011758717
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8
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
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9
Negative affect, deep acting, and customer compensation as responses to customer mistreatment : the effect of customer-based perspective-taking
Lee, Lindsey
;
Guchait, Priyanko
;
Madera, Juan M.
- In:
International journal of hospitality management
89
(
2020
),
pp. 1-10
Persistent link: https://www.econbiz.de/10012293722
Saved in:
10
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
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