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51
The effects of service failures and recovery on customer loyalty in e-services : an empirical investigation
Sousa, Rui
;
Voss, Christopher A.
- In:
International journal of operations & production …
29
(
2009
)
8
,
pp. 834-864
Persistent link: https://www.econbiz.de/10009523754
Saved in:
52
Handling customer complaints effectively : a comparison of the value maps of female and male complainants
Gruber, Thorsten
;
Szmigin, Isabelle
;
Voss, Roediger
- In:
Managing service quality : MSQ ; an international journal
19
(
2009
)
6
,
pp. 636-656
Persistent link: https://www.econbiz.de/10009525054
Saved in:
53
Will you tolerate this? : the impact of affective commitment on complaint intention and postrecovery behavior
Evanschitzky, Heiner
;
Brock, Christian
;
Blut, Markus
- In:
Journal of service research : JSR
14
(
2011
)
4
,
pp. 410-425
Persistent link: https://www.econbiz.de/10009491362
Saved in:
54
Switching barriers and customer retention : why customers dissatisfied with online service recovery remain loyal
Li, Chia-Ying
- In:
Journal of service theory and practice : JSTP
25
(
2015
)
4
,
pp. 370-393
Persistent link: https://www.econbiz.de/10011400714
Saved in:
55
Customer e-complaining behaviours using social media
Balaji, M. S.
;
Jha, Subhash
;
Stafford, Marla Royne
- In:
The service industries journal
35
(
2015
)
11/12
,
pp. 633-654
Persistent link: https://www.econbiz.de/10011401814
Saved in:
56
Online complaint handling : the effects of politeness and grammaticality upon perceived professionalism and loyalty
Schwab, Pierre-Nicolas
;
Rothenberger, Sandra
-
2015
Persistent link: https://www.econbiz.de/10011289059
Saved in:
57
Silent voices : nonbehavioral reactions to service failures
Ro, Heejung
;
Mattila, Anna S.
- In:
Services marketing quarterly
36
(
2015
)
2
,
pp. 95-111
Persistent link: https://www.econbiz.de/10011290006
Saved in:
58
Online service failure : diagnosing customer's evaluation of critical incidents outcomes
Ahmad, Maisarah
;
Kadir, Suhaila Abdul
;
Syed Shah Alam
; …
- In:
International journal of applied business and economic …
13
(
2015
)
1
,
pp. 239-257
Persistent link: https://www.econbiz.de/10011376176
Saved in:
59
The mediating roles of renqing and ganqing in Chinese relationship marketing
Zhou, Xinhua
;
Shi, Guicheng
;
Liu, Matthew Tingchi
;
Bu, …
- In:
Nankai business review international
6
(
2015
)
2
,
pp. 156-176
Persistent link: https://www.econbiz.de/10011376679
Saved in:
60
The effects of perceived justice and experience on service recovery satisfaction and post-purchase behaviours in the airline industry
Pai, Fan-Yun
- In:
International journal of services and operations management
21
(
2015
)
2
,
pp. 175-186
Persistent link: https://www.econbiz.de/10011380064
Saved in:
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