Similar Search Results

Tran, Hai‐Anh; Strizhakova, Yuliya; Usrey, Bryan; … - In: Psychology & Marketing 39 (2021) 2, pp. 346-359

Persistent link: https://www.econbiz.de/10012808554

“If only…” : customer counterfactual thinking in failed recovery

Tran, Hai-Anh; Strizhakova, Yuliya; Liu, Hongfei; … - In: European Journal of Marketing 55 (2021) 12, pp. 3221-3249

Purpose: This paper aims to examine counterfactual thinking as a key mediator of the effects of failed recovery (vs. failed delivery) on negative electronic word-of-mouth (eWOM). The authors further investigate the effectiveness of using recovery co-creation in minimizing customers’...

Persistent link: https://www.econbiz.de/10012638178

And now, goodbye : consumer response to sponsor exit

Ruth, Julie A.; Strizhakova, Yuliya - In: International journal of advertising : the quarterly … 31 (2012) 1, pp. 39-62

Persistent link: https://www.econbiz.de/10009510695

"What does a woman want?" : the moderating effect of age in female consumption

Tsarenko, Yelena; Strizhakova, Yuliya - In: Journal of retailing and consumer services 26 (2015), pp. 41-46

Persistent link: https://www.econbiz.de/10011347846

Coping with service failures : the role of emotional intelligence, self-efficacy and intention to complain

Tsarenko, Yelena; Strizhakova, Yuliya - In: European journal of marketing : EJM 47 (2013) 1/2, pp. 71-92

Persistent link: https://www.econbiz.de/10009718551

"I'm mad and I can't get that service failure off my mind" : coping and rumination as mediators of anger effects on customer intentions

Strizhakova, Yuliya; Tsarenko, Yelena; Ruth, Julie A. - In: Journal of service research : JSR 15 (2012) 4, pp. 414-429

Persistent link: https://www.econbiz.de/10009673023

Consumer cynicism in service failures

Tran, Hai-Anh; Strizhakova, Yuliya; Usrey, Bryan; … - In: Psychology & marketing 39 (2022) 2, pp. 346-359

Persistent link: https://www.econbiz.de/10012796107

Reclaiming the future : understanding customer forgiveness of service transgressions

Tsarenko, Yelena; Strizhakova, Yuliya; Otnes, Cele - In: Journal of service research 22 (2019) 2, pp. 139-155

Persistent link: https://www.econbiz.de/10012007424

Coping with service failures: The role of emotional intelligence, self-efficacy and intention to complain

Tsarenko, Yelena; Strizhakova, Yuliya - In: European journal of marketing : EJM 47 (2013) 1, pp. 71-92

Persistent link: https://www.econbiz.de/10010071297

“I’m Mad and I Can’t Get That Service Failure Off My Mind”

Strizhakova, Yuliya; Tsarenko, Yelena; Ruth, Julie - In: Journal of service research : JSR 15 (2012) 4, pp. 414-430

Persistent link: https://www.econbiz.de/10010036791