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Exploring the role of negative emotions on customer's intention to complain
Choraria, Sepna - In: Vision : the journal of business perspective 17 (2013) 3, pp. 201-211
Persistent link: https://www.econbiz.de/10010357662
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Effectiveness of recovery actions on deviant customer behavior : the moderating role of gender
Huey Chern Boo; Mattila, Anna S.; Tan, Ching Yeng - In: International journal of hospitality management 35 (2013), pp. 180-192
Persistent link: https://www.econbiz.de/10010225814
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Exploring relationship among customer dissatisfaction, complaints, and loyalty in the virtualized environment : roles of advanced services
Cho, Yoon C. - In: International business and economics research journal 12 (2013) 11, pp. 1343-1360
Persistent link: https://www.econbiz.de/10010233767
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Profiling service failure and customer online complaint motives in the case of single failure and double deviation
Poh Theng Loo; Huey Chern Boo; Khoo-Lattimore, Catheryn - In: Journal of hospitality marketing & management 22 (2013) 7/8, pp. 728-751
Persistent link: https://www.econbiz.de/10010241587
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Triggers and inhibitors of illegitimate customer complaining behavior : anecdotes from frontline employees in the hospitality industry
Huang, Zhuowei; Zhao, Chen; Miao, Li; Fu, Xiaoxiao - In: International journal of contemporary hospitality management 26 (2014) 4, pp. 544-571
Persistent link: https://www.econbiz.de/10010387391
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Service recovery's impact on customers next-in-line
Van Vaerenbergh, Yves; Vermeir, Iris; Larivière, Bart - In: Managing service quality : MSQ ; an international journal 23 (2013) 6, pp. 495-512
Persistent link: https://www.econbiz.de/10010202243
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The nature of an apology : an experimental study on how to apologize after a service failure
Roschk, Holger; Kaiser, Susanne - In: Marketing letters : a journal of research in marketing 24 (2013) 3, pp. 293-309
Persistent link: https://www.econbiz.de/10009786892
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The effects of failure and recovery on customer purchase behavior
Heumann, Christian G. - 2012
Persistent link: https://www.econbiz.de/10010126965
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First step in social media : measuring the influence of online management responses on customer satisfaction
Gu, Bin; Ye, Qiang - In: Production and operations management : an international … 23 (2014) 4, pp. 570-582
Persistent link: https://www.econbiz.de/10010364045
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Hospitality-based critical incidents : a cross-cultural comparison
Swanson, Scott R.; Huang, Yinghua; Wang, Baoheng - In: International journal of contemporary hospitality management 26 (2014) 1, pp. 50-68
Persistent link: https://www.econbiz.de/10010249721