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The effect of CSR on consumer behavioral responses after service failure and recovery
Fatma, Mobin; Khan, Imran; Rahman, Zillur - In: European business review : EBR ; the official journal … 28 (2016) 5, pp. 583-599
Persistent link: https://www.econbiz.de/10011588576
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Brand credibility and customer-based brand equity : a service recovery perspective
Rifi, Azzam; Mostafa, Rania B. - In: Journal of financial services marketing 27 (2022) 1, pp. 1-16
Persistent link: https://www.econbiz.de/10013170430
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How does corporate social responsibility affect consumer response to service failure in buyer-seller relationships?
Bolton, Lisa E.; Mattila, Anna S. - In: Journal of retailing 91 (2015) 1, pp. 140-153
Persistent link: https://www.econbiz.de/10010500739
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Decoding consumers' CSR scepticism : service recovery experience perspective
Kushwah, Mihir Kumar; Srivastava, Himanshu Shekhar - In: Marketing intelligence & planning 41 (2023) 3, pp. 265-278
Persistent link: https://www.econbiz.de/10014312974
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How do consumer-to-consumer interactions affect bystanders on corporate social media (CSM)? : (in)civility in advocates' responses and complainant-bystander psychological distance
Huang, Ran; Ha, Sejin - In: The service industries journal 44 (2024) 11/12, pp. 789-812
Persistent link: https://www.econbiz.de/10015050128
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Service failure magnitude and paradox : a banking perspective
Singhal, Shuchi; Krishna, Anupam; Lazarus, Davis - In: Journal of relationship marketing : innovations & … 12 (2013) 3, pp. 191-203
Persistent link: https://www.econbiz.de/10010209887
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The effects of service recovery on customer satisfaction and customer loyalty in banks
Maamari, Bassem E.; Wasfi, Hummam S. A. - In: International journal of technology marketing : IJTMkt 14 (2020) 4, pp. 403-424
Persistent link: https://www.econbiz.de/10012534250
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Guilt no longer a sin : the effect of guilt in the service recovery paradox
Cheng, Yin-Hui; Chang, Chia-Jung; Chuang, Shih-Chieh; … - In: Journal of service theory and practice : JSTP 25 (2015) 6, pp. 836-853
Persistent link: https://www.econbiz.de/10011392444
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The dark side of customer co-creation : exploring the consequences of failed co-created services
Heidenreich, Sven; Wittkowski, Kristina; Handrich, Matthias - In: Journal of the Academy of Marketing Science 43 (2015) 3, pp. 279-296
Persistent link: https://www.econbiz.de/10011287133
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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