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1
The impact of service robots on customer satisfaction online ratings : the moderating effects of rapport and contextual review factors
Borghi, Matteo
;
Mariani, Marcello M.
;
Vega, Rodrigo P.
; …
- In:
Psychology & marketing
40
(
2023
)
11
,
pp. 2355-2369
Persistent link: https://www.econbiz.de/10014432406
Saved in:
2
Eliminating customer experience pain points in complex customer journeys through smart service solutions
Holz, Heiko F.
;
Becker, Marc
;
Blut, Markus
;
Paluch, Stefanie
- In:
Psychology & marketing
41
(
2024
)
3
,
pp. 592-609
Persistent link: https://www.econbiz.de/10014467620
Saved in:
3
Ordinary customer experience : conceptualization, characterization, and implications
Heinonen, Kristina
;
Lipkin, Michaela
- In:
Psychology & marketing
40
(
2023
)
9
,
pp. 1720-1736
Persistent link: https://www.econbiz.de/10014338320
Saved in:
4
When and why signaling frontline employee inexperience can prove to be an asset : effects on consumer forgiveness for service failure
Flacandji, Michaël
;
Cusin, Julien
;
Lunardo, Renaud
- In:
Psychology & marketing
40
(
2023
)
12
,
pp. 2728-2742
Persistent link: https://www.econbiz.de/10014432547
Saved in:
5
The customer is often wrong : investigating the influence of customer failures and apologies on frontline service employee well-being
Robertson, Nichola
;
Rotman, Jeffrey
;
MacQuilken, Lisa
; …
- In:
Psychology & marketing
40
(
2023
)
4
,
pp. 825-844
Persistent link: https://www.econbiz.de/10014290864
Saved in:
6
How can customers cope with cognitive demands of professional services? : the role of employee coping support
Garbas, Janina
;
Blaurock, Marah
;
Büttgen, Marion
; …
- In:
Psychology & marketing
40
(
2023
)
5
,
pp. 867-887
Persistent link: https://www.econbiz.de/10014290866
Saved in:
7
Digital presence in service recovery : the interactive effect of customer salutations and employee photographs in email signatures
Walsh, Gianfranco
;
Shiu, Edward
;
Schaarschmidt, Mario
; …
- In:
Psychology & marketing
39
(
2022
)
12
,
pp. 2361-2383
Persistent link: https://www.econbiz.de/10013465198
Saved in:
8
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
Saved in:
9
There's not much to tell : the impact of emotional resilience on negative word-of-mouth following service failure
Lteif, Lama
;
Rubin, Dan
;
Ball, Joan P.
;
Lamberton, Cait
- In:
Psychology & marketing
40
(
2023
)
9
,
pp. 1808-1820
Persistent link: https://www.econbiz.de/10014338326
Saved in:
10
The influence of frontline employee self-disclosure about products in a retail store on customer trust in the retailer in the context of service encounters
Park, Jihye
;
Yi, Youjae
- In:
Psychology & marketing
40
(
2023
)
7
,
pp. 1417-1430
Persistent link: https://www.econbiz.de/10014291940
Saved in:
11
Buffer bots : the role of virtual service agents in mitigating negative effects when service fails
Sands, Sean
;
Campbell, Colin L.
;
Plangger, Kirk
;
Pitt, …
- In:
Psychology & marketing
39
(
2022
)
11
,
pp. 2039-2054
Persistent link: https://www.econbiz.de/10013465140
Saved in:
12
"My place is your place" : understanding how psychological ownership influences peer-to-peer service experiences
Pino, Giovanni
;
Nieto-García, Marta
;
Zhang, Carol Xiaoyue
- In:
Psychology & marketing
39
(
2022
)
2
,
pp. 390-401
Persistent link: https://www.econbiz.de/10012796112
Saved in:
13
Mitigating the negative effects of service failure through customer identification
Song, Jiaqi
;
Huang, Jiexian
;
Jiang, Yuwei
- In:
Psychology & marketing
39
(
2022
)
4
,
pp. 715-725
Persistent link: https://www.econbiz.de/10013165429
Saved in:
14
Cross-cultural perceptions of onshore guided tours : a qualitative approach based on eWOM
Buyova, Daniela
;
Sanz Blas, Silvia
;
Cervera-Taulet, Amparo
- In:
Psychology & marketing
33
(
2016
)
12
,
pp. 1054-1061
Persistent link: https://www.econbiz.de/10011627270
Saved in:
15
An examination of frontline employee-customer incidental similarities in service failure and recovery contexts
Lindsey-Hall, Kristina K.
;
Jaramillo, Susana
;
Baker, …
- In:
Psychology & marketing
40
(
2023
)
6
,
pp. 1047-1060
Persistent link: https://www.econbiz.de/10014291713
Saved in:
16
Clothes, condoms, and customer satisfaction : the effect of employee mere presence on customer satisfaction depends on the shopping situation
Otterbring, Tobias
;
Lu, Chaoren
- In:
Psychology & marketing
35
(
2018
)
6
,
pp. 454-462
Persistent link: https://www.econbiz.de/10011970144
Saved in:
17
Will they pitch or will they switch? : Comparing Chinese and American consumers
Krishen, Anjala S.
;
Hu, Han-Fen
- In:
Psychology & marketing
35
(
2018
)
3
,
pp. 210-219
Persistent link: https://www.econbiz.de/10011970157
Saved in:
18
Long-term oriented marketing relationships and ethical conduct in outsourcing sector
Ndubisi, Nelson Oly
;
Malhotra, Naresh K.
;
Capel, Celine …
- In:
Psychology & marketing
33
(
2016
)
5
,
pp. 372-388
Persistent link: https://www.econbiz.de/10011485883
Saved in:
19
Mapping the service recovery research landscape : a bibliometric-based systematic review
Mir, Mahmood
;
Ashraf, Rohail
;
Syed, Tahir Abbas
;
Ali, Sara
- In:
Psychology & marketing
40
(
2023
)
10
,
pp. 2060-2087
Persistent link: https://www.econbiz.de/10014338470
Saved in:
20
Conceptualization and model development of customer-to-customer encounter quality (CCEQ) in service settings
Kim, Hyun Sik
;
Lee, Jun Youb
;
La, Suna
;
Choi, Beom Joon
- In:
Psychology & marketing
35
(
2018
)
6
,
pp. 463-476
Persistent link: https://www.econbiz.de/10011970135
Saved in:
21
The effect of service quality on customer satisfaction, loyalty, and happiness in five Asian countries
Gong, Taeshik
;
Yi, Youjae
- In:
Psychology & marketing
35
(
2018
)
6
,
pp. 427-442
Persistent link: https://www.econbiz.de/10011970145
Saved in:
22
Online customer service reviews in urban hotels : a data mining approach
Sánchez-Franco, Manuel J.
;
Navarro García, Antonio
; …
- In:
Psychology & marketing
33
(
2016
)
12
,
pp. 1174-1186
Persistent link: https://www.econbiz.de/10011627315
Saved in:
23
Exploring the customer's intention to switch firms : the role of customer-related antecedents
Revilla Camacho, Maria Angeles
;
Vega Vázquez, Manuela
; …
- In:
Psychology & marketing
34
(
2017
)
11
,
pp. 1039-1049
Persistent link: https://www.econbiz.de/10011770811
Saved in:
24
Understanding cross-product purchase intention in an IT brand extension context
Guo, Yue
;
Zhu, Ying
;
Barnes, Stuart J.
;
Bao, Yongchuan
; …
- In:
Psychology & marketing
35
(
2018
)
6
,
pp. 392-411
Persistent link: https://www.econbiz.de/10011970130
Saved in:
25
The impact of service robots on consumer response : examining the roles of consumers' service expertise and technology expertise
Zheng, Xiaoyun
;
Wang, Yao-Chin
;
Wei, Wei
;
Zhang, Lu
;
Huo, Da
- In:
Psychology & marketing
40
(
2023
)
11
,
pp. 2341-2354
Persistent link: https://www.econbiz.de/10014432405
Saved in:
26
The contrasting influences of incidental anger and fear on responses to a service failure
Su, Lei
;
Wan, Lisa C.
;
Wyer, Robert S.
- In:
Psychology & marketing
35
(
2018
)
9
,
pp. 666-675
Persistent link: https://www.econbiz.de/10011970127
Saved in:
27
The impact of service scripts on customer citizenship behavior and the moderating role of employee customer orientation
Nguyen, Helena
;
Groth, Markus
;
Walsh, Gianfranco
; …
- In:
Psychology & marketing
31
(
2014
)
12
,
pp. 1096-1109
Persistent link: https://www.econbiz.de/10010465120
Saved in:
28
Interpersonal relationship, service quality, seller expertise : how important are they to adolescent consumers?
Wan, Wendy W. N.
;
Luk, Chung-leung
;
Fam, Kim Shyan
;
Wu, …
- In:
Psychology & marketing
29
(
2012
)
5
,
pp. 365-377
Persistent link: https://www.econbiz.de/10009547316
Saved in:
29
Service quality, perceived value, corporate image, and customer loyalty in the context of varying levels of switching costs
Wang, Chung-yu
- In:
Psychology & marketing
27
(
2010
)
3
,
pp. 252-262
Persistent link: https://www.econbiz.de/10003956556
Saved in:
30
Special issue: Retail atmospherics and in-store nonverbal cues
Grewal, Dhruv
(
contributor
)
-
2014
Persistent link: https://www.econbiz.de/10010382594
Saved in:
31
The electronic service quality model : the moderating effect of customer self-efficacy
Yi, Youjae
;
Gong, Taeshik
- In:
Psychology & marketing
25
(
2008
)
7
,
pp. 587-601
Persistent link: https://www.econbiz.de/10003748328
Saved in:
32
Value co-creation in online healthcare communities : the impact of patients' reference frames on cure and care
Van Oerle, Sarah
;
Lievens, Annouk
;
Mahr, Dominik
- In:
Psychology & marketing
35
(
2018
)
9
,
pp. 629-639
Persistent link: https://www.econbiz.de/10011970122
Saved in:
33
For Indian online shoppers, have saying and doing parted ways?
Mishra, Manit
- In:
Psychology & marketing
35
(
2018
)
1
,
pp. 5-19
Persistent link: https://www.econbiz.de/10011970166
Saved in:
34
Self or simulacra of online reviews : an empirical perspective
Singh, Vivek Kumar
;
Nishant, Rohit
;
Kitchen, Philip J.
- In:
Psychology & marketing
33
(
2016
)
12
,
pp. 1112-1118
Persistent link: https://www.econbiz.de/10011627296
Saved in:
35
Revisiting problem gamblers' harsh gaze on casino services : applying complexity theory to identify exceptional customers
Woodside, Arch G.
;
Prentice, Catherine
;
Larsen, Anders
- In:
Psychology & marketing
32
(
2015
)
1
,
pp. 65-77
Persistent link: https://www.econbiz.de/10011287634
Saved in:
36
Problem gamblers' harsh gaze on casino services
Prentice, Catherine
;
Woodside, Arch G.
- In:
Psychology & marketing
30
(
2013
)
12
,
pp. 1108-1123
Persistent link: https://www.econbiz.de/10010232490
Saved in:
37
The beautiful, the cheerful, and the helpful : the effects of service employee attributes on customer satisfaction
Keh, Hean Tat
;
Ren, Run
;
Hill, Sally Rao
;
Li, Xuan
- In:
Psychology & marketing
30
(
2013
)
3
,
pp. 211-226
Persistent link: https://www.econbiz.de/10009728509
Saved in:
38
Happiness as a predictor of service quality and commitment for utilitarian and hedonic services
Hellén, Katarina
;
Sääksjärvi, Maria
- In:
Psychology & marketing
28
(
2011
)
9
,
pp. 934-957
Persistent link: https://www.econbiz.de/10009299414
Saved in:
39
Proposition for an improved version of the consumer entitlement inventory
Butori, Raphae͏̈lle
- In:
Psychology & marketing
27
(
2010
)
3
,
pp. 285-297
Persistent link: https://www.econbiz.de/10003956564
Saved in:
40
Perceived justice of service recovery strategies : impact on customer satisfaction and quality relationship
Vázquez Casielles, Rodolfo
;
Álvarez, Leticia Suárez
; …
- In:
Psychology & marketing
27
(
2010
)
5
,
pp. 487-509
Persistent link: https://www.econbiz.de/10003972422
Saved in:
41
Consumers' inferences about quality across diverse service providers
Reimer, Anja
;
Folkes, Valerie S.
- In:
Psychology & marketing
26
(
2009
)
12
,
pp. 1066-1078
Persistent link: https://www.econbiz.de/10003917024
Saved in:
42
Understanding the role of retail store service in light of self-image-store image congruence
O'Cass, Aron
;
Grace, Debra
- In:
Psychology & marketing
25
(
2008
)
6
,
pp. 521-537
Persistent link: https://www.econbiz.de/10003735892
Saved in:
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