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~isPartOf:"International journal of hospitality management"
~isPartOf:"Journal of service research : JSR"
~person:"Tsarenko, Yelena"
~subject:"Complaint management"
~type_genre:"Article in journal"
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Complaint management
Beschwerdemanagement
4
Consumer behaviour
3
Customer service
3
Dienstleistungsqualität
3
Konsumentenverhalten
3
Kundenservice
3
Service quality
3
Beziehungsmarketing
2
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Kundenzufriedenheit
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Relationship marketing
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Competitive advantage
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Coping strategy
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Coping-Strategie
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Customer integration
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Customer-to-customer interaction
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Dienstleistungssektor
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Emotion
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Informational recovery
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Intelligence
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Intelligenz
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Robot
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Roboter
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Role congruity
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Service industry
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Service robot
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Wettbewerbsvorteil
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cognitive appraisal
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compensation
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customer power
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double deviation
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revenge
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service failure severity
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Article in journal
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Tsarenko, Yelena
Guchait, Priyanko
6
Jang, Soocheong
6
Mattila, Anna S.
5
Gelbrich, Katja
3
Brady, Michael K.
2
Huey Chern Boo
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Kim, Hyunsu
2
Kim, Jong-hyeong
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Larivière, Bart
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Luo, Anqi
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Madera, Juan M.
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Magnini, Vincent P.
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Meng, Fang
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Patterson, Paul G.
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Ro, Heejung
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Robertson, Nichola
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Roschk, Holger
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So, Kevin Kam Fung
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Sreejesh, S.
2
Taheri, Babak
2
Tojib, Dewi
2
Van Vaerenbergh, Yves
2
Vermeir, Iris
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Walsh, Gianfranco
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Wang, Xingyu
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Wei, Wei
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Adler, Howard
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Andajigarmaroudi, Saeed
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International journal of hospitality management
Journal of service research : JSR
European journal of marketing : EJM
1
Journal of marketing management : MM
1
Journal of service research
1
The journal of services marketing
1
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ECONIS (ZBW)
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Human staff vs. service robot vs. fellow customer : does it matter who helps your customer following a service failure incident?
Ho, Ting Hin
;
Tojib, Dewi
;
Tsarenko, Yelena
- In:
International journal of hospitality management
87
(
2020
),
pp. 1-10
Persistent link: https://www.econbiz.de/10012241791
Saved in:
2
The positive effects of customers’ power on their behavioral responses after service failure
Sembada, Agung
;
Tsarenko, Yelena
;
Tojib, Dewi
- In:
Journal of service research : JSR
19
(
2016
)
3
,
pp. 337-351
Persistent link: https://www.econbiz.de/10011665459
Saved in:
3
"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
Saved in:
4
Emotional intelligence as a moderator of coping strategies and service outcomes in circumstances of service failure
Gabbott, Mark
;
Tsarenko, Yelena
;
Mok, Wai Hoe
- In:
Journal of service research : JSR
14
(
2011
)
2
,
pp. 234-248
Persistent link: https://www.econbiz.de/10009266738
Saved in:
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