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~person:"Tsarenko, Yelena"
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Tsarenko, Yelena
Mattila, Anna S.
24
Stauss, Bernd
23
Roschk, Holger
19
Gelbrich, Katja
18
Grégoire, Yany
16
Homburg, Christian
13
Fürst, Andreas
12
Seidel, Wolfgang
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Jang, Soocheong
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Van Vaerenbergh, Yves
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9
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Ro, Heejung
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Robertson, Nichola
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Edvardsson, Bo
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Svensson, Göran
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Tronvoll, Bård
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Baker, Melissa A.
6
Balaji, M. S.
6
Brady, Michael K.
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Cai, Ruiying
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Chebat, Jean-Charles
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Grewal, Dhruv
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Gäthke, Jana
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Hogreve, Jens
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Schöler, Andreas
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Tripp, Thomas M.
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Walsh, Gianfranco
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Journal of service research : JSR
3
European journal of marketing : EJM
1
International journal of hospitality management
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Journal of marketing management : MM
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The journal of services marketing
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ECONIS (ZBW)
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1
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
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
Saved in:
3
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:
4
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
Saved in:
5
The role of personality characteristics and service failure severity in sonsumer forgiveness and service autcomes
Tsarenko, Yelena
;
Tojib, Dewi
- In:
Journal of marketing management : MM
28
(
2012
)
9/10
,
pp. 1217-1239
Persistent link: https://www.econbiz.de/10009615184
Saved in:
6
"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:
7
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:
8
A transactional model of forgiveness in the service failure context : a customer-driven approach
Tsarenko, Yelena
;
Tojib, Dewi Rooslani
- In:
The journal of services marketing
25
(
2011
)
5
,
pp. 381-392
Persistent link: https://www.econbiz.de/10009272204
Saved in:
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