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Engaging the avatar : the effects of authenticity signals during chat-based service recoveries
Esmark Jones, Carol L.; Hancock, Tyler; Kazandjian, Brett; … - In: Journal of business research : JBR 144 (2022), pp. 703-716
Persistent link: https://www.econbiz.de/10013185032
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Is service recovery of equal importance for private vs public complainers?
Béal, Mathieu; Suri, Anshu; Nguyen, Nguyen; Grégoire, Yany - In: Journal of business research : JBR 153 (2022), pp. 392-400
Persistent link: https://www.econbiz.de/10013534061
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A time(ly) perspective of the service recovery paradox : how organizational learning moderates follow-up recovery effects
Lunardo, Renaud; Cusin, Julien; Flacandji, Michaël - In: Journal of business research : JBR 166 (2023), pp. 1-14
Persistent link: https://www.econbiz.de/10014380317
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Customer experiences and coping behaviors during crisis situations : the role of service adaptation and service transformation
Larivière, Bart; Schetgen, Lisa; Bogaert, Matthias; … - In: Journal of business research : JBR 188 (2025), pp. 1-20
Persistent link: https://www.econbiz.de/10015159454
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Group service recovery strategies effectiveness : the moderating effects of group size and relational distance
Zhou, Yuanyuan; Tsang, Alex S. L.; Huang, Minxue; Zhou, Nan - In: Journal of business research : JBR 67 (2014) 11, pp. 2480-2485
Persistent link: https://www.econbiz.de/10010402748
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Developing a multidimensional scale of customer-oriented deviance (COD)
Leo, Cheryl; Russell-Bennett, Rebekah - In: Journal of business research : JBR 67 (2014) 6, pp. 1218-1225
Persistent link: https://www.econbiz.de/10010365146
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The effects of social justice and stigma-consciousness on gay customers' service recovery evaluation
Ro, Heejung; Olson, Eric - In: Journal of business research : JBR 67 (2014) 6, pp. 1162-1169
Persistent link: https://www.econbiz.de/10010365163
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Service firm capabilities and performance : contingent analysis of customer contact
Cruz-Ros, Sonia; Gonzalez-Cruz, Tomas F. - In: Journal of business research : JBR 68 (2015) 7, pp. 1612-1621
Persistent link: https://www.econbiz.de/10011298890
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The effects of marketer- and advocate-initiated online service recovery responses on silent bystanders
Weitzl, Wolfgang; Hutzinger, Clemens - In: Journal of business research : JBR 80 (2017), pp. 164-175
Persistent link: https://www.econbiz.de/10011771479
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"Service Encounter 2.0" : an investigation into the roles of technology, employees and customers
Larivière, Bart; Bowen, David E.; Andreassen, Tor W.; … - In: Journal of business research : JBR 79 (2017), pp. 238-246
Persistent link: https://www.econbiz.de/10011745302