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The impact of culture on consumers#x0201; perceptions of service recovery efforts
Mattila, Anna S.; Patterson, Paul G. - In: Journal of retailing 80 (2004) 3, pp. 196-206
Persistent link: https://www.econbiz.de/10006608383
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A cross-cultural study of switching barriers and propensity to stay with service providers
Patterson, Paul G.; Smith, Tasman - In: Journal of retailing 79 (2003) 2, pp. 107-120
Persistent link: https://www.econbiz.de/10006613387
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Customer Rage Episodes: Emotions, Expressions and Behaviors
Mccoll-Kennedy, Janet R.; Patterson, Paul G.; Smith, Amy K. - In: Journal of retailing 85 (2009) 2, pp. 222
Persistent link: https://www.econbiz.de/10008259742
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Customer Rage Back-Story: Linking Needs-Based Cognitive Appraisal to Service Failure Type
Surachartkumtonkun, Jiraporn; Patterson, Paul G.; … - In: Journal of retailing 89 (2013) 1, pp. 72-87
Persistent link: https://www.econbiz.de/10010073978
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Customer Rage Episodes: Emotions, Expressions and Behaviors
McColl-Kennedy, Janet R.; Patterson, Paul G.; Smith, Amy K. - In: Journal of retailing 85 (2009) 2, pp. 222-238
Persistent link: https://www.econbiz.de/10008889572
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Customer rage back-story : linking needs-based cognitive appraisal to service failure type
Surachartkumtonkun, Jiraporn; Patterson, Paul G.; … - In: Journal of retailing 89 (2013) 1, pp. 72-87
Persistent link: https://www.econbiz.de/10009732740
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Customer rage episodes : emotions, expressions and behaviors
McColl-Kennedy, Janet R.; Patterson, Paul G.; Smith, Amy K. - In: Journal of retailing 85 (2009) 2, pp. 222-237
Persistent link: https://www.econbiz.de/10003870743