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When and why a squeakier wheel gets more grease : the influence of cultural values and anger intensity on customer compensation
Glikson, Ella; Rees, Laura; Wirtz, Jochen; Kopelman, Shirli - In: Journal of service research 22 (2019) 3, pp. 223-240
Persistent link: https://www.econbiz.de/10012126364
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Proactive handling of flight overbooking : how to reduce negative eWOM and the costs of bumping customers
Nazifi, Amin; Gelbrich, Katja; Grégoire, Yany; Koch, … - In: Journal of service research 24 (2021) 2, pp. 206-225
Persistent link: https://www.econbiz.de/10012522525
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Affect-as-information : customer and employee affective displays as expeditious predictors of customer satisfaction
Ashtar, Shelly; Yom-Tov, Galit B.; Rafaeli, Anat; … - In: Journal of service research 27 (2024) 4, pp. 525-542
Persistent link: https://www.econbiz.de/10015375820
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Corporate digital responsibility in service firms and their ecosystems
Wirtz, Jochen; Kunz, Werner H.; Hartley, Nicole; … - In: Journal of service research 26 (2023) 2, pp. 173-190
Persistent link: https://www.econbiz.de/10014246203
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Service failure and recovery at the crossroads : recommendations to revitalize the field and its influence : editorial
Grégoire, Yany; Mattila, Anna S. - In: Journal of service research 24 (2021) 3, pp. 323-328
Persistent link: https://www.econbiz.de/10012592932
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To err is human(-oid) : how do consumers react to robot service failure and recovery?
Choi, Sungwoo; Mattila, Anna S.; Bolton, Lisa E. - In: Journal of service research 24 (2021) 3, pp. 354-371
Persistent link: https://www.econbiz.de/10012592941
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Simple morning and complex night : time of day and complex sensory experiences
Luo, Anqi; Mattila, Anna S.; Bolton, Lisa E. - In: Journal of service research 28 (2025) 2, pp. 246-261
Persistent link: https://www.econbiz.de/10015386580
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f isdn Thinking skills don't protect service workers from replacement by artificial intelligence
Vorobeva, Darina; El Fassi, Yasmina; Pinto, Diego Costa; … - In: Journal of service research 25 (2022) 4, pp. 601-613
Persistent link: https://www.econbiz.de/10013396001