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To wait or not to wait : effect of apologies and explanations on customer call abandonment
Wu, Jintao; Wu, Tong; Zhang, Hongbin; Schlegelmilch, Bodo B. - In: The service industries journal 44 (2024) 11/12, pp. 851-872
Persistent link: https://www.econbiz.de/10015050134
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Antecedents of consumers' time perceptions in a hypermarket retailer
Ani´c, Ivan Damir; Radas, Sonja; Miller, Joseph C. - In: The service industries journal 31 (2011) 5/6, pp. 809-828
Persistent link: https://www.econbiz.de/10009127020
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Perceptions of download delays : relation to actual waits, web site abandoning, and stage of delay
Dabholkar, Pratibha A.; Sheng, Xiaojing - In: The service industries journal 28 (2008) 9/10, pp. 1413-1427
Persistent link: https://www.econbiz.de/10003802459
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Pre-service recovery : impact on customer satisfaction and acceptable waiting time
Qin, Jin; Xu, Fengqin; Wang, Rui - In: The service industries journal 43 (2023) 1/2, pp. 64-84
Persistent link: https://www.econbiz.de/10013540908
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Customer demotion in hierarchical loyalty programmes
Berlo, Geert van; Bloemer, Johanna M.; Blazevic, Vera - In: The service industries journal 34 (2014) 11/12, pp. 922-937
Persistent link: https://www.econbiz.de/10010394602
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When perspective-taking fails to inhibit customer aggression toward service employees
Kwon, Yongju; Yi, Youjae - In: The service industries journal 43 (2023) 13/14, pp. 1034-1054
Persistent link: https://www.econbiz.de/10014338736
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The physical frictionless experience : a slippery slope for experience memorability of retail services?
Phillips, Chelsea; Russell-Bennett, Rebekah; … - In: The service industries journal 44 (2024) 13/14, pp. 919-948
Persistent link: https://www.econbiz.de/10015194224
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From surviving to co-creating : the effects of the reshaped physical and social servicescape on customer citizenship behavior
Kim, Misun; Baker, Melissa A. - In: The service industries journal 45 (2025) 1, pp. 1-26
Persistent link: https://www.econbiz.de/10015194244
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Curvilinear relationship between customer engagement and responses to service failures
Park, Yun-na; Gong, Taeshik - In: The service industries journal 45 (2025) 1, pp. 54-80
Persistent link: https://www.econbiz.de/10015194247
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Negative customer engagement behaviour in a service context
Diem Khac Xuan Do; Bowden, Jana - In: The service industries journal 45 (2025) 1, pp. 81-104
Persistent link: https://www.econbiz.de/10015194252