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Employees’ decision making in the face of customers’ fuzzy return requests
Wang, Sijun; Beatty, Sharon E.; Liu, Jeanny - In: Journal of marketing 76 (2012) 6, pp. 69-86
Persistent link: https://www.econbiz.de/10009670264
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Betrayal? : relationship quality implications in service recovery
Holloway, Betsy Bugg; Wang, Sijun; Beatty, Sharon E. - In: The journal of services marketing 23 (2009) 6, pp. 385-396
Persistent link: https://www.econbiz.de/10009525724
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Anticipating a service experience
Harrison, Mary P.; Beatty, Sharon E. - In: Journal of business research : JBR 64 (2011) 6, pp. 579-585
Persistent link: https://www.econbiz.de/10008988787
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Perceptions of group versus individual service failures and their effects on customer outcomes : the role of attributions and customer entitlement
Albrecht, Arne Keno; Walsh, Gianfranco; Beatty, Sharon E. - In: Journal of service research : JSR 20 (2017) 2, pp. 188-203
Persistent link: https://www.econbiz.de/10011684846
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The effect of compensation size on recovery satisfaction after group service failures: the role of group versus individual service recovery
Albrecht, Arne Keno; Schäfers, Tobias; Walsh, Gianfranco; … - In: Journal of service research 22 (2019) 1, pp. 60-74
Persistent link: https://www.econbiz.de/10012005769