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Emotional intelligence as a moderator of coping strategies and service outcomes in circumstances of service failure
Gabbott, Mark; Tsarenko, Yelena; Mok, Wai Hoe - In: Journal of service research : JSR 14 (2011) 2, pp. 234-248
Persistent link: https://www.econbiz.de/10009266738
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The role of personality characteristics and service failure severity in sonsumer forgiveness and service autcomes
Tsarenko, Yelena; Tojib, Dewi - In: Journal of marketing management : MM 28 (2012) 9/10, pp. 1217-1239
Persistent link: https://www.econbiz.de/10009615184
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"I'm mad and I can't get that service failure off my mind" : coping and rumination as mediators of anger effects on customer intentions
Strizhakova, Yuliya; Tsarenko, Yelena; Ruth, Julie A. - In: Journal of service research : JSR 15 (2012) 4, pp. 414-429
Persistent link: https://www.econbiz.de/10009673023
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Coping with service failures : the role of emotional intelligence, self-efficacy and intention to complain
Tsarenko, Yelena; Strizhakova, Yuliya - In: European journal of marketing : EJM 47 (2013) 1/2, pp. 71-92
Persistent link: https://www.econbiz.de/10009718551
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A transactional model of forgiveness in the service failure context : a customer-driven approach
Tsarenko, Yelena; Tojib, Dewi Rooslani - In: The journal of services marketing 25 (2011) 5, pp. 381-392
Persistent link: https://www.econbiz.de/10009272204
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The positive effects of customers’ power on their behavioral responses after service failure
Sembada, Agung; Tsarenko, Yelena; Tojib, Dewi - In: Journal of service research : JSR 19 (2016) 3, pp. 337-351
Persistent link: https://www.econbiz.de/10011665459
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Human staff vs. service robot vs. fellow customer : does it matter who helps your customer following a service failure incident?
Ho, Ting Hin; Tojib, Dewi; Tsarenko, Yelena - In: International journal of hospitality management 87 (2020), pp. 1-10
Persistent link: https://www.econbiz.de/10012241791
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Reclaiming the future : understanding customer forgiveness of service transgressions
Tsarenko, Yelena; Strizhakova, Yuliya; Otnes, Cele - In: Journal of service research 22 (2019) 2, pp. 139-155
Persistent link: https://www.econbiz.de/10012007424