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Collaboration in service recovery : control, effort, and self-serving bias
Park, Joohyung; Ha, Sejin - In: Services marketing quarterly 43 (2022) 1, pp. 87-109
Persistent link: https://www.econbiz.de/10012801858
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The effects of warmth-oriented and competence-oriented service recovery messages on observers on online platforms
Huang, Ran; Ha, Sejin - In: Journal of business research : JBR 121 (2020), pp. 616-627
Persistent link: https://www.econbiz.de/10012417382
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How do consumer-to-consumer interactions affect bystanders on corporate social media (CSM)? : (in)civility in advocates' responses and complainant-bystander psychological distance
Huang, Ran; Ha, Sejin - In: The service industries journal 44 (2024) 11/12, pp. 789-812
Persistent link: https://www.econbiz.de/10015050128