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Analysis of the moderating role of the gender variable in service recovery processes
Cambra-Fierro, Jesús; Berbel-Pineda, Juan M.; … - In: Journal of retailing and consumer services 20 (2013) 4, pp. 408-418
Persistent link: https://www.econbiz.de/10009755354
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Managing service recovery processes : the role of customers' age
Cambra-Fierro, Jesús; Berbel-Pineda, Juan M.; … - In: Journal of business economics and management 12 (2011) 3, pp. 503-528
Persistent link: https://www.econbiz.de/10009533040
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Managing consumer returns in high clockspeed industries
Ruiz-Benítez, Rocío; Ketzenberg, Michael; Laan, Erwin … - In: Omega : the international journal of management science 43 (2014), pp. 54-63
Persistent link: https://www.econbiz.de/10010238216
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Can complaint-handling efforts promote customer engagement?
Cambra-Fierro, Jesús; Melero-Polo, Iguácel; Sesé, F. … - In: Service business 10 (2016) 4, pp. 847-866
Persistent link: https://www.econbiz.de/10011722441