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The implications of third-party customer complaining for advertising efforts
Cronin, J. J.; Fox, Gavin L. - In: Journal of advertising : official publication of the … 39 (2010) 2, pp. 21-33
Persistent link: https://www.econbiz.de/10003986789
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Strategies to offset performance failures : the role of brand equity
Brady, Michael K.; Cronin, J. J.; Fox, Gavin L.; Roehm, … - In: Journal of retailing 84 (2008) 2, pp. 151-164
Persistent link: https://www.econbiz.de/10003744296
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An empirical investigation of the effectiveness of an integrated service recovery system
Smith, Jeffery S.; Karwan, Kirk R.; Markland, Robert E. - In: Operations management research : OMR ; advancing … 5 (2012) 1/2, pp. 25-36
Persistent link: https://www.econbiz.de/10009571281
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The contingent nature of service recovery system structures
Smith, Jeffery S.; Nagy, Paul F.; Karwan, Kirk R.; … - In: International journal of operations & production … 32 (2012) 7, pp. 877-903
Persistent link: https://www.econbiz.de/10009572734
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Empirical profiles of service recovery systems : the maturity perspective
Smith, Jeffery S.; Karwan, Kirk R. - In: Journal of service research : JSR 13 (2010) 1, pp. 111-125
Persistent link: https://www.econbiz.de/10003959023
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The entitlement/forgiveness conflict of self-relevant and self-neutral relationships during service failure and recovery
Wolter, Jeremy S.; Bacile, Todd J.; Smith, Jeffery S.; … - In: Journal of business research : JBR 104 (2019), pp. 233-246
Persistent link: https://www.econbiz.de/10012105015