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Customer rage episodes : emotions, expressions and behaviors
McColl-Kennedy, Janet R.; Patterson, Paul G.; Smith, Amy K. - In: Journal of retailing 85 (2009) 2, pp. 222-237
Persistent link: https://www.econbiz.de/10003870743
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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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One firm’s loss is another’s gain : capitalizing on other firms’ service failures
Allen, Alexis M.; Brady, Michael K.; Robinson, Stacey G.; … - In: Journal of the Academy of Marketing Science 43 (2015) 5, pp. 648-662
Persistent link: https://www.econbiz.de/10011340264
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Geysers or bubbling hot springs? : a cross-cultural examination of customer rage from Eastern and Western perspectives
Patterson, Paul G.; Brady, Michael K.; McColl-Kennedy, … - In: Journal of service research : JSR 19 (2016) 3, pp. 243-259
Persistent link: https://www.econbiz.de/10011665370
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A customer scorned : effects of employee reprimands in frontline service encounters
Pugh, Harrison B.; Brady, Michael K.; Hopkins, Lucas M. - In: Journal of service research : JSR 21 (2018) 2, pp. 219-234
Persistent link: https://www.econbiz.de/10011855801