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The role of meta-perceptions in customer complaining behavior
Tojib, Dewi; Khajehzadeh, Saman - In: European journal of marketing : EJM 48 (2014) 7/8, pp. 1536-1556
Persistent link: https://www.econbiz.de/10010415543
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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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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