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Digital presence in service recovery : the interactive effect of customer salutations and employee photographs in email signatures

Walsh, Gianfranco; Shiu, Edward; Schaarschmidt, Mario; … - In: Psychology & marketing 39 (2022) 12, pp. 2361-2383

Persistent link: https://www.econbiz.de/10013465198

Service employees' willingness to report complaints scale: Cross-country application and replication

Walsh, Gianfranco; Northington, William Magnus; Hille, … - In: Journal of Business Research 68 (2015) 3, pp. 500-506

Although effective customer complaint management can be a key success factor for international service firms, relatively little is known about employees' proclivity to report complaints. The present study examines the meaningfulness and cross-national validity of the Israel-developed willingness...

Persistent link: https://www.econbiz.de/10011193937

Service employees' willingness to report complaints scale : cross-country application and replication

Walsh, Gianfranco; Northington, William Magnus; Hille, … - In: Journal of business research : JBR 68 (2015) 3, pp. 500-506

Persistent link: https://www.econbiz.de/10010495371

The effect of job-related demands and resources on service employees' willingness to report complaints : Germany versus China

Walsh, Gianfranco; Yang, Zhiyong; Dose, David; Hille, … - In: Journal of service research : JSR 18 (2015) 2, pp. 193-209

Persistent link: https://www.econbiz.de/10011283709

Relationship between online retailers' reputation and product returns

Walsh, Gianfranco; Albrecht, Arne K.; Kunz, Werner; … - In: British journal of management : BJM 27 (2016) 1, pp. 3-20

Persistent link: https://www.econbiz.de/10011542967

Perceptions of group versus individual service failures and their effects on customer outcomes : the role of attributions and customer entitlement

Albrecht, Arne Keno; Walsh, Gianfranco; Beatty, Sharon E. - In: Journal of service research : JSR 20 (2017) 2, pp. 188-203

Persistent link: https://www.econbiz.de/10011684846

The effect of compensation size on recovery satisfaction after group service failures: the role of group versus individual service recovery

Albrecht, Arne Keno; Schäfers, Tobias; Walsh, Gianfranco; … - In: Journal of service research 22 (2019) 1, pp. 60-74

Persistent link: https://www.econbiz.de/10012005769