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Employees’ decision making in the face of customers’ fuzzy return requests

Wang, Sijun; Beatty, Sharon E.; Liu, Jeanny - In: Journal of marketing 76 (2012) 6, pp. 69-86

Persistent link: https://www.econbiz.de/10009670264

Anticipating a service experience

Harrison, Mary P.; Beatty, Sharon E. - In: Journal of business research : JBR 64 (2011) 6, pp. 579-585

Persistent link: https://www.econbiz.de/10008988787

Betrayal? : relationship quality implications in service recovery

Holloway, Betsy Bugg; Wang, Sijun; Beatty, Sharon E. - In: The journal of services marketing 23 (2009) 6, pp. 385-396

Persistent link: https://www.econbiz.de/10009525724

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

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

Beschwerdemanagement im B2B-Sektor: Replikation und Erweiterung

Brock, Christian; Blut, Markus; Evanschitzky, Heiner; … - In: Die Betriebswirtschaft : DBW 70 (2010) 1, pp. 27-41

Persistent link: https://www.econbiz.de/10003929430

Will you tolerate this? : the impact of affective commitment on complaint intention and postrecovery behavior

Evanschitzky, Heiner; Brock, Christian; Blut, Markus - In: Journal of service research : JSR 14 (2011) 4, pp. 410-425

Persistent link: https://www.econbiz.de/10009491362

Kundenbindung von Noncomplainern : neue Aspekte des Beschwerdemanagement

Brock, Christian; Blut, Markus; Evanschitzky, Heiner; … - In: Kundenmanagement, (pp. 57-76). 2011

Persistent link: https://www.econbiz.de/10009008212