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New aspects of research to assess and manage critical incidents in service encounters : teleological actions, interactive interface and perceptual gaps

Padin, Carmen; Svensson, Göran; Otero-Neira, Carmen; … - In: International journal of contemporary hospitality management 27 (2015) 1, pp. 27-51

Persistent link: https://www.econbiz.de/10010516547

An international and comparative study of perceived justice in Mexican, Puerto Rican and Spanish hospitals

Sosa Varela, Juan C.; Magaña Carrillo, Irma; Padin, Carmen - In: International journal of pharmaceutical and healthcare … 8 (2014) 3, pp. 248-264

Persistent link: https://www.econbiz.de/10010424182

Balancing reactions and actions between service receivers and service providers to resolve service failures

Magaña Carrillo, Irma; Svensson, Göran; Otero-Neira, … - In: International journal of business excellence : IJBEX 26 (2022) 1, pp. 20-41

Persistent link: https://www.econbiz.de/10013198109

Understanding negative emotions in services through teleological actions

Padin, Carmen; Svensson, Göran - In: International journal of quality and service sciences 9 (2017) 1, pp. 67-84

Persistent link: https://www.econbiz.de/10011650515

Precursors and outcomes of satisfaction of fair trade coffee consumers

Mili, Samira; Ferro-Soto, Carlos - In: European journal of management and business economics : … 33 (2024) 2, pp. 195-211

Purpose This paper aims to identify the antecedents and postcedents of customer satisfaction, including utilitarian, social and emotional factors, in a fair trade (FT) coffee consumption context. Design/methodology/approach This paper is based on a broad range of 177 consumers of FT coffee in...

Persistent link: https://www.econbiz.de/10014514040

A DIP-construct of perceived justice in negative service encounters and complaint handling in the Norwegian tourism industry

Svari, Sander; Svensson, Göran; Slåtten, Terje; … - In: Managing service quality : MSQ ; an international journal 20 (2010) 1, pp. 26-45

Persistent link: https://www.econbiz.de/10003940603

A SOS construct of negative emotions in customers' service experience (CSE) and service recovery by firms (SRF)

Svari, Sander; Slåtten, Terje; Svensson, Göran; … - In: The journal of services marketing 25 (2011) 5, pp. 323-335

Persistent link: https://www.econbiz.de/10009272255

Service receivers' negative emotions in airline and hospital service settings

Petzer, Daniel J.; De Meyer, Christine F.; Svari, Sander; … - In: The journal of services marketing 26 (2012) 7, pp. 484-496

Persistent link: https://www.econbiz.de/10009672314

Perceived justice, service satisfaction and behavior intentions following service recovery efforts in a South African retail banking context

Petzer, Daniel J.; De Meyer-Heydenrych, Christine F.; … - In: The international journal of bank marketing : IJBM 35 (2017) 2, pp. 241-253

Persistent link: https://www.econbiz.de/10011707778

Atmospheric experiences that emotionally touch customers : a case study from a winter park

Slåtten, Terje; Mehmetoglu, Mehmet; Svensson, Göran; … - In: Managing service quality : MSQ ; an international journal 19 (2009) 6, pp. 721-746

Persistent link: https://www.econbiz.de/10009525044