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A SOS construct of negative emotions in customers' service experience (CSE) and service recovery by firms (SRF)
Svari, Sander; Slåtten, Terje; Svensson, Göran; … - In: Journal of Services Marketing 25 (2011) 5, pp. 323-335
Purpose – The objective of this paper is to test the validity and reliability of a SOS construct and its dimensions (i.e. self, other and situational) of negative emotions in the context of consumers' service experience (CSE) and the following processes of service recovery by firms (SRF)....
Persistent link: https://www.econbiz.de/10014905346
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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
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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
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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