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"I'm mad and I can't get that service failure off my mind" : coping and rumination as mediators of anger effects on customer intentions
Strizhakova, Yuliya; Tsarenko, Yelena; Ruth, Julie A. - In: Journal of service research : JSR 15 (2012) 4, pp. 414-429
Persistent link: https://www.econbiz.de/10009673023
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Coping with service failures : the role of emotional intelligence, self-efficacy and intention to complain
Tsarenko, Yelena; Strizhakova, Yuliya - In: European journal of marketing : EJM 47 (2013) 1/2, pp. 71-92
Persistent link: https://www.econbiz.de/10009718551
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A transactional model of forgiveness in the service failure context : a customer-driven approach
Tsarenko, Yelena; Tojib, Dewi Rooslani - In: The journal of services marketing 25 (2011) 5, pp. 381-392
Persistent link: https://www.econbiz.de/10009272204