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The physical frictionless experience : a slippery slope for experience memorability of retail services?

Phillips, Chelsea; Russell-Bennett, Rebekah; … - In: The service industries journal 44 (2024) 13/14, pp. 919-948

Persistent link: https://www.econbiz.de/10015194224

Beyond "Eat-Pray-Love" : designing transformative CX for self-discovery in extended service encounters

Zimbatu, Alexandra; Russell-Bennett, Rebekah - In: Journal of business research : JBR 186 (2025), pp. 1-13

Persistent link: https://www.econbiz.de/10015158139

Patient influences on satisfaction and loyalty for GP services

Rundle-Thiele, Sharyn; Russell-Bennett, Rebekah - In: Health marketing quarterly 27 (2010/11) 2, pp. 195-214

Persistent link: https://www.econbiz.de/10003985111

Developing a multidimensional scale of customer-oriented deviance (COD)

Leo, Cheryl; Russell-Bennett, Rebekah - In: Journal of business research : JBR 67 (2014) 6, pp. 1218-1225

Persistent link: https://www.econbiz.de/10010365146

Just what the doctor ordered? : investigating the impact of health service quality on consumer misbehaviour

Greer, Dominique A.; Russell-Bennett, Rebekah; Tombs, … - In: Australasian marketing journal 22 (2014) 3, pp. 257-267

Persistent link: https://www.econbiz.de/10010427954

Investigating customer-oriented deviance (COD) from a frontline employee's perspective

Leo, Cheryl; Russell-Bennett, Rebekah - In: Journal of marketing management : MM 28 (2012) 7/8, pp. 865-886

Persistent link: https://www.econbiz.de/10009577003

The role of affect in consumer evaluation of health care services

Ng, Sandy; Russell-Bennett, Rebekah - In: Health marketing quarterly 32 (2015) 1, pp. 31-47

Persistent link: https://www.econbiz.de/10011289343

Customer retaliation at the employee-customer interface

Keefe, Dominique A.; Russell-Bennett, Rebekah; Tombs, … - In: Journal of management & organization : journal of … 14 (2008) 4, pp. 438-450

Persistent link: https://www.econbiz.de/10003771979

The impact of service failure on brand credibility

Bougoure, Ursula Sigrid; Russell-Bennett, Rebekah; … - In: Journal of retailing and consumer services 31 (2016), pp. 62-71

Persistent link: https://www.econbiz.de/10011528525

Chapter 6 The Intentional Use of Service Recovery Strategies to Influence Consumer Emotion, Cognition and Behavior

Keeffe, Dominique A.; Russell-Bennett, Rebekah; Tombs, … - In: Functionality, intentionality and morality, (pp. 141-175). 2007

Service recovery strategies have been identified as a critical factor in the success of service organizations. This study develops a conceptual framework to investigate how specific service recovery strategies influence the emotional, cognitive and negative behavioral responses of consumers, as...

Persistent link: https://www.econbiz.de/10015383931