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Customer-oriented constructive deviance as a reaction to organizational injustice toward customers
Gong, Taeshik; Sun, Pengchang; Kang, Min Jung - In: The Cornell hospitality quarterly 63 (2022) 1, pp. 119-135
Persistent link: https://www.econbiz.de/10012800216
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The efficacy of customer's voluntary use of self-service technology (SST) : a dual-study approach
Shin, Hyunju; Dai, Bo - In: Journal of strategic marketing 30 (2022) 8, pp. 723-745
Persistent link: https://www.econbiz.de/10013492887
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Measuring the intention-behavior gap in service failure and recovery : the moderating roles of failure severity and service recovery satisfaction
Mesquita, José Marcos Carvalho de; Shin, Hyunju; … - In: European journal of marketing 57 (2023) 7, pp. 1826-1853
Persistent link: https://www.econbiz.de/10014342175
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The consequences of showrooming behaviour on customer satisfaction and loyalty
Mesquita, José Marcos Carvalho de; Shin, Hyunju; … - In: International journal of retail and distribution management 52 (2024) 12, pp. 1125-1141
Persistent link: https://www.econbiz.de/10015158277
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The effect of implicit service guarantees on business performance
Shin, Hyunju; Ellinger, Alexander E. - In: The journal of services marketing 27 (2013) 6, pp. 431-442
Persistent link: https://www.econbiz.de/10010198222
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The influence of supply chain management competency on customer satisfaction and shareholder value
Ellinger, Alexander E.; Shin, Hyunju; Northington, … - In: Supply chain management : an international journal 17 (2012) 3, pp. 249-262
Persistent link: https://www.econbiz.de/10009559736
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The effects of harm directions and service recovery strategies on customer forgiveness and negative word-of-mouth intentions
Casidy, Riza; Shin, Hyunju - In: Journal of retailing and consumer services 27 (2015), pp. 103-112
Persistent link: https://www.econbiz.de/10011388094
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Employing proactive interaction for service failure prevention to improve customer service experiences
Shin, Hyunju; Ellinger, Alexander E.; Mothersbaugh, David L. - In: Journal of service theory and practice : JSTP 27 (2017) 1, pp. 164-186
Persistent link: https://www.econbiz.de/10011602742
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Service recovery, justice perception, and forgiveness : the "other customers" perspectives
Shin, Hyunju; Casidy, Riza; Mattila, Anna S. - In: Services marketing quarterly 39 (2018) 1, pp. 1-21
Persistent link: https://www.econbiz.de/10011804112
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The influence of chatbot humour on consumer evaluations of services
Shin, Hyunju; Bunosso, Isabella; Levine, Lindsay R. - In: International journal of consumer studies 47 (2023) 2, pp. 545-562
Persistent link: https://www.econbiz.de/10014250593