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Exploring the impact of cross-cultural management education on cultural intelligence, student satisfaction, and commitment
Ramsey, Jase R.; Lorenz, Melanie P. - In: Academy of Management learning & education : AMLE 15 (2016) 1, pp. 79-99
Persistent link: https://www.econbiz.de/10011493369
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Severe service failure recovery revisited : evidence of its determinants in an emerging market context
Barakat, Livia L.; Ramsey, Jase R.; Lorenz, Melanie P.; … - In: International journal of research in marketing : IJRM ; … 32 (2015) 1, pp. 113-116
Persistent link: https://www.econbiz.de/10010517007
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An exploration of frequent service failures in the Brazilian airline industry
Lorenz, Melanie P.; Johnson, Catherine M.; Barakat, Livia L. - In: Latin American business review : journal of the … 18 (2017) 1, pp. 19-45
Persistent link: https://www.econbiz.de/10011685998
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Not my circus, not my monkeys? : frontline employee perceptions of customer deviant behaviors and service firms' guardianship policies
Fennell, Patrick B.; Lorenz, Melanie P.; Hall, Kristina … - In: Journal of service research 26 (2023) 3, pp. 422-440
Persistent link: https://www.econbiz.de/10014325997