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Frontline service employee compliance with customer special requests
Beatty, Sharon E.; Ogilvie, Jessica; Northington, … - In: Journal of service research : JSR 19 (2016) 2, pp. 158-173
Persistent link: https://www.econbiz.de/10011485432
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The impact of service characteristics on the switching costs-customer loyalty link
Blut, Markus; Beatty, Sharon E.; Evanschitzky, Heiner; … - In: Journal of retailing 90 (2014) 2, pp. 275-290
Persistent link: https://www.econbiz.de/10010402374
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Customer engagement and networked environments
Beatty, Sharon E. - In: Handbook of research on customer engagement, (pp. 391-401). 2019
Persistent link: https://www.econbiz.de/10013163398
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Betrayal? : relationship quality implications in service recovery
Holloway, Betsy Bugg; Wang, Sijun; Beatty, Sharon E. - In: The journal of services marketing 23 (2009) 6, pp. 385-396
Persistent link: https://www.econbiz.de/10009525724
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Customer-based corporate reputation of a service firm: scale development and validation
Walsh, Gianfranco; Beatty, Sharon E. - In: Journal of the Academy of Marketing Science 35 (2007) 1, pp. 127-143
Persistent link: https://www.econbiz.de/10003485160
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Satisfiers and dissatisfiers in the online environment : a critical incident assessment
Holloway, Betsy Bugg; Beatty, Sharon E. - In: Journal of service research : JSR 10 (2007/08) 4, pp. 347-364
Persistent link: https://www.econbiz.de/10003705721
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Perceptions of group versus individual service failures and their effects on customer outcomes : the role of attributions and customer entitlement
Albrecht, Arne Keno; Walsh, Gianfranco; Beatty, Sharon E. - In: Journal of service research : JSR 20 (2017) 2, pp. 188-203
Persistent link: https://www.econbiz.de/10011684846
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Emotional convergence in service relationships : the shared frontline experience of customers and employees
Zablah, Alex R.; Sirianni, Nancy J.; Korschun, Daniel; … - In: Journal of service research : JSR 20 (2017) 1, pp. 76-90
Persistent link: https://www.econbiz.de/10011648260
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The effect of compensation size on recovery satisfaction after group service failures: the role of group versus individual service recovery
Albrecht, Arne Keno; Schäfers, Tobias; Walsh, Gianfranco; … - In: Journal of service research 22 (2019) 1, pp. 60-74
Persistent link: https://www.econbiz.de/10012005769
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It's not whether you win or lose, it's how you play : customer delight in unpredictable experiential encounters
Barnes, Donald C.; Pelletier, Mark J.; Collier, Joel E.; … - In: European journal of marketing 56 (2022) 8, pp. 2216-2249
Persistent link: https://www.econbiz.de/10013457336