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Determining adequate tangible compensation in service recovery processes for developed and developing countries : the role of severity and responsibility

Bambauer-Sachse, Silke; Rabeson, Landisoa - In: Journal of retailing and consumer services 22 (2015), pp. 117-127

Persistent link: https://www.econbiz.de/10010468490

Service recovery for moderate and high involvement services

Bambauer-Sachse, Silke; Rabeson, Landisoa Eunorphie - In: Journal of Services Marketing 29 (2015) 5, pp. 331-343

Purpose – The purpose of this study is to determine which level of tangible compensation for a service failure leads to high levels of customer satisfaction for moderate- versus high-involvement services as well as for different conditions of responsibility for the failure and failure...

Persistent link: https://www.econbiz.de/10014906119

Service recovery for moderate and high involvement services

Bambauer-Sachse, Silke; Rabeson, Landisoa Eunorphie - In: The journal of services marketing 29 (2015) 5, pp. 331-343

Persistent link: https://www.econbiz.de/10011387765

Delight the experts, but never dissatisfy your customers! : a multi-category study on the effects of online review source on intention to buy a new product

Plotkina, Daria; Munzel, Andreas - In: Journal of retailing and consumer services 29 (2016), pp. 1-11

Persistent link: https://www.econbiz.de/10011442338

Improving service brand personality with augmented reality marketing

Plotkina, Daria; Dinsmore, John; Racat, Margot - In: The journal of services marketing 36 (2022) 6, pp. 781-799

Persistent link: https://www.econbiz.de/10013407600