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Religious affilliation : buffering negative reactions to service failures

Cowart, Kelly O.; Ramirez, Edward; Brady, Michael K. - In: The journal of services marketing 28 (2014) 1, pp. 1-9

Persistent link: https://www.econbiz.de/10010343445

Pleasantly plump : offsetting negative obesity stereotypes for frontline service employees

Cowart, Kelly O.; Brady, Michael K. - In: Journal of retailing 90 (2014) 3, pp. 365-378

Persistent link: https://www.econbiz.de/10010408219

An integrated perspective of service recovery : a sociotechnical systems approach

Smith, Jeffery S.; Fox, Gavin L.; Ramirez, Edward - In: Journal of service research : JSR 13 (2010) 4, pp. 439-452

Persistent link: https://www.econbiz.de/10008736071

The good guys don't always win: the effect of valence on service perceptions and consequences

Brady, Michael K.; Voorhees, Clay M.; Cronin, J. Joseph; … - In: Journal of Services Marketing 20 (2006) 2, pp. 83-91

Purpose – The purpose of this paper is to advance a new conceptualization of the service encounter that highlights the role of outcome valence as a key antecedent of customer satisfaction. Design/methodology/approach – This study develops and tests a conceptual model using structural...

Persistent link: https://www.econbiz.de/10014905094

Touch versus tech : when technology functions as a barrier or a benefit to service encounters

Giebelhausen, Michael; Robinson, Stacey G.; Sirianni, … - In: Journal of marketing 78 (2014) 4, pp. 113-124

Persistent link: https://www.econbiz.de/10010381381

The effect of incentives on customer evaluations of service bundles

Andrews MacLelland, Melinda; Benedicktus, Ray L.; … - In: Journal of business research : JBR 63 (2010) 1, pp. 71-76

Persistent link: https://www.econbiz.de/10003909549

Service sweethearting : its antecedents and customer consequences

Brady, Michael K.; Voorhees, Clay M.; Brusco, Michael J. - In: Journal of marketing 76 (2012) 2, pp. 81-98

Persistent link: https://www.econbiz.de/10009737486

Conducting service research that matters

Gustafsson, Anders; Aksoy, Lerzan; Brady, Michael K.; … - In: The journal of services marketing 29 (2015) 6/7, pp. 425-429

Persistent link: https://www.econbiz.de/10011418248

One firm’s loss is another’s gain : capitalizing on other firms’ service failures

Allen, Alexis M.; Brady, Michael K.; Robinson, Stacey G.; … - In: Journal of the Academy of Marketing Science 43 (2015) 5, pp. 648-662

Persistent link: https://www.econbiz.de/10011340264

Geysers or bubbling hot springs? : a cross-cultural examination of customer rage from Eastern and Western perspectives

Patterson, Paul G.; Brady, Michael K.; McColl-Kennedy, … - In: Journal of service research : JSR 19 (2016) 3, pp. 243-259

Persistent link: https://www.econbiz.de/10011665370