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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
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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
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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
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Customer rage episodes : emotions, expressions and behaviors
McColl-Kennedy, Janet R.; Patterson, Paul G.; Smith, Amy K. - In: Journal of retailing 85 (2009) 2, pp. 222-237
Persistent link: https://www.econbiz.de/10003870743
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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
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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
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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
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Special issue: service marketing strategy
Brady, Michael K. (ed.); Arnold, Todd (ed.);  … - 2017
Persistent link: https://www.econbiz.de/10011779510
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A customer scorned : effects of employee reprimands in frontline service encounters
Pugh, Harrison B.; Brady, Michael K.; Hopkins, Lucas M. - In: Journal of service research : JSR 21 (2018) 2, pp. 219-234
Persistent link: https://www.econbiz.de/10011855801
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Special issue: customer engagement in automated service interactions
Hollebeek, Linda D. (ed.); Sprott, David E. (ed.);  … - 2021
Persistent link: https://www.econbiz.de/10012426830