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"I'm mad and I can't get that service failure off my mind" : coping and rumination as mediators of anger effects on customer intentions
Strizhakova, Yuliya; Tsarenko, Yelena; Ruth, Julie A. - In: Journal of service research : JSR 15 (2012) 4, pp. 414-429
Persistent link: https://www.econbiz.de/10009673023
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Consumer cynicism in service failures
Tran, Hai-Anh; Strizhakova, Yuliya; Usrey, Bryan; … - In: Psychology & marketing 39 (2022) 2, pp. 346-359
Persistent link: https://www.econbiz.de/10012796107
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When feeling good counts! Impact of consumer gratitude and life satisfaction in access-based services
Chou, Cindy Yunhsin; Leo, Wei Wei Cheryl; Tsarenko, Yelena - In: European journal of marketing 57 (2023) 2, pp. 626-652
Persistent link: https://www.econbiz.de/10013502600