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Third party customers infecting other customers for better or for worse
Tombs, Alastair G.; McColl-Kennedy, Janet R. - In: Psychology & marketing 30 (2013) 3, pp. 277-292
Persistent link: https://www.econbiz.de/10009728496
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Unpacking customer rage elicitation : a dynamic model
Surachartkumtonkun, Jiraporn; McColl-Kennedy, Janet R.; … - In: Journal of service research : JSR 18 (2015) 2, pp. 177-192
Persistent link: https://www.econbiz.de/10011283710
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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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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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How do you feel today? : managing patient emotions during health care experiences to enhance well-being
McColl-Kennedy, Janet R.; Danaher, Tracey S.; Gallan, … - In: Journal of business research : JBR 79 (2017), pp. 247-259
Persistent link: https://www.econbiz.de/10011745308
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Look but don't touch! : he impact of active interpersonal haptic blocking on compensatory touch and purchase behavior
Ringler, Christine; Sirianni, Nancy J.; Gustafsson, Anders - In: Journal of retailing 95 (2019) 4, pp. 186-203
Persistent link: https://www.econbiz.de/10012154088
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How customer experience management reconciles strategy differences between East and West
Bolton, Ruth N.; Gustafsson, Anders; Tarasi, Crina O.; … - In: Journal of global scholars of marketing science : … 31 (2021) 3, pp. 273-295
Persistent link: https://www.econbiz.de/10012549083
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Customer satisfaction with service recovery
Gustafsson, Anders - In: Journal of business research : JBR 62 (2009) 11, pp. 1220-1222
Persistent link: https://www.econbiz.de/10003897473
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Should I touch the customer? : rethinking interpersonal touch effects from the perspective of the touch initiator
Luangrath, Andrea Webb; Peck, Joann; Gustafsson, Anders - In: Journal of consumer research : JCR ; an … 47 (2020) 4, pp. 588-607
Persistent link: https://www.econbiz.de/10012316047
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The use of electrodermal activity (EDA) measurement to understand consumer emotions : a literature review and a call for action
Caruelle, Delphine; Gustafsson, Anders; Shams, Poja; … - In: Journal of business research : JBR 104 (2019), pp. 146-160
Persistent link: https://www.econbiz.de/10012104948