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There's not much to tell : the impact of emotional resilience on negative word-of-mouth following service failure
Lteif, Lama
;
Rubin, Dan
;
Ball, Joan P.
;
Lamberton, Cait
- In:
Psychology & marketing
40
(
2023
)
9
,
pp. 1808-1820
Persistent link: https://www.econbiz.de/10014338326
Saved in:
2
The emotional engagement paradox
Aksoy, Lerzan
;
Keiningham, Timothy
;
Buoye, Alexander
; …
- In:
Customer engagement marketing
,
(pp. 293-305)
.
2018
Persistent link: https://www.econbiz.de/10011739870
Saved in:
3
Delight and the grateful customer : beyond joy and surprise
Ball, Joan
;
Barnes, Donald C.
- In:
Journal of service theory and practice : JSTP
27
(
2017
)
1
,
pp. 250-269
Persistent link: https://www.econbiz.de/10011603069
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