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Managing online service recovery: procedures, justice and customer satisfaction

Singh, Jaywant; Crisafulli, Benedetta - In: Journal of Service Theory and Practice 26 (2016) 6, pp. 764-787

Purpose The internet has changed the way services are delivered and has created new forms of customer-firm interactions. Whilst online service failures remain inevitable, the internet offers opportunities for delivering efficient service recovery through the online channel. Notwithstanding,...

Persistent link: https://www.econbiz.de/10014907357

Managing online service recovery : procedures, justice and customer satisfaction

Singh, Jaywant; Crisafulli, Benedetta - In: Journal of service theory and practice : JSTP 26 (2016) 6, pp. 764-787

Persistent link: https://www.econbiz.de/10011599230

"To trust or not to trust" : the impact of social media influencers on the reputation of corporate brands in crisis

Singh, Jaywant; Crisafulli, Benedetta; Quamina, La Toya; … - In: Journal of business research : JBR 119 (2020), pp. 464-480

Persistent link: https://www.econbiz.de/10012417030

"Corporate image at stake" : the impact of crises and response strategies on consumer perceptions of corporate brand alliances

Singh, Jaywant; Crisafulli, Benedetta; Quamina, La Toya - In: Journal of business research : JBR 117 (2020), pp. 839-849

Persistent link: https://www.econbiz.de/10012288104

The effect of overconfidence and underconfidence on consumer value

Razmdoost, Kamran; Dimitriu, Radu; MacDonald, Emma K. - In: Psychology & marketing 32 (2015) 4, pp. 392-407

Persistent link: https://www.econbiz.de/10010527147

Gift giving in the age of AI : the role of social closeness in using AI gift recommendation tools

Fu, Yuxin; Dose, David; Dimitriu, Radu - In: Psychology & marketing 41 (2024) 10, pp. 2214-2238

Persistent link: https://www.econbiz.de/10015133726

The differential impact of brand equity on B2B co-branding

Kalafatis, Stavros P.; Remizova, Natalia; Riley, Debra; … - In: The journal of business & industrial marketing 27 (2012) 8, pp. 623-634

Persistent link: https://www.econbiz.de/10009672448

Consumer perceptions of cobrands : the role of brand positioning strategie

Singh, Jaywant; Kalafatis, Stavros P.; Ledden, Lesley - In: Marketing intelligence & planning 32 (2014) 2, pp. 145-159

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Context effects in the evaluation of business-to-business brand alliances

Kalafatis, Stavros P.; Riley, Debra; Singh, Jaywant - In: Industrial marketing management : the international … 43 (2014) 2, pp. 322-334

Persistent link: https://www.econbiz.de/10010364517