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Coping with service failures : the role of emotional intelligence, self-efficacy and intention to complain
Tsarenko, Yelena; Strizhakova, Yuliya - In: European journal of marketing : EJM 47 (2013) 1/2, pp. 71-92
Persistent link: https://www.econbiz.de/10009718551
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Emotional intelligence as a moderator of coping strategies and service outcomes in circumstances of service failure
Gabbott, Mark; Tsarenko, Yelena; Mok, Wai Hoe - In: Journal of service research : JSR 14 (2011) 2, pp. 234-248
Persistent link: https://www.econbiz.de/10009266738
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The role of personality characteristics and service failure severity in sonsumer forgiveness and service autcomes
Tsarenko, Yelena; Tojib, Dewi - In: Journal of marketing management : MM 28 (2012) 9/10, pp. 1217-1239
Persistent link: https://www.econbiz.de/10009615184