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Atmospheric experiences that emotionally touch customers : a case study from a winter park
Slåtten, Terje; Mehmetoglu, Mehmet; Svensson, Göran; … - In: Managing service quality : MSQ ; an international journal 19 (2009) 6, pp. 721-746
Persistent link: https://www.econbiz.de/10009525044
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A SOS construct of negative emotions in customers' service experience (CSE) and service recovery by firms (SRF)
Svari, Sander; Slåtten, Terje; Svensson, Göran; … - In: The journal of services marketing 25 (2011) 5, pp. 323-335
Persistent link: https://www.econbiz.de/10009272255
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A DIP-construct of perceived justice in negative service encounters and complaint handling in the Norwegian tourism industry
Svari, Sander; Svensson, Göran; Slåtten, Terje; … - In: Managing service quality : MSQ ; an international journal 20 (2010) 1, pp. 26-45
Persistent link: https://www.econbiz.de/10003940603