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You're driving me crazy! : how emotions elicited by negative driver behaviors impact customer outcomes in last mile delivery
Masorgo, Nicolò; Mir, Saif; Hofer, Adriana Rossiter - In: Journal of business logistics 44 (2023) 4, pp. 666-692
Persistent link: https://www.econbiz.de/10014434922
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Assessing consumer attitudes toward off-site customer service contact methods
Smith, Ronn J.; Eroglu, Cuneyt - In: The international journal of logistics management 20 (2009) 2, pp. 261-277
Persistent link: https://www.econbiz.de/10009525903
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Retail "save the sale" tactics : consumer perceptions of in-store logistics service recovery
Peinkofer, Simone T.; Esper, Terry L.; Smith, Ronn J.; … - In: Journal of business logistics 43 (2022) 2, pp. 238-264
Persistent link: https://www.econbiz.de/10013347440