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One firm’s loss is another’s gain : capitalizing on other firms’ service failures
Allen, Alexis M.; Brady, Michael K.; Robinson, Stacey G.; … - In: Journal of the Academy of Marketing Science 43 (2015) 5, pp. 648-662
Persistent link: https://www.econbiz.de/10011340264
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Service encounters, experiences and the customer journey : defining the field and a call to expand our lens
Voorhees, Clay M.; Fombelle, Paul W.; Gregoire, Yany; … - In: Journal of business research : JBR 79 (2017), pp. 269-280
Persistent link: https://www.econbiz.de/10011745316
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Information search and product returns across mobile and traditional online channels
Zhang, Yufei; Voorhees, Clay M.; Chen, Lin; Chiang, Jeongwen - In: Journal of retailing 98 (2022) 2, pp. 260-276
Persistent link: https://www.econbiz.de/10013364282
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The other extreme of the circumplex of emotion : an investigation of consumer outrage
Bourdeau, Brian L.; Cronin, J. J.; Padgett, Daniel T.; … - In: The journal of services marketing 38 (2024) 3, pp. 312-325
Persistent link: https://www.econbiz.de/10014515634
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Engaging the avatar : the effects of authenticity signals during chat-based service recoveries
Esmark Jones, Carol L.; Hancock, Tyler; Kazandjian, Brett; … - In: Journal of business research : JBR 144 (2022), pp. 703-716
Persistent link: https://www.econbiz.de/10013185032