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Service brand relationship quality : hot or cold?

Nyffenegger, Bettina; Krohmer, Harley; Hoyer, Wayne D.; … - In: Journal of service research : JSR 18 (2015) 1, pp. 90-106

Persistent link: https://www.econbiz.de/10010483436

Patient empowerment : a cross-disease exploration of antecedents and consequences

Prigge, Jana-Kristin; Dietz, Beatrix; Homburg, Christian; … - In: International journal of research in marketing : IJRM ; … 32 (2015) 4, pp. 375-386

Persistent link: https://www.econbiz.de/10011428874

Customer response to interactional service experience : the role of interaction environment

Albrecht, Carmen-Maria; Hattula, Stefan; Bornemann, Torsten - In: Journal of service management 27 (2016) 5, pp. 704-729

Persistent link: https://www.econbiz.de/10011553119

Understanding the co-creation effect : when does collaborating with customers provide a lift to service recovery?

Roggeveen, Anne L.; Tsiros, Michael; Grewal, Dhruv - In: Journal of the Academy of Marketing Science 40 (2012) 6, pp. 771-790

Persistent link: https://www.econbiz.de/10009679038

The Effect of Compensation on Repurchase Intentions in Service Recovery

Grewal, Dhruv - 2016

To explore when the presence of compensation enhances repurchase intentions after a service failure, the authors use an experimental procedure and evaluate the impact of compensation in different stability and locus of responsibility conditions. Findings from three studies using scenarios from...

Persistent link: https://www.econbiz.de/10012994823

Frontline cyborgs at your service : how human enhancement technologies affect customer experiences in retail, sales, and service settings

Grewal, Dhruv; Kroschke, Mirja; Mende, Martin; … - In: Journal of interactive marketing : a quarterly … 51 (2020), pp. 9-25

Persistent link: https://www.econbiz.de/10012299803

How in-store retail and service atmosphere create customer engagement

Schweiger, Elisa B.; Roggeveen, Anne L.; Grewal, Dhruv; … - In: Handbook of research on customer engagement, (pp. 126-163). 2019

Persistent link: https://www.econbiz.de/10013163365

Complaint de-escalation strategies on social media

Herhausen, Dennis; Grewal, Lauren; Cummings, Krista Hill; … - In: Journal of marketing 87 (2023) 2, pp. 210-231

Persistent link: https://www.econbiz.de/10014245084