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Service quality
Consumer behaviour
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Australia
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Dienstleistungsqualität
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Beschwerdemanagement
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Tsarenko, Yelena
9
Tojib, Dewi
5
Strizhakova, Yuliya
3
Gabbott, Mark
1
Ho, Ting Hin
1
Johnson, Samuel
1
Ma, Junzhao
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Mok, Wai Hoe
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Otnes, Cele
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Sembada, Agung
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Sujan, Rahul
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Tojib, Dewi Rooslani
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Tran, Hai-Anh
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Journal of service research : JSR
2
European journal of marketing : EJM
1
International journal of hospitality management
1
Journal of business research : JBR
1
Journal of marketing management : MM
1
Journal of service management
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Journal of service research
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ECONIS (ZBW)
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1
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
Saved in:
2
Reclaiming the future : understanding customer forgiveness of service transgressions
Tsarenko, Yelena
;
Strizhakova, Yuliya
;
Otnes, Cele
- In:
Journal of service research
22
(
2019
)
2
,
pp. 139-155
Persistent link: https://www.econbiz.de/10012007424
Saved in:
3
Consumer cynicism in service failures
Tran, Hai-Anh
;
Strizhakova, Yuliya
;
Usrey, Bryan
; …
- In:
Psychology & marketing
39
(
2022
)
2
,
pp. 346-359
Persistent link: https://www.econbiz.de/10012796107
Saved in:
4
How does service robot anthropomorphism affect human co-workers?
Tojib, Dewi
;
Sujan, Rahul
;
Ma, Junzhao
;
Tsarenko, Yelena
- In:
Journal of service management
34
(
2023
)
4
,
pp. 750-769
Persistent link: https://www.econbiz.de/10014338203
Saved in:
5
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
Saved in:
6
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
Saved in:
7
Post-adoption modeling of advanced mobile service use
Tojib, Dewi
;
Tsarenko, Yelena
- In:
Journal of business research : JBR
65
(
2012
)
7
,
pp. 922-928
Persistent link: https://www.econbiz.de/10009562242
Saved in:
8
A transactional model of forgiveness in the service failure context : a customer-driven approach
Tsarenko, Yelena
;
Tojib, Dewi Rooslani
- In:
The journal of services marketing
25
(
2011
)
5
,
pp. 381-392
Persistent link: https://www.econbiz.de/10009272204
Saved in:
9
The positive effects of customers’ power on their behavioral responses after service failure
Sembada, Agung
;
Tsarenko, Yelena
;
Tojib, Dewi
- In:
Journal of service research : JSR
19
(
2016
)
3
,
pp. 337-351
Persistent link: https://www.econbiz.de/10011665459
Saved in:
10
Human staff vs. service robot vs. fellow customer : does it matter who helps your customer following a service failure incident?
Ho, Ting Hin
;
Tojib, Dewi
;
Tsarenko, Yelena
- In:
International journal of hospitality management
87
(
2020
),
pp. 1-10
Persistent link: https://www.econbiz.de/10012241791
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