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The role of meta-perceptions in customer complaining behavior

Tojib, Dewi; Khajehzadeh, Saman - In: European journal of marketing : EJM 48 (2014) 7/8, pp. 1536-1556

Persistent link: https://www.econbiz.de/10010415543

Speaking up against service unfairness : the role of negative meta-perceptions

Ho, Ting Hin; Tojib, Dewi; Khajehzadeh, Saman - In: Journal of retailing and consumer services 35 (2017), pp. 12-19

Persistent link: https://www.econbiz.de/10011645059

Did I choose the right university? : how post-purchase information affects cognitive dissonance, satisfaction and perceived service quality

Mao, Wen; Oppewal, Harmen - In: Australasian marketing journal 18 (2010) 1, pp. 28-35

Persistent link: https://www.econbiz.de/10003940458

The antecedents of customer loyalty : a moderated mediation model of customer relationship management quality and brand image

Nyadzayo, Munyaradzi W.; Khajehzadeh, Saman - In: Journal of retailing and consumer services 30 (2016), pp. 262-270

Persistent link: https://www.econbiz.de/10011473143

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

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

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

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

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

Measuring perceived service quality using integrated conjoint experiments

Oppewal, Harmen; Vriens, Marco - In: International Journal of Bank Marketing 18 (2000) 4, pp. 154-169

Proposes the use of integrated conjoint experiments to measure perceived service quality. It also demonstrates the process of modelling the hierarchical relations between operationally defined service attributes, strategically relevant service dimensions, and overall preference for banks or...

Persistent link: https://www.econbiz.de/10014759712