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The influence of the racial mix of other customers on black consumers' anger following a plausibly prejudicial service failure
Meyer, Tracy; Baker, Thomas L. - In: Journal of marketing theory and practice 18 (2010) 4, pp. 361-376
Persistent link: https://www.econbiz.de/10008666969
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Cultural impacts on felt and expressed emotions and third party complaint relationships
Baker, Thomas L.; Meyer, Tracy; Chebat, Jean-Charles - In: Journal of business research : JBR 66 (2013) 7, pp. 816-822
Persistent link: https://www.econbiz.de/10009756908
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Moderating effect of discriminatory attributions on repatronage intentions
Baker, Thomas L.; Meyer, Tracy - In: Journal of retailing and consumer services 19 (2012) 2, pp. 211-217
Persistent link: https://www.econbiz.de/10009522453
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Customers need to relate : the conditional warm glow effect of CSR on negative customer experiences
Alhouti, Sarah; Wright, Scott A.; Baker, Thomas L. - In: Journal of business research : JBR 124 (2021), pp. 240-253
Persistent link: https://www.econbiz.de/10012493856
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Socially responsible cocreation in service recovery : the role of pride in prosocial compensation
Alhouti, Sarah; Hall, Kristina K. Lindsey; Kuo, Andrew; … - 2025
Persistent link: https://www.econbiz.de/10015396299
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An examination of frontline employee-customer incidental similarities in service failure and recovery contexts
Lindsey-Hall, Kristina K.; Jaramillo, Susana; Baker, … - In: Psychology & marketing 40 (2023) 6, pp. 1047-1060
Persistent link: https://www.econbiz.de/10014291713
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Enhancing CSR and purchase intent in service recovery : investigating the interplay of prosocial compensation, hedonic and luxury purchases
Alhouti, Sarah; Lindsey Hall, Kristina; Baker, Thomas L. - 2024
Persistent link: https://www.econbiz.de/10015110657