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Role of downward versus upward social comparison in service recovery : testing a mediated moderation model with two empirical studies
Chen, Ke; Zhan, Wu; Sharma, Piyush - In: Journal of retailing and consumer services 75 (2023), pp. 1-13
Persistent link: https://www.econbiz.de/10014372531
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The dynamic role of "should expectation" in service recovery paradox
Tu, Rungting; Chen, Ke; Lin, Cheryl C. J. - In: Frontiers of business research in China : selected … 3 (2009) 4, pp. 583-598
Persistent link: https://www.econbiz.de/10003923739
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When in Rome! : complaint contagion effect in multi-actor service ecosystems
Chen, Ke; Chen, Jianxun; Zhan, Wu; Sharma, Piyush - In: Journal of business research : JBR 121 (2020), pp. 628-641
Persistent link: https://www.econbiz.de/10012417383