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Misalignment and its influence on integration quality in multichannel services
Banerjee, Madhumita - In: Journal of service research : JSR 17 (2014) 4, pp. 460-474
Persistent link: https://www.econbiz.de/10010432156
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Effects of perceived sacrifice, quality, value, and satisfaction on behavioral intentions in the service environment
Shukla, Paurav - In: Services marketing quarterly 31 (2010) 4, pp. 466-484
Persistent link: https://www.econbiz.de/10008729056
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Customer responses to service failure and recovery experiences
Singh, Jaywant; Crisafulli, Benedetta - In: Boundary spanning elements and the marketing function …, (pp. 117-135). 2015
Persistent link: https://www.econbiz.de/10010506706
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Managing customer complaints : the case of Imperial Orchid Hotels in Thailand
Singh, Jaywant; Crisafulli, Benedetta - In: Services marketing cases in emerging markets : an asian …, (pp. 35-43). 2017
Persistent link: https://www.econbiz.de/10011537859
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Service guarantee as a recovery strategy : the impact of guarantee terms on perceived justice and firm motives
Crisafulli, Benedetta; Singh, Jaywant - In: Journal of service management 27 (2016) 2, pp. 117-143
Persistent link: https://www.econbiz.de/10011564670
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Managing online service recovery : procedures, justice and customer satisfaction
Singh, Jaywant; Crisafulli, Benedetta - In: Journal of service theory and practice : JSTP 26 (2016) 6, pp. 764-787
Persistent link: https://www.econbiz.de/10011599230
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They forgot me! : the exclusionary effects among complaining consumers when others receive a response
Ben, Zhiying; Shukla, Paurav - In: Psychology & marketing 41 (2024) 11, pp. 2741-2756
Persistent link: https://www.econbiz.de/10015133892