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Proactive service recovery performance in emerging (vs. developed) market-based firms : the role of clients’ cultural orientation

Bakhsh, Naghmeh Nik; Hollebeek, Linda D.; … - In: Organizations and markets in emerging economies 14 (2023) 2, pp. 260-285

Though service recovery plays a key role in industrial clients' post-recovery supplier evaluations, the impact of customers' cultural orientation on the effectiveness of supplier-instigated proactive recovery (i.e., a supplier's recovery efforts before clients notice/complain) remains tenuous,...

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Special issue: customer engagement in automated service interactions

Hollebeek, Linda D. (ed.); Sprott, David E. (ed.); … - 2021

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The role of consumer engagement in recovering online service failures : an application of service-dominant logic

Ul Islam, Jamid; Rahman, Zillur; Hollebeek, Linda D. - In: Handbook of research on customer engagement, (pp. 456-469). 2019

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Why switch? : the role of customer variety-seeking and engagement in driving service switching intention

Menidjel, Choukri; Hollebeek, Linda D.; Urbonavicius, … - In: The journal of services marketing 37 (2023) 5, pp. 592-605

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Rethinking nonprofit service disintermediation through service communication interactions

Mitchell, Sarah-Louise; Clark, Moira K. - In: Journal of service management 33 (2022) 4/5, pp. 758-773

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Customer engagement in the service context : an empirical investigation of the construct, its antecedents and consequences

Ul Islam, Jamid; Hollebeek, Linda D.; Rahman, Zillur; … - In: Journal of retailing and consumer services 50 (2019), pp. 277-285

Persistent link: https://www.econbiz.de/10012114161