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Domo arigato Mr. Roboto : emergence of automated social presence in organizational frontlines and customers’ service experiences

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Persistent link: https://www.econbiz.de/10011647482

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The Effect of Compensation on Repurchase Intentions in Service Recovery

Grewal, Dhruv - 2016

To explore when the presence of compensation enhances repurchase intentions after a service failure, the authors use an experimental procedure and evaluate the impact of compensation in different stability and locus of responsibility conditions. Findings from three studies using scenarios from...

Persistent link: https://www.econbiz.de/10012994823

Frontline cyborgs at your service : how human enhancement technologies affect customer experiences in retail, sales, and service settings

Grewal, Dhruv; Kroschke, Mirja; Mende, Martin; … - In: Journal of interactive marketing : a quarterly … 51 (2020), pp. 9-25

Persistent link: https://www.econbiz.de/10012299803

How in-store retail and service atmosphere create customer engagement

Schweiger, Elisa B.; Roggeveen, Anne L.; Grewal, Dhruv; … - In: Handbook of research on customer engagement, (pp. 126-163). 2019

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Complaint de-escalation strategies on social media

Herhausen, Dennis; Grewal, Lauren; Cummings, Krista Hill; … - In: Journal of marketing 87 (2023) 2, pp. 210-231

Persistent link: https://www.econbiz.de/10014245084

The effects of behavioral, cognitive, and decisional control in co-production service experiences

Esmark, Carol L.; Noble, Stephanie M.; Bell, John E.; … - In: Marketing letters : a journal of research in marketing 27 (2016) 3, pp. 423-436

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So distant, yet useful : the impact of distal stories on customers' service expectations

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Online channel use and satisfaction in a multichannel service context : Report No. 03-107

Montoya-Weiss, Mitzi; Voss, Glenn B.; Grewal, Dhruv - In: MSI reports : working paper series (2003) 2, pp. 19-35

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