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An empirical inquiry into the antecedents and consequences of perceived e-retailer's resilience
Raju, G. Amar; Roy, Souvik; Mandal, Santanu - In: International journal of services, economics and management 9 (2018) 3/4, pp. 208-230
Persistent link: https://www.econbiz.de/10012035887
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Perceived prevalence and personal impact of negative online reviews
Bradley, Graham L.; Sparks, Beverley; Weber, Karin - In: Journal of service management 27 (2016) 4, pp. 507-533
Persistent link: https://www.econbiz.de/10011563656
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Active or avoidance coping? : influencing mechanisms of streamers' coping strategies on viewers' word of mouth after livestreaming e-commerce failures
Chen, Jianyu; Gong, Xiushuang; Ren, Rui - In: Journal of retailing and consumer services 72 (2023), pp. 1-11
Persistent link: https://www.econbiz.de/10014253469
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Personalized recommendation based on customer preference mining and sentiment assessment from a Chinese e-commerce website
Jing, Nan; Jiang, Tao; Du, Juan; Sugumaran, Vijayan - In: Electronic commerce research 18 (2018) 1, pp. 159-179
Persistent link: https://www.econbiz.de/10011813179
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The influence of emotions on game and service satisfaction and behavioral intention in winning and losing situations : moderating effect of identification with the team
Yim, Brian H.; Byon, Kevin K. - In: Sport marketing quarterly : preferred journal of the … 27 (2018) 2, pp. 93-106
Persistent link: https://www.econbiz.de/10012173520
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There's not much to tell : the impact of emotional resilience on negative word-of-mouth following service failure
Lteif, Lama; Rubin, Dan; Ball, Joan P.; Lamberton, Cait - In: Psychology & marketing 40 (2023) 9, pp. 1808-1820
Persistent link: https://www.econbiz.de/10014338326
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Coping, rumination, and electronic word-of-mouth : segmenting consumer responses to service failure via fuzzy clustering
Gonnon, Martin; Taheri, Babak; Disegna, Marta; Prayag, … - In: Journal of business research : JBR 166 (2023), pp. 1-15
Persistent link: https://www.econbiz.de/10014380316
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Emotion regulation at service encounters : coping with the behavior of other customers
Miao, Li - In: Journal of hospitality marketing & management 23 (2014) 1/2, pp. 49-76
Persistent link: https://www.econbiz.de/10010358260
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Emotional management and behavioural inhibition system in service failures
Thuc Nghi Le - In: International journal of services and operations management 27 (2017) 2, pp. 190-209
Persistent link: https://www.econbiz.de/10011757781
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Customer mistreatment and employee well-being : a daily diary study of recovery mechanisms for frontline restaurant employees in a hotel
Yang, Fu; Lu, Mengqian; Huang, Xiaoyu - In: International journal of hospitality management 91 (2020), pp. 1-9
Persistent link: https://www.econbiz.de/10012389407