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A customer scorned : effects of employee reprimands in frontline service encounters
Pugh, Harrison B.; Brady, Michael K.; Hopkins, Lucas M. - In: Journal of service research : JSR 21 (2018) 2, pp. 219-234
Persistent link: https://www.econbiz.de/10011855801
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The dark side of customer co-creation : exploring the consequences of failed co-created services
Heidenreich, Sven; Wittkowski, Kristina; Handrich, Matthias - In: Journal of the Academy of Marketing Science 43 (2015) 3, pp. 279-296
Persistent link: https://www.econbiz.de/10011287133
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Employing proactive interaction for service failure prevention to improve customer service experiences
Shin, Hyunju; Ellinger, Alexander E.; Mothersbaugh, David L. - In: Journal of service theory and practice : JSTP 27 (2017) 1, pp. 164-186
Persistent link: https://www.econbiz.de/10011602742
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Service mega-disruptions : a conceptual model and research agenda
Vredenburg, Jessica; Kapitan, Sommer; Jang, Sharon - In: The journal of services marketing 38 (2024) 1, pp. 131-144
Persistent link: https://www.econbiz.de/10014473598
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Understanding the conceptualisation and strategies of service recovery processes in service organisations
Anwar, Sohail - In: International journal of services, economics and management 14 (2023) 2, pp. 175-197
Persistent link: https://www.econbiz.de/10014311637
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Theoretical advances in service breakdown prevention and recovery : rich service enactment to improve server-client interactions and outcomes
De Villiers, Rouxelle; Woodside, Arch G.; Tipgomut, … - In: Australasian marketing journal : AMJ ; official journal … 31 (2023) 2, pp. 164-180
Persistent link: https://www.econbiz.de/10014252829
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The nature and implications of consumers’ experiential framings of failure in high-risk service contexts
Zayer, Linda Tuncay; Otnes, Cele; Fischer, Eileen M. - In: Journal of service research : JSR 18 (2015) 3, pp. 303-317
Persistent link: https://www.econbiz.de/10011336507
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The effects of companies’ face mask usage on consumers’ reactions in the service marketplace
Pichierri, Marco; Petruzzellis, Luca - In: The journal of services marketing 36 (2022) 4, pp. 530-549
Persistent link: https://www.econbiz.de/10013407560
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Balancing reactions and actions between service receivers and service providers to resolve service failures
Magaña Carrillo, Irma; Svensson, Göran; Otero-Neira, … - In: International journal of business excellence : IJBEX 26 (2022) 1, pp. 20-41
Persistent link: https://www.econbiz.de/10013198109
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The impact of service failure on brand credibility
Bougoure, Ursula Sigrid; Russell-Bennett, Rebekah; … - In: Journal of retailing and consumer services 31 (2016), pp. 62-71
Persistent link: https://www.econbiz.de/10011528525