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New aspects of research to assess and manage critical incidents in service encounters : teleological actions, interactive interface and perceptual gaps
Padin, Carmen; Svensson, Göran; Otero-Neira, Carmen; … - In: International journal of contemporary hospitality management 27 (2015) 1, pp. 27-51
Persistent link: https://www.econbiz.de/10010516547
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Understanding negative emotions in services through teleological actions
Padin, Carmen; Svensson, Göran - In: International journal of quality and service sciences 9 (2017) 1, pp. 67-84
Persistent link: https://www.econbiz.de/10011650515
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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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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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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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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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An examination of frontline employee-customer incidental similarities in service failure and recovery contexts
Lindsey-Hall, Kristina K.; Jaramillo, Susana; Baker, … - In: Psychology & marketing 40 (2023) 6, pp. 1047-1060
Persistent link: https://www.econbiz.de/10014291713
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Foreign or domestic : who provides better customer service?
Poddar, Amit; Ozcan, Timucin; Madupalli, Ramana Kumar - In: The journal of services marketing 29 (2015) 2, pp. 124-136
Persistent link: https://www.econbiz.de/10011343386
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Consumer effort in service encounters : the overlooked impact of surface acting
Cook, Laurel Aynne; Bone, Paula Fitzgerald; Sadeghein, Raika - In: The journal of services marketing 36 (2022) 2, pp. 297-309
Persistent link: https://www.econbiz.de/10013407489