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Customer's angry voice: Targeting employees or the organization?

McColl-Kennedy, Janet R.; Sparks, Beverley A.; Nguyen, … - In: Journal of Business Research 64 (2011) 7, pp. 707-713

Poor service encounters have the potential to leave customers feeling angry at the frontline service employee who serves them, angry at the organization, or angry at both parties. The 25 in-depth interviews (Study 1) and experimental work (Study 2) demonstrate how distributive (outcome...

Persistent link: https://www.econbiz.de/10009023845

Customer effort in value cocreation activities : improving quality of life and behavioral intentions of health care customers

Sweeney, Jillian C.; Danaher, Tracey S.; … - In: Journal of service research : JSR 18 (2015) 3, pp. 318-335

Persistent link: https://www.econbiz.de/10011336505

How do you feel today? : managing patient emotions during health care experiences to enhance well-being

McColl-Kennedy, Janet R.; Danaher, Tracey S.; Gallan, … - In: Journal of business research : JBR 79 (2017), pp. 247-259

Persistent link: https://www.econbiz.de/10011745308

Customer rage episodes : emotions, expressions and behaviors

McColl-Kennedy, Janet R.; Patterson, Paul G.; Smith, Amy K. - In: Journal of retailing 85 (2009) 2, pp. 222-237

Persistent link: https://www.econbiz.de/10003870743

Customer rage : triggers, tipping points, and take-outs

Patterson, Paul G.; McColl-Kennedy, Janet R.; Smith, Amy K. - In: California management review 52 (2009/10) 1, pp. 6-28

Persistent link: https://www.econbiz.de/10003960175

Matching service recovery solutions to customer recovery preferences

Nguyen, Doan T.; McColl-Kennedy, Janet R.; Dagger, Tracey S. - In: European journal of marketing : EJM 46 (2012) 9, pp. 1171-1194

Persistent link: https://www.econbiz.de/10009661665

Customer's angry voice : targeting employees or the organization?

McColl-Kennedy, Janet R.; Sparks, Beverley A.; Nguyen, … - In: Journal of business research : JBR 64 (2011) 7, pp. 707-713

Persistent link: https://www.econbiz.de/10009151712

Matching service recovery solutions to customer recovery preferences

Nguyen, Doan T.; McColl-Kennedy, Janet R.; Dagger, Tracey S. - In: European journal of marketing : EJM 46 (2012) 9, pp. 1171-1195

Persistent link: https://www.econbiz.de/10010021191

Customer Rage Episodes: Emotions, Expressions and Behaviors

Mccoll-Kennedy, Janet R.; Patterson, Paul G.; Smith, Amy K. - In: Journal of retailing 85 (2009) 2, pp. 222

Persistent link: https://www.econbiz.de/10008259742

Customer Rage Episodes: Emotions, Expressions and Behaviors

McColl-Kennedy, Janet R.; Patterson, Paul G.; Smith, Amy K. - In: Journal of retailing 85 (2009) 2, pp. 222-238

Persistent link: https://www.econbiz.de/10008889572