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Employee/customer interface in a service crisis : impact of senior management attributes and practices on customer evaluation
Kimberley, Nell; Härtel, Charmine E. J. - In: Journal of management & organization : journal of … 14 (2008) 2, pp. 207-218
Persistent link: https://www.econbiz.de/10003722225
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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
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All Anglos are alike? : a study of whinging Poms and bloody-minded Aussies
Harris, Lloyd C.; Russell-Bennett, Rebekah - In: Journal of marketing management : MM 31 (2015) 7/8, pp. 827-855
Persistent link: https://www.econbiz.de/10011309050
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Customer retaliation at the employee-customer interface
Keefe, Dominique A.; Russell-Bennett, Rebekah; Tombs, … - In: Journal of management & organization : journal of … 14 (2008) 4, pp. 438-450
Persistent link: https://www.econbiz.de/10003771979
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Recognising emotional expressions of complaining customers : a cross-cultural study
Tombs, Alastair G.; Russell-Bennett, Rebekah; … - In: European journal of marketing : EJM 48 (2014) 7/8, pp. 1354-1374
Persistent link: https://www.econbiz.de/10010414765