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Service recovery for moderate and high involvement services
Bambauer-Sachse, Silke; Rabeson, Landisoa Eunorphie - In: The journal of services marketing 29 (2015) 5, pp. 331-343
Persistent link: https://www.econbiz.de/10011387765
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Exploring service failure in a business-to-business context
Zhu, Xia; Zolkiewski, Judy - In: The journal of services marketing 29 (2015) 5, pp. 367-379
Persistent link: https://www.econbiz.de/10011387791
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Retrospective: service failure and loyalty : an exploratory empirical study of airline customers
Palmer, Adrian; Bejou, David - In: The journal of services marketing 30 (2016) 5, pp. 480-484
Persistent link: https://www.econbiz.de/10011615517
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Toward service recovery strategies : the role of consumer-organization relationship norms
Hur, Jungyun; Jang, Soocheong - In: The journal of services marketing 30 (2016) 7, pp. 724-735
Persistent link: https://www.econbiz.de/10011590917
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#IHateYourBrand: adaptive service recovery strategies on Twitter
Abney, Alexandra K.; Pelletier, Mark J.; Ford, … - In: The journal of services marketing 31 (2017) 3, pp. 281-294
Persistent link: https://www.econbiz.de/10011741259
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Giving back the "self" in self service : customer preferences in self-service failure recovery
Collier, Joel E.; Breazeale, Michael; White, Allyn - In: The journal of services marketing 31 (2017) 6, pp. 604-617
Persistent link: https://www.econbiz.de/10011801633
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Do women like options more than men? : an examination in the context of service recovery
Mattila, Anna S. - In: The journal of services marketing 24 (2010) 7, pp. 499-508
Persistent link: https://www.econbiz.de/10008749977
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Betrayal? : relationship quality implications in service recovery
Holloway, Betsy Bugg; Wang, Sijun; Beatty, Sharon E. - In: The journal of services marketing 23 (2009) 6, pp. 385-396
Persistent link: https://www.econbiz.de/10009525724
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Job resourcefulness, symptoms of burnout and service recovery performance : an examination of call centre frontline employees
Ashill, Nicholas J.; Rod, Michel; Thirkell, Peter; … - In: The journal of services marketing 23 (2009) 5, pp. 338-350
Persistent link: https://www.econbiz.de/10009525730
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A cross-cultural comparison of perceived informational fairness with service failure explanations
Wang, Chen-ya; Mattila, Anna S. - In: The journal of services marketing 25 (2011) 6, pp. 429-439
Persistent link: https://www.econbiz.de/10009390049