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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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Customer complaints and recovery effectiveness : a customer base approach
Knox, George; Oest, Rutger van - In: Journal of marketing 78 (2014) 5, pp. 42-57
Persistent link: https://www.econbiz.de/10010419906
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The unintended consequence of price-based service recovery incentives
Kanuri, Vamsi K.; Andrews, Michelle - In: Journal of marketing 83 (2019) 5, pp. 57-77
Persistent link: https://www.econbiz.de/10012176134
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When and why saying "thank you" is better than saying "sorry" in redressing service failures : the role of self-esteem
You, Yanfen; Yang, Xiaojing; Wang, Lili; Deng, Xiaoyan - In: Journal of marketing 84 (2020) 2, pp. 133-150
Persistent link: https://www.econbiz.de/10012176607
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The benefit of becoming friends : complaining after service failures leads customers with strong ties to increase loyalty
Umashankar, Nita; Ward, Morgan K.; Dahl, Darren W. - In: Journal of marketing 81 (2017) 6, pp. 79-98
Persistent link: https://www.econbiz.de/10011776897
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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