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Language discordance and technological mediation in healthcare service encounters : a contrastive experiment
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Service quality and loyalty behavior in professional business services: an operations based perspective to effective service management
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A meta-analysis of relationships linking service failure attributions to customer outcomes
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Does being proactive pay off? Webcare strategies and their effect on customer emotions, outcomes and privacy concerns
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Turning customer feedback into gold: challenges and hindrances
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- Journal Article
- A1
- open access
Consumers' Willingness to communicate in a second language : communicating in service settings
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- Journal Article
- A1
- open access
Examining the relationship between language divergence and word-of-mouth intentions
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Customer intentions to invoke service guarantees: does excellence in service recovery, type of guarantee, and cultural orientation matter?
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- Journal Article
- A1
- open access
Service recovery's impact on customers next-in-line
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The language backfire effect: should service providers always serve customers in their strongest language?
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- Conference Paper
- C1
- open access
The language backfire effect: do customers always prefer to be served in their strongest language?
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Consumer willingness to communicate in a second language: communicating in service settings
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Response styles in survey research: a literature review of antecedents, consequences, and remedies
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Perceived importance of native language use in service encounters
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Speak my language if you want my money : service language's influence on consumer tipping behavior
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Customer reactions to service failure and recovery encounters
(2012) -
Consumers' willingness to communicate in a second language
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The impact of process recovery communication on customer satisfaction, repurchase intentions, and word-of-mouth intentions
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The impact of language divergence on customer satisfaction
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- Conference Paper
- C3
- open access
Speak my language if you want me to come back! Service language's impact on return intentions
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- Conference Paper
- C3
- open access
Speak my language if you want my money: the impact of service language on consumer tipping behavior
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- Conference Paper
- C3
- open access
Spreading word of mouth when loving and hating the same object: The impact of attitude ambivalence on pre- and post-failure word of mouth
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The impact of brand name placement in song lyrics on brand attitudes: does the attitude toward the artist matter?
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Introducing language into service encounters
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Consumer language preferences in services: a matter of service-, person- or context-related characteristics?
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Excusez-moi, je n'ai pas compris: the impact of language differences on service encounter evaluations
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Did you hear it on the radio? : the effectiveness of brand name placement in song lyrics
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The role of attitude ambivalence on customers' reactions to product failures
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Why do process recovery communications work? Investigating the mediating role of stability attributions and perceived relationship investment
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The impact of informing complaining and noncomplaining customers of process recoveries on customer satisfaction and attitudinal loyalty
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The different impact of customer recovery and process recovery communication on controllability and stability attributions
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An experimental investigation of customer reactions to process recovery communications
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Because customers want to, need to, or ought to?: a longitudinal analysis of the impact of commitment on share-of-wallet
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Enhancing non-complainers' relationship quality by communicating process recoveries
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An experimental investigation of customer reactions to process recovery communications