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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
Examining the relationship between language divergence and word-of-mouth intentions
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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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Does being proactive pay off? Webcare strategies and their effect on customer emotions, outcomes and privacy concerns
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A meta-analysis of relationships linking service failure attributions to customer outcomes
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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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Speak my language if you want my money : service language's influence on consumer tipping behavior
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Response styles in survey research: a literature review of antecedents, consequences, and remedies
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Consumer willingness to communicate in a second language: communicating in service settings
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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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The language backfire effect: should service providers always serve customers in their strongest language?
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- Journal Article
- A1
- open access
Service recovery's impact on customers next-in-line
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The impact of process recovery communication on customer satisfaction, repurchase intentions, and word-of-mouth intentions
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Consumers' willingness to communicate in a second language