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The impact of employee empathy on brand trust in organizational complaint response emails : a closer look at linguistic realization
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A unique blend of interpersonal and transactional strategies in English email responses to customer complaints in a B2C setting : a move analysis
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Dear Customer, you've got mail : a closer look at discourse moves, discursive legitimation, and the effects of interpersonal strategies in email responses to customer complaints
(2021) -
Person- versus content-oriented approaches in English and German email responses to customer complaints : a cross-cultural analysis of moves and first-person pronouns
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'Can you send us a PM please?' : Service recovery interactions on social media from the perspective of organizational legitimacy
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- Journal Article
- A2
- open access
A temporal model of perceived control to explain service failures
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'We(b) care' How review set balance moderates the appropriate response strategy to negative online reviews
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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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A meta-analysis of relationships linking service failure attributions to customer outcomes
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- Journal Article
- A1
- open access
Service recovery's impact on customers next-in-line