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A neurophysiological exploration of the dynamic nature of emotions during the customer experience
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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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How technical and functional service quality drive consumer happiness Moderating influences of channel usage
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The cumulative effect of satisfaction with discrete transactions on share of wallet
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A longitudinal examination of customer commitment and loyalty
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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
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The impact of process recovery communication on customer satisfaction, repurchase intentions, and word-of-mouth intentions