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Research article

First published 2014-8

Group Emotional Contagion and Complaint Intentions in Group Service Failure

Jiangang Du, Xiucheng Fan, Tianjun Feng

Journal of Service Research

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Research article

First published 2017-5

Perceptions of Group Versus Individual Service Failures and Their Effects on Customer Outcomes

Arne K. Albrecht, Gianfranco Walsh, Sharon E. Beatty

Journal of Service Research

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Research article

First published 2019-2

The Effect of Compensation Size on Recovery Satisfaction After Group Service Failures: The Role of Group Versus Individual Service Recovery

Arne K. Albrecht, Tobias Schaefers, Gianfranco Walsh [...]

Journal of Service Research

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Research article

First published 2006-09

Heart failure and palliative care services working in partnership: report of a new model of care

Andrew Daley, Christine Matthews, Anne Williams

Palliative Medicine

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Research article

First published 2016-2

Effects of Service Failure on Consumer Responses across Failure Types: A Moderating Role of Intimacy

Seongun Jeon, Jonathan S. Kim

Australasian Marketing Journal

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Research article

First published 2021-5

Eliciting the educational needs and priorities of home care workers on end-of-life care for patients with heart failure using nominal group technique

Dawon Baik, Peggy B Leung, Madeline R Sterling [...]

Palliative Medicine

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Research article

First published 2005-8

The role of cumulative online purchasing experience in service recovery management

Betsy Bugg Holloway, Sijun Wang, Janet Turner Parish

Journal of Interactive Marketing

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Research article

First published 2013-11

Who Chose this Restaurant Anyway? The Effect of Responsibility for Choice,Guarantees,and Failure Stability on Customer Complaining

Lisa McQuilken, Nichola Robertson

Journal of Hospitality & Tourism Research

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Research article

First published 2019-1

Disaster Recovery Service Delivery: Toward a Theory of Simultaneous Government and Voluntary Sector Failures

Kristin O’Donovan

Administration & Society

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Research article

First published 2011-3

Prior Relationships and Consumer Responses to Service Failures: A Cross-Cultural Study

Michael K. Hui, Candy K.Y. Ho, Lisa C. Wan

Journal of International Marketing

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