Banking customers' varied reactions to service recovery strategies

By Duffy Jo Ann M.   Miller John M.   Bexley James B.  

The International Journal of Bank Marketing, Vol. 24, Iss. 2, 2006-01 ,pp. : 112-132

Emerald Group Publishing Ltd

Access to resources Recommend Favorite

Service failures and recovery in retail banking: the customers' perspective

By Lewis Barbara R   Spyrakopoulos Sotiris  

The International Journal of Bank Marketing, Vol. 19, Iss. 1, 2001-02 ,pp. : 37-48

Emerald Group Publishing Ltd

Access to resources Recommend Favorite

Service receivers' negative emotions in airline and hospital service settings

By Petzer Daniel J.   Meyer Christine F. De   Svari Sander   Svensson Göran  

Journal of Services Marketing, Vol. 26, Iss. 7, 2012-10 ,pp. : 484-496

Emerald Group Publishing Ltd

Access to resources Recommend Favorite

Do ongoing relationships buffer the effects of service recovery on customers' trust and loyalty?

By Santos Cristiane Pizzutti dos   Basso Kenny  

The International Journal of Bank Marketing, Vol. 30, Iss. 3, 2012-04 ,pp. : 168-192

Emerald Group Publishing Ltd

Access to resources Recommend Favorite

Transferring knowledge for organisational customers by knowledge intensive business service marketing firms: An exploratory study

By Daghfous Abdelkader   Ashill Nicholas Jeremy   Rod Michel Roger  

Marketing Intelligence & Planning, Vol. 31, Iss. 4, 2013-06 ,pp. : 421-442

Emerald Group Publishing Ltd

Access to resources Recommend Favorite