Consumer reaction to service failure and recovery: the moderating role of attitude toward complaining

By Matos Celso Augusto de   Rossi Carlos Alberto Vargas   Veiga Ricardo Teixeira   Vieira Valter Afonso  

Journal of Services Marketing, Vol. 23, Iss. 7, 2009-10 ,pp. : 462-475

Emerald Group Publishing Ltd

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The role of personality characteristics and service failure severity in consumer forgiveness and service outcomes

By Tsarenko Yelena   Tojib Dewi  

Journal of Marketing Management, Vol. 28, Iss. 9-10, 2012-08 ,pp. : 1217-1239

Routledge Ltd

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Parental role models and the decision to become self-employed: The moderating effect of personality

By Chlosta Simone  

Small Business Economics, Vol. 38, Iss. 1, 2012-01 ,pp. : 121-138

Springer Publishing Company

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Re-examining the effect of service recovery: the moderating role of brand equity

By Huang Min-Hsin  

Journal of Services Marketing, Vol. 25, Iss. 7, 2011-10 ,pp. : 509-516

Emerald Group Publishing Ltd

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Effect of service provider's communication style on customer satisfaction in professional services setting: the moderating role of criticality and service nature

By Webster Cynthia   Sundaram D.S.  

Journal of Services Marketing, Vol. 23, Iss. 2, 2009-04 ,pp. : 103-113

Emerald Group Publishing Ltd

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