Zobrazeno 1 - 6
of 6
pro vyhledávání: '"Sander Svari"'
Publikováno v:
International Journal of Quality and Service Sciences. 5:120-139
PurposeThe purpose of this paper is to describe and test a construct of perceived justice from an airline and hospital industry perspective. Furthermore, the similarities and differences of perceived justice in negative service encounters within the
Publikováno v:
Journal of Services Marketing. 26:484-496
PurposeThe purpose of this paper is to examine service receivers' negative emotions in two different service settings, namely at an airport and in a hospital.Design/methodology/approachA descriptive, convenience sampling survey method was used to col
Autor:
Lars Erling Olsen, Sander Svari
Publikováno v:
International Journal of Quality and Service Sciences. 4:270-282
PurposeCompanies often find that customers fail to complain directly to the company when they experience a negative service incident. One explanation for such behavior may be found in customers' emotions caused by the incident. The purpose of this pa
Publikováno v:
Journal of Services Marketing. 25:323-335
PurposeThe objective of this paper is to test the validity and reliability of a SOS construct and its dimensions (i.e. self, other and situational) of negative emotions in the context of consumers' service experience (CSE) and the following processes
Publikováno v:
Managing Service Quality: An International Journal. 20:26-45
PurposeThe purpose of this paper is to describe and test a construct of perceived justice and its DIP‐dimensions (i.e. distributive, interactional, and procedural) in the context of both the consumers' initial negative service experiences' and the
Publikováno v:
Managing Service Quality. Jan2010, Vol. 20 Issue 1, p26-45. 20p.