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Publication Type:

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Department:

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Year:

Customers behaving badly: A state of the art review, research agenda and implications for practitioners

journal articles
Wirtz J, Fisk R, Grove S, Harris LC, Keeffe DA, Russell/Bennett R and Daunt KL
Year
2010

Opportunistic customer claiming during service recovery

journal articles
Wirtz J and McColl-Kennedy JR
Year
2010

Self-Centered Social Exchange: Differential Use of Costs Versus Benefits in Prosocial Reciprocity

journal articles
Zhang Y and Epley N
Year
2009

Research and practice in marketing, human resources and operations management in services: perspectives from Asia

journal articles
Wirtz J, Johnston R and Seow CKS
Emerald Group Publishing Limited
Year
2009

Guest editorial

journal articles
Wirtz J, Johnston R and Khoe Sin Seow C
Year
2009

Measuring status orientations: Scale development and validation in the context of an Asian transitional economy

journal articles
Tambyah SK, Tuyet Mai NTT and Jung K
Year
2009

Strategy and organization at Singapore Airlines: Achieving sustainable advantage through dual strategy

journal articles
Wirtz J and Heracleous L
Year
2009

Processing idioms in advertising discourse: Effects of familiarity, literality, and compositionality on consumer ad response

journal articles
Lim EAC, Ang SH, Lee YH and Leong SM
Year
2009

When uncertainty brings pleasure: The role of prospect imageability and mental imagery

journal articles
Lee YH and Qiu C
Year
2009

Perceived service encounter pace and customer satisfaction: An empirical study of restaurant experiences

journal articles
Wirtz J, Noone BM, Mattila AS and Kimes SE
Year
2009