Publications
Publication Type:
Department:
Year:
Organizational learning from customer feedback received by service employees: A social capital perspective
journal articles
Wirtz J, Kuan Tambyah S and Mattila AS
Year
2010
Emotion display rules at work in the global service economy: The special case of the customer
journal articles
Wirtz J, Grandey A, Rafaeli A, Ravid S and Steiner DD
Year
2010
The globe: Singapore airlines’ balancing act
journal articles
Wirtz J and Heracleous L
Year
2010
Sealing the Emotions genie: The Effects of Physical Enclosure on Psychological Closure
journal articles
Li X, Wei L and Soman D
Year
2010
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
Suppressing feelings: A double-edged sword to consumer judgment and choice
journal articles
Lee YH, Yeung CWM 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
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
Guest editorial
journal articles
Wirtz J, Johnston R and Khoe Sin Seow C
Year
2009