Publications in collaboration with researchers from Universidade de Santiago de Compostela (10)

2017

  1. Co-creation and service recovery process communication: effects on satisfaction, repurchase intentions, and word of mouth

    Service Business, Vol. 11, Núm. 2, pp. 321-343

  2. Manufacturer–distributor relationships: role of relationship-specific investment and dependence types

    Journal of Business and Industrial Marketing, Vol. 32, Núm. 8, pp. 1245-1260

2015

  1. Why didn’t it work out? The effects of attributions on the efficacy of recovery strategies

    Journal of Service Theory and Practice, Vol. 25, Núm. 6, pp. 700-724

2014

  1. Intentionality attributions and humiliation: The impact on customer behavior

    European Journal of Marketing, Vol. 48, Núm. 5-6, pp. 901-923

2013

  1. Collaborative manufacturer-distributor relationships: The role of governance, information sharing and creativity

    Journal of Business and Industrial Marketing, Vol. 28, Núm. 8, pp. 620-637

2012

  1. Service recovery, satisfaction and behaviour intentions: Analysis of compensation and social comparison communication strategies

    Service Industries Journal, Vol. 32, Núm. 1, pp. 83-103

2010

  1. Explaining customer satisfaction with complaint handling

    International Journal of Bank Marketing, Vol. 28, Núm. 2, pp. 88-112

  2. Lack of preferential treatment: Effects on dissatisfaction after a service failure

    Industrial Robot, Vol. 37, Núm. 2, pp. 45-68

  3. Lack of preferential treatment: Effects on dissatisfaction after a service failure

    Journal of Service Management, Vol. 21, Núm. 1, pp. 45-68

  4. The effects of customer age and recovery strategies in a service failure setting

    Journal of Financial Services Marketing, Vol. 15, Núm. 1, pp. 32-48