Publicaciones en colaboración con investigadores/as de Universidad de Oviedo (12)

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

2011

  1. Estrategias de cartera de productos-marcas para empresas detallistas. Efectos derivados de la introducción de nuevas categorías de marcas de distribuido

    Estrategias competitivas en canales de distribución comercial tradicional "versus" on-line (Cátedra Fundación Ramón Areces de Distribución Comercial), pp. 191-209

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