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Journal Articles

Timing and compensation strategies in service recovery

Xiaofei Tang, En-Chung Chang, Xing Huang, Meng Zhang

Journal of Services Marketing (2018) 32 (6): 755–766.

https://doi.org/10.1108/JSM-04-2017-0126

Published: 17 October 2018

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Journal Articles

What makes consumers believe: the impacts of priming and sequential service experiences on consumer emotions and willingness to pay

Ting-Jui Chou, En-Chung Chang, Yanan Zheng, Xiaofei Tang

Journal of Services Marketing (2016) 30 (1): 115–127.

https://doi.org/10.1108/JSM-02-2014-0077

Published: 08 February 2016

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