Publications by the researcher in collaboration with BEATRIZ MOLINER VELAZQUEZ (4)

2020

  1. Can the Retailer’s ICT Enhance the Impact of Service Recovery Efforts on Customer Satisfaction?

    Journal of Relationship Marketing, Vol. 19, Núm. 4, pp. 329-354

2017

  1. Analysing the fulfilment of service recovery paradox in retailing

    International Review of Retail, Distribution and Consumer Research, Vol. 27, Núm. 4, pp. 369-389

2015

  1. Satisfaction with service recovery: moderating effect of age in word-of-mouth

    Journal of Consumer Marketing, Vol. 32, Núm. 6, pp. 470-484

  2. ¿Es posible aumentar la satisfacción del cliente después de una queja?: La paradoja de recuperación del servicio en el comercio minorista

    Universia Business Review, Núm. 46, pp. 54-69