A continuum of transformative service exchange: insights for service and social marketers von Previte, Josephine, Robertson, Nichola

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Predicting the Likelihood of Voiced Complaints in the Self-Service Technology Context von Robertson, Nichola, Shaw, Robin N.

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The customer is often wrong: Investigating the influence of customer failures and apologies on frontline service employee well‐being von Robertson, Nichola, Rotman, Jeffrey, McQuilken, Lisa, Ringer, Allison

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A Framework of Foreseen and Unforeseen Harms in Transformative Service Systems von Polonsky, Michael J., Weber, Virginia, Ozanne, Lucie, Robertson, Nichola

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Omni-channel service failures and recoveries: refined typologies using Facebook complaints von Rosenmayer, Anneliese, McQuilken, Lisa, Robertson, Nichola, Ogden, Steve

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Consumer engagement on Twitter: perceptions of the brand matter von Read, Wayne, Robertson, Nichola, McQuilken, Lisa, Ferdous, Ahmed Shahriar

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Examining customer evaluations across different self-service technologies von Robertson, Nichola, McDonald, Heath, Leckie, Civilai, McQuilken, Lisa

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Vulnerability in in-vitro fertilisation transformative services: an interplay of individual and institutional factors von Robertson, Nichola, Tsarenko, Yelena, Polonsky, Michael Jay, McQuilken, Lisa

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Azithromycin in patients admitted to hospital with COVID-19 (RECOVERY): a randomised, controlled, open-label, platform trial von Abo-Leyah, Hani, Adewunmi, Emmanuel O, Allanson, Alison, Arimoto, Ryoki, Atkins, Christopher, Atkinson, Vicki, Bacon, Jenny, Bailey, Morgan, Bajandouh, Aiysha, Bakoulas, Panos, Baqai, Tanya, Bartlett, Georgina, Bazaz, Rohit, Blachford, Karen, Black, Ethel, Boult, Zoe, Brace, Leanna, Brassington, Louise, Butterworth-Cowin, Nicola, Catley, Christine, Chakravorty, Mollika, Chessell, Sarah, Dale, Katie, Dalton, Dermot, Danga, Akila, Davison, Alexander, Dolman, Rozzie, Dospinescu, Paula, Elliott, Amy, Emms, Michael, Evans, Jennifer, Fedel, Federico, Foulds, Angela, French, Eleanor, Furness, John, Germain, Louise, Gibson, Bethan, Gilliland, Deborah, Glass, Jon, Gray, Georgina, Hallett, Charles, Harlock, Edward, Harrison, Susie, Hastings, Alex, Hill, Helen, Hinshaw, Kim, Hodge, Simon, Hughes, Vikki, Hurley, Cian, Hussain, Muhammad, Jackson, Melanie, Jaki, Thomas, Johnstone, Ed, Kamerkar, Siddharth A, Karunaratne, Nicholas, Kemp, Timothy, Khota, Najaf, Khurana, Shruti, Kirwan, Ursula, Lloyd, Adam, Lopez, Paula, Marsden, Karen, Marsden, Paul, McCarthy, Mandy, McChlery, Gareth, McGoldrick, Claire, Mital, Dushyant, Mitchell, Ben, Mollet, Mateus, Neary, Elaine, Nicholls, Lisa, Norris, Lillian, North, Thomas, Oboh, Clements, O'Brien, Julie, Parkinson, Craig, Pearson, Harriet, Phillips, Alex, Pick, Sara, Poulaka, Maria, Pynn, Michael, Reynard, Charles, Sari, Beatrix, Sharma, Mona, Sim, Malcolm, Singh, Salil, Small, Samuel, Stiller, Gemma, Taylor-Siddons, Michelle, Trodd, Dawn, Turner, Patricia, Uppal, Veerpal SU, Vernon, Nathan, Vilimiene, Neringa, Waters, Abby, Willetts, Sylvia, Winn, Simon, Wood, Fiona, Yates, Mark, Zuriaga-Alvaro, Ana

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Design for service inclusion: creating inclusive service systems by 2050 von Fisk, Raymond P, Dean, Alison M, Alkire (née Nasr), Linda, Joubert, Alison, Previte, Josephine, Robertson, Nichola, Rosenbaum, Mark Scott

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The influence of guarantees, active requests to voice and failure severity on customer complaint behavior von McQuilken, Lisa, Robertson, Nichola

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Exploring the role of relationship variables in predicting customer voice to a service worker von Bove, Liliana L., Robertson, Nichola L.

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Pooled analysis of WHO Surgical Safety Checklist use and mortality after emergency laparotomy von Ademuyiwa, Adesoji O, Medina, Antonio Ramos‐De, Nawara, Clemens, Chong, Chean Leung, Kim, Stella Binna, De Freitas, Ana Vega Carreiro, Stock, Simon, D'aguzan, Nicole, Zheng, Fei, Hache‐Marliere, Manuel, Fattah, Ahmad Abdel, Nasr, Mohammed, Hammad, Ali Mohamed, Abdelshafy, Mahmoud, Gamaly, Elsayed, Hegazy, Yasmin, Alrahawy, Mahmoud, Alwafai, Mohammad Ghassan, Al‐Nahrawi, Safwat, Mouttalib, Sofia, Martin, Amandine, Guevara, Romeo, Rahmawati, Fitriana Nur, Sabeeh, Lubna, Song, Jiheon, Khattab, Khaled, Pozo, Diego Alonso Romani, Niragire, Alice, Alnuqaydan, Saleh A., Aljohani, Emad, Jennings, Vicky, Wagener, Mark, Pacheco, Rubén Darío Arias, Herrera, Norberto, Ali, Hussein, Thorarinsdottir, Hildur, Skelly, Brendan, Gadhvi, Vijay, White, Timothy, Gasteratos, Konstantinos, Hewage, Kalon, De Bono, Phoebe, Richards, James, Attard, Myranda, Richardson, Liam, Das, Suparna, Fouad, Dina, Howells, Lara, Ramzi, Saed, Lewis, Jason, Harrison, Nicola, Torrance, Hew Dt, Parker, Jody, Weinstein, Michael S., Kesinger, Matthew, Haines, Morgan, Karim, Sabbir, Haque, Muhtarima, Shubianok, Maryna, Elsharkawy, Aya Adel, Darwish, Abdelrhman KZ, Essam, Mahitab, Reda, Amira, Matter, Sara Mamdouh, Mohamed, Amna, Tabiri, Stephen, Opoku‐Agyeman, Richard, Ackom, Eric, Cohen, David Monterroso, Glynn, Martha, Occhionorelli, Savino, De Franciscis, Silvia, Ababneh, Ali, Chin, Pui Xin, Chung, Kuet Jun, Ayandipo, Omobolaji, Popoola, Ademola, Amole, Isaac, Shaheen, Alaa, El Jamassi, Alaa, Firwana, Aya, Adawi, Mohammad, Mutabazi, Alphonse Zeta, Aljiffry, Murad, Alghamdi, Mohammed Saleh A., Lieske, Bettina, Koh, Sharon, Nashidengo, Puyearashid, Van Straten, Stephanie, Segura‐Sampedro, Juan Jose, Tan, Charlene, Urbonas, Tomas, Wilson, Michael, Rajmohan, Shivanchan, Tyler, Robert, Caliman, Celeste, Buisson, Philippe, Guglielmo, Vania, Wilson, Ling, Chibuye, Chali

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Are my symptoms serious Dr Google? A resource-based typology of value co-destruction in online self-diagnosis von Robertson, Nichola, Polonsky, Michael, McQuilken, Lisa

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A novel romance: The Technology Acceptance Model with emotional attachment von Read, Wayne, Robertson, Nichola, McQuilken, Lisa

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Frontline health professionals' perceptions of their adaptive competences in service recovery von McQuilken, Lisa, Robertson, Nichola, Abbas, Ghassan, Polonsky, Michael

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Implementation of an enhanced recovery programme following pancreaticoduodenectomy von Robertson, Nichola, Gallacher, Peter James, Peel, Natalie, Garden, O. James, Duxbury, Mark, Lassen, Kristoffer, Parks, Rowan W

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Who Chose this Restaurant Anyway? The Effect of Responsibility for Choice, Guarantees, and Failure Stability on Customer Complaining von McQuilken, Lisa, Robertson, Nichola

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Global variation in anastomosis and end colostomy formation following left‐sided colorectal resection von Ismaïl, Lawani, Zilinskas, Justas, Modolo, Maria Marta, Seisay, Sam, Oosterkamp, Antje, Lima, Caio Vinícius Barroso, Fraga, Gustavo Pereira, Botero, Jaime Andres Montoya, Elfil, Mohamed, Elkhadrawi, Mahmoud, Elmelegy, Rowida, Ammar, Mohamed, El Hameed, Ola Sherief Abd, Abouelnasr, Alaa, AlYoussef, Ibrahim, Saad, Mahmoud, Elazoul, Mohamed, Abozeid, Khaled, Mohammed, Mohammed Mustafa Hassan, Faure, Alice, Bray, Lemuel Davies, Kontos, Michail, Mak, Tony, Al‐Azraqi, Israa Abdullah Aziz, Kerley, Robert, Hanrahan, Michael, Osuoji, Roland, Yaseen, Tahir, Camacho, Rony, Aljohani, Emad, Hassan, Alaa, Wogensen, Fredrik, Björklund, Ida, Marshall, Dominic Charles, Attard, Myranda, Vlachogiorgos, Apostolos, Ayyar, Shruti, Houlden, Christopher, Lim, Pei J, Jackson, Paul, Harrison, Nicola, Koh, Samantha, Zakir, Mohamed, Parker, Jody, Kesinger, Matthew, Antezana, Diego, Giraldo, Ruben Santiago Restrepo, Sakr, Ahmad, Elfarargy, Arwa, Gamal, Dina, Elbisomy, Khaled Hesham, Hassan, Ahmed Tarek Abdelbaset, Mohammed, Mohammed Mustafa, Bahar, Suraya, Ata, Aya Yehia, Ali, Safia, Reda, Amira, Mesbah, Nourhan, Elnagar, Ahmedglal, Elhadad, Alaa, Matter, Sara Mamdouh, Mohamed, Amna, Hascoet, Juliette, Ackom, Eric, Cohen, David Monterroso, Rahmah, Dina Faizatur, Johanna, Nadya, Glynn, Martha, Occhionorelli, Savino, De Franciscis, Silvia, Dulskas, Audrius, Mazrimas, Povilas, Chung, Kuet Jun, Ayandipo, Omobolaji, Banipal, Gurpreet Singh, Qawasmi, Israa, Shaheen, Alaa, Abu‐toyour, Maram, El Jamassi, Alaa, Al‐farram, Hadeel, Firwana, Aya, Adawi, Mohammad, Saqlain, Muhammad, Velásquez, Armando José Román, Mutabazi, Alphonse Zeta, Aljiffry, Murad, Sena‐Ruiz, Fatima, Segura‐Sampedro, Juan Jose, Omer, Omer Abdelbagi, Murutoglu, Busra, Ireland, Philip, Teasdale, Ella, Ang, Yun Lin, Mclean, Kenneth, Johnston, Robin, Tyler, Robert, Guglielmo, Vania, Khan, Zain Ali, Chibuye, Chali, Rommaneh, Muna

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Consumer perceptions of bundles and time-limited promotion deals: Do contracts matter? von McQuilken, Lisa, Robertson, Nichola, Polonsky, Michael, Harrison, Paul

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