Orsingher, Chiara; McColl‐Kennedy, Janet R.; Zaki, Mohamed; Green, Teegan; Varnfield, Marlien; Li, Jane; Butten, Kaley; Titman, Jason; Hansen, David, Mobile applications (apps) as service provider actors, «INTERNATIONAL JOURNAL OF CONSUMER STUDIES», 2024, 48, Article number: e13016 , pp. 1 - 13 [Scientific article]
orsingher, Service Failure, Recovery and Complaint Handling, in: Elgar Encyclopedia of Services, Cheltenham, Edward Elgar Publishing., 2023, pp. 254 - 257 [Dictionary or encyclopedia entry]
Novin Hashemi, Gabriele Pizzi, Virginia Vannucci, Chiara Orsingher, Recommender System Chatbot: The effect of Communication Style on Advice Adherence, in: NEXT GENERATION MARKETING. People, Planet, Place: cooperation & shared value for a new era of critical marketing, 2022, pp. 1 - 6 (atti di: NEXT GENERATION MARKETING. People, Planet, Place: cooperation & shared value for a new era of critical marketing, Salerno, 20-21 Ottobre 2022) [Contribution to conference proceedings]
Chiara Orsingher, Arne De Keyser, Dorottya Varga, Yves Van Vaerenbergh, Service Failure and Complaints Management: An Overview, in: The Palgrave Handbook of Service Management, Cham, Palgrave Macmillan Cham, 2022, pp. 823 - 846 [Chapter or essay]
McColl-Kennedy J., Orsingher, C, Green T, Ostrom A., Varnfield M, Zaki, Hansen D. Li J., Butten K., Titman J., Digital Technology as a Frontline Actor: Roles, Interactions, and Impact on Service Experience,, in: Trasformazione digitale dei mercati: il Marketing nella creazione di valore per le imprese e la società, 2021, XVIII SIM Conference, pp. 1 - 5 (atti di: Trasformazione digitale dei mercati: il Marketing nella creazione di valore per le imprese e la società, Ancona, 14 - 15 Ottobre 2021) [Contribution to conference proceedings]
Gelbrich, Katja; Hagel, Julia; Orsingher, Chiara, Emotional support from a digital assistant in technology-mediated services: Effects on customer satisfaction and behavioral persistence, «INTERNATIONAL JOURNAL OF RESEARCH IN MARKETING», 2021, 38, pp. 176 - 193 [Scientific article]Open Access
Van Vaerenbergh, Yves; Orsingher, Chiara; Garbas, Janina; Haager, S; Hottat, Eline; Larivière, Bart; Zwienenberg, Thijs, Regenerative Service Interactions: An Empirical Summary of Twenty Years of Service Rapport Research, in: Regenerative Service Marketing, 2021, Annual Frontiers in Service Conference, pp. 1 - 4 (atti di: Annual Frontiers in Service Conference, Temple, 2021-07-06) [Abstract]
orsingher, gelbrich Katja, Hagel Julia, Can Empathic Technology Improve Consumer Life? An Analysis of Digital Assistants in Technology-Mediated Services, in: XVI SIM Conference, 2020, pp. 1 - 5 (atti di: XVI SIM Conference, Varese, 29 -30 Ottobre 2020) [Contribution to conference proceedings]
Valentini S.; Orsingher C.; Polyakova A., Customers’ emotions in service failure and recovery: a meta-analysis, «MARKETING LETTERS», 2020, 31, pp. 199 - 216 [Scientific article]Open Access
Robinson S.; Orsingher C.; Alkire L.; De Keyser A.; Giebelhausen M.; Papamichail K.N.; Shams P.; Temerak M.S., Frontline encounters of the AI kind: An evolved service encounter framework, «JOURNAL OF BUSINESS RESEARCH», 2020, 116, pp. 366 - 376 [Scientific article]Open Access
Wirtz, Jochen; Orsingher, Chiara*; Cho, Hichang, Engaging customers through online and offline referral reward programs, «EUROPEAN JOURNAL OF MARKETING», 2019, 53, pp. 1962 - 1987 [Scientific article]
Van Vaerenbergh, Yves*; Varga, Dorottya; De Keyser, Arne; Orsingher, Chiara, The Service Recovery Journey: Conceptualization, Integration, and Directions for Future Research, «JOURNAL OF SERVICE RESEARCH», 2019, 22, pp. 103 - 119 [Scientific article]Open Access
Bolton, Ruth N.; McColl-Kennedy, Janet R.; Cheung, Lilliemay; Gallan, Andrew; Orsingher, Chiara; Witell, Lars; Zaki, Mohamed, Customer experience challenges: bringing together digital, physical and social realms, «JOURNAL OF SERVICE MANAGEMENT», 2018, 29, pp. 776 - 808 [Scientific article]
Sara Valentini, Chiara Orsingher, Alexandra Polyakova, Customers’ Emotions in Service Failure and Recovery: A Meta-Analysis, in: People Make Marketing, 2018, pp. 131 - 136 (atti di: 47th EMAC Annual Conference, Glasgow, UK, May 29- June 1, 2018) [Contribution to conference proceedings]
Orsingher, Chiara; Wirtz, Jochen, Psychological drivers of referral reward program effectiveness, «THE JOURNAL OF SERVICES MARKETING», 2018, 32, pp. 256 - 268 [Scientific article]
