Pescatore, Mafalda; Villarroel Ordenes, Francisco Javier; Farace, Stefania; Orsingher, Chiara, TIME IN LANGUAGE: USING TIME-RELATED INFORMATION TO SHAPE CUSTOMER SATISFACTION IN SERVICE CHATS, in: Bridging at the Frontiers: Marketing for a World in Transition - AMA Winter Conference 2026 Proceedings, 2026, pp. 1087 - 1090 (atti di: AMA Winter Conference 2026, Madrid, 12/02/2026) [Contribution to conference proceedings]
Grégoire, Y.; Gelbrich, K.; Orsingher, C.; Van Vaerenbergh, Y., Breaking The Mold: Redefining Service Failure and Recovery, «JOURNAL OF SERVICE RESEARCH», 2025, 28, pp. 375 - 381 [Scientific article]Open Access
De Keyser, A.; Verleye, K.; Lemon, K. N.; Orsingher, C.; Zion, A.; Johnson, A., Customer experience: The touchpoint- contexts-qualities nomenclature, in: Handbook of Service Experience, London, Edward Elgar Publishing Ltd., 2025, pp. 15 - 27 [Chapter or essay]
De Keyser, Arne; Verleye, Katrien; Lemon, Katherine N.; Orsingher, Chiara; Zion, Aric; Johnson, Amanda, Handbook of Service Experience, in: P. Kristensson, L. Wittel, M. Zaki, Handbook of Service Experience, Cheltenham, Edward Elgar Publishing Ltd., 2025, pp. 15 - 27 [Chapter or essay]
Pescatore, Mafalda; Villarroel Ordenes, Francisco Javier; Farace, Stefania; Orsingher, Chiara, How time-related information affects customer satisfaction in chat-based interactions, in: XXII SIM Conference 2025 Proceedings The Marketing-Innovation Nexus: Past Insights for Future Challenges, 2025, pp. 1289 - 1290 (atti di: SIM Conference 2025 The Marketing-Innovation Nexus: Past Insights for Future Challenges, Napoli, 10/09/2025) [Contribution to conference proceedings]
Magrone, Monica; Montani, Francesco; Orsingher, Chiara; Sommovigo, Valentina, Una nuova prospettiva sulle relazioni tra cliente e dipendente: il gradiente relazionale, in: Proceedings XXII SIM Conference 2025 – The Marketing–Innovation Nexus: Past Insights for Future Challenges. Società Italiana Marketing, 2025, pp. 1159 - 1163 (atti di: XXII SIM Conference 2025 – The Marketing–Innovation Nexus: Past Insights for Future Challenges, Università degli studi di Napoli "Parthenope", 10-12/09/2025) [Contribution to conference proceedings]
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]Open Access
Magrone, Monica; Montani, Francesco; Orsingher, Chiara; Khalil Ben Ayed Christian Vandenberghe, Ahmed; Sommovigo, Valentina, Unveiling Customer Incivility in Socially Distant Service Encounters: A Relational Gradient Perspective, in: Brands and Purpose in a changing era, 2024, pp. 1 - 5 (atti di: Brands and Purpose in a changing era, Milano, 17-19 Settembre 2024) [Contribution to conference proceedings]
McColl-Kennedy, Janet; Orsingher, Chiara; Green, Teegan; Zaki, Mohamed; Varnfield, Marlien; Titman, Jason; Ostrom, Amy; Hansen, David, Le tecnologie digitali, attori dell'ecosistema dei servizi: una tipologia di ruoli, in: Marketing per il benessere, la salute e la cura, 2023, pp. 1 - 5 (atti di: Convegno XX^ SIM Conference, Firenze, 20-21 ottobre) [Contribution to conference proceedings]
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]
Orsingher, Chiara; De Keyser, Arne; Varga, Dorottya; Van Vaerenbergh, Yves, 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]
