| Does delivery service differentiation matter? Comparing rural to urban e-consumer satisfaction and retention Y Vakulenko, J Arsenovic, D Hellström, P Shams Journal of Business Research 142, 476-484, 2022 | 35 | 2022 |
| Moving toward collaborative service recovery: A multiactor orientation J Arsenovic, B Edvardsson, B Tronvoll Service Science 11 (3), 201-212, 2019 | 21 | 2019 |
| Money for nothing: The impact of compensation on customers’ bad-mouthing in service recovery encounters J Arsenovic, B Edvardsson, T Otterbring, B Tronvoll Marketing letters 34 (1), 69-82, 2023 | 15 | 2023 |
| Shortsighted sales or long-lasting loyalty? The impact of salesperson-customer proximity on consumer responses and the beauty of bodily boundaries T Otterbring, P Samuelsson, J Arsenovic, CT Elbæk, M Folwarczny European Journal of Marketing 57 (7), 1854-1885, 2023 | 12 | 2023 |
| Justice (is not the same) for all: The role of relationship activity for post-recovery outcomes J Arsenovic, A De Keyser, B Edvardsson, B Tronvoll, T Gruber Journal of Business Research 134, 342-351, 2021 | 9 | 2021 |
| Going the Extra Mile, Now or After a While: The Impact of Employee Proactivity in Retail Service Encounters on Customers’ Shopping Responses T Otterbring, J Arsenovic, P Samuelsson, S Malodia, A Dhir British Journal of Management, 2023 | 3 | 2023 |
| Proactivity in Service Failure and Service Recovery J Arsenovic Karlstads universitet, 2021 | 3 | 2021 |
