Lorraine Friend

Spirals of distrust vs spirals of trust in retail customer service: consumers as victims or allies

Lorraine Friend, Carolyn Costley, Charis Brown · Journal of Services Marketing · 2010 · 37 citations

Customer Experience, Customer Satisfaction, Consumer Study +17

Identity, Ethnicity and Gender: Using Narratives to Understand their Meaning in Retail Shopping Encounters

Lorraine Friend, Shona Thompson · Consumption Markets & Culture · 2003 · 35 citations

Ethnicity, Consumer Study, Retail Encounters +18

Remember When ... Memory-Work as an Interpretive Methodology for Sport Management

Pirkko Markula, Lorraine Friend · Journal of Sport Management · 2005 · 29 citations

Cognition, Sports Consumption, Social Sciences +18

Capturing their dream: Video diaries and minority consumers

Charis Brown, Carolyn Costley, Lorraine Friend et al. · Consumption Markets & Culture · 2010 · 23 citations

Seeing is believing: telling the ‘inside’ story of a beginning masters athlete through film

Mary Ann Kluge, Bevan C. Grant, Lorraine Friend et al. · Qualitative Research in Sport and Exercise · 2010 · 21 citations

Physical Activity, Video Clips, Adapted Physical Activity +21