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~subject:"Service industry"
~subject:"Social web"
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Service industry
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Complaint management
1,609
Beschwerdemanagement
1,601
Dienstleistungsqualität
784
Service quality
784
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751
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750
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Grégoire, Yany
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2
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2
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2
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2
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2
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2
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1
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International journal of hospitality management
8
Journal of business research : JBR
8
The journal of services marketing
7
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5
Journal of retailing and consumer services
5
Journal of service research : JSR
5
Journal of the Academy of Marketing Science
5
Business horizons
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Dienstleistungsmanagement und Social Media : Potenziale, Strategien und Instrumente
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International journal of contemporary hospitality management
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International journal of production economics
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Journal of interactive marketing : a quarterly publication from the Direct Marketing Educational Foundation
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The service industries journal
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Tourism management : research, policies, practice
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Asia Pacific journal of marketing and logistics
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European journal of marketing
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Harvard business review : HBR
2
International journal of quality and service sciences
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Journal of management information systems : JMIS
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SpringerLink / Bücher
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Accounting perspectives : a journal of The Canadian Academic Accounting Association
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Australasian marketing journal : AMJ ; official journal of the Australia-New Zealand Marketing Academy (ANZMAC)
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Corporate communications : an international journal
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Corporate reputation review : an international journal
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Dienstleistungsqualität : Konzepte - Methoden - Erfahrungen
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Enhancing knowledge development in marketing ; Vol. 21
1
Enlightening tourism : ET ; a pathmaking journal
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Environmental and resource economics
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ECONIS (ZBW)
171
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31
Does service failure criticality affect global travellers' service evaluations? : an empirical analysis of online reviews
Dwesar, Rishi
;
Sahoo, Debajani
- In:
Management decision
60
(
2022
)
2
,
pp. 426-448
Persistent link: https://www.econbiz.de/10013162829
Saved in:
32
Revisiting the service recovery paradox in the restaurant industry
Kim, Jong-Hyeong
;
Du, Wenxuan
;
Youn, Hyewon
- In:
Asia Pacific journal of marketing and logistics
34
(
2022
)
3
,
pp. 437-453
Persistent link: https://www.econbiz.de/10013163343
Saved in:
33
You deserve the bad (or good) service : the role of moral deservingness in observers' reactions to service failure (or excellence)
Palmeira, Mauricio
;
Koo, Minjung
;
Sung, Hyun-Ah
- In:
European journal of marketing
56
(
2022
)
3
,
pp. 653-676
Persistent link: https://www.econbiz.de/10013173443
Saved in:
34
Customer responses to service failures on social media
Varnali, Kaan
;
Cesmeci, Caner
- In:
The journal of services marketing
36
(
2022
)
5
,
pp. 691-709
Persistent link: https://www.econbiz.de/10013407589
Saved in:
35
Power of apologetic responses in online travel community
Guo, Xiaoshu
;
Ye, Qiang
;
Law, Chun Hung Roberts
;
Liang, Sai
- In:
International journal of hospitality management
103
(
2022
),
pp. 1-13
Persistent link: https://www.econbiz.de/10013209274
Saved in:
36
Managing social media recovery : the important role of service recovery transparency in retaining customers
Honora, Andreawan
;
Chih, Wen-Hai
;
Wang, Kai-Yu
- In:
Journal of retailing and consumer services
64
(
2022
),
pp. 1-11
Persistent link: https://www.econbiz.de/10013209548
Saved in:
37
Balancing reactions and actions between service receivers and service providers to resolve service failures
Magaña Carrillo, Irma
;
Svensson, Göran
;
Otero-Neira, …
- In:
International journal of business excellence : IJBEX
26
(
2022
)
1
,
pp. 20-41
Persistent link: https://www.econbiz.de/10013198109
Saved in:
38
"Actions speak louder than words" : an impact of service recovery antecedents on customer delight in quick-service restaurants
Agnihotri, Durgesh
;
Kulshreshtha, Kushagra
;
Tripathi, Vikas
- In:
Asia-Pacific journal of business administration
14
(
2022
)
4
,
pp. 421-444
Persistent link: https://www.econbiz.de/10013536877
Saved in:
39
Understanding complaining, service failure identification and service recovery via social media
Jones, Karen
- In:
The SAGE handbook of social media marketing
,
(pp. 373-387)
.
2022
Persistent link: https://www.econbiz.de/10013368593
Saved in:
40
Emergence of social media as new normal during COVID-19 pandemic : a study on innovative complaint handling procedures in the context of banking industry
Agnihotri, Durgesh
;
Kulshreshtha, Kushagra
;
Tripathi, Vikas
- In:
International journal of innovation science
14
(
2022
)
3/4
,
pp. 405-427
Persistent link: https://www.econbiz.de/10013375150
Saved in:
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