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isPartOf:"Journal of marketing management : MM"
~isPartOf:"Journal of the Academy of Marketing Science"
~person:"Evanschitzky, Heiner"
~person:"Gao, Lily"
~subject:"Service quality"
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Service quality
Beziehungsmarketing
3
Relationship marketing
3
Consumer behaviour
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Dienstleistungsqualität
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Affective customer experience
1
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service recovery
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Evanschitzky, Heiner
Gao, Lily
Grégoire, Yany
2
Kumar, V.
2
Sesé, F. Javier
2
Voorhees, Clay M.
2
Allen, Alexis M.
1
Amonini, Claudia
1
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1
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1
Bansal, Harvir S.
1
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1
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1
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Du, Jiangang
1
El-Manstrly, Dahlia
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Journal of marketing management : MM
Journal of the Academy of Marketing Science
Journal of retailing
2
Journal of business economics : JBE
1
Journal of business research : JBR
1
Journal of retailing and consumer services
1
Journal of service research
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ECONIS (ZBW)
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Winning your customers' minds and hearts : disentangling the effects of lock-in and affective customer experience on retention
Gao, Lily
;
Haan, Evert de
;
Melero-Polo, Iguácel
; …
- In:
Journal of the Academy of Marketing Science
51
(
2023
)
2
,
pp. 334-371
Persistent link: https://www.econbiz.de/10014251177
Saved in:
2
Aligning employee service recovery performance with brand values : the role of brand-specific leadership
Khanyapuss Punjaisri
;
Evanschitzky, Heiner
;
Rudd, John
- In:
Journal of marketing management : MM
29
(
2013
)
9/10
,
pp. 981-1006
Persistent link: https://www.econbiz.de/10010194421
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