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person:"Ahlert, Martin"
~accessRights:"restricted"
~person:"Baker, Melissa A."
~person:"Baker, Thomas L."
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Beschwerdemanagement
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Beziehungsmarketing
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Consumer behaviour
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Customer satisfaction
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Customer service
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Dienstleistungsqualität
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Konsumentenverhalten
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service recovery
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attribution
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authenticity
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critical incident technique
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customer loyalty
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customer-to-customer interaction
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data and theory
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emotional expression
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frontline employee
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illegitimate complaints
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incidental similarity
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Ahlert, Martin
Baker, Melissa A.
Baker, Thomas L.
Grégoire, Yany
10
Mattila, Anna S.
9
Cai, Ruiying
6
Guchait, Priyanko
6
Chen, Jing
5
Harun, Ahasan
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Jang, Soocheong
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Sreejesh, S.
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Van Vaerenbergh, Yves
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Weber, Karin
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Béal, Mathieu
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Hsu, Cathy H. C.
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Ozuem, Wilson
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Prybutok, Gayle
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Prybutok, Victor R.
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Shin, Hyunju
4
Sénécal, Sylvain
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Wu, Luorong
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Ahmad, Bilal
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Akhtar, Nadeem
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Armstrong, Christine
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Bacile, Todd J.
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Balaji, M. S.
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Casidy, Riza
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Chen, Bintong
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Chi, Christina Geng-Qing
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Crisafulli, Benedetta
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Gäthke, Jana
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Hogreve, Jens
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Khantimirov, Denis
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Kim, Kawon Kathy
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Kobel, Sarah
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Koc, Erdogan
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Lu, Lu
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Madera, Juan M.
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Miao, Li
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Min, Hyounae
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Journal of business research : JBR
1
Journal of hospitality & tourism research : JHTR ; the professional journal of the Council on Hotel, Restaurant, and Institutional Education
1
Journal of hospitality marketing & management
1
Psychology & marketing
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The Cornell hospitality quarterly
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ECONIS (ZBW)
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An examination of frontline employee-customer incidental similarities in service failure and recovery contexts
Lindsey-Hall, Kristina K.
;
Jaramillo, Susana
;
Baker, …
- In:
Psychology & marketing
40
(
2023
)
6
,
pp. 1047-1060
Persistent link: https://www.econbiz.de/10014291713
Saved in:
2
Customers' reactions to other customer caused service failures : the effects of tie strength on customer loyalty
Kim, Youngsun Sean
;
Baker, Melissa A.
- In:
Journal of hospitality marketing & management
29
(
2020
)
6
,
pp. 682-701
Persistent link: https://www.econbiz.de/10012256164
Saved in:
3
Paying it forward : the influence of other customer service recovery on future co-creation
Kim, Kawon
;
Baker, Melissa A.
- In:
Journal of business research : JBR
121
(
2020
),
pp. 604-615
Persistent link: https://www.econbiz.de/10012417381
Saved in:
4
The customer isn’t always right : the implications of illegitimate complaints
Kim, Kawon Kathy
;
Baker, Melissa A.
- In:
The Cornell hospitality quarterly
61
(
2020
)
2
,
pp. 113-127
Persistent link: https://www.econbiz.de/10012210711
Saved in:
5
Other customer service failures : emotions, impacts, and attributions
Baker, Melissa A.
;
Kim, Kawon Kathy
- In:
Journal of hospitality & tourism research : JHTR ; the …
42
(
2018
)
7
,
pp. 1067-1085
Persistent link: https://www.econbiz.de/10011922297
Saved in:
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