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person:"Ahlert, Martin"
~person:"Baker, Melissa A."
~person:"Baker, Thomas L."
~person:"Van Vaerenbergh, Yves"
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Search: subject_exact:"Reklamation"
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Beschwerdemanagement
23
Complaint management
23
Dienstleistungsqualität
17
Service quality
17
Beziehungsmarketing
14
Customer satisfaction
14
Kundenzufriedenheit
14
Relationship marketing
14
Customer service
11
Kundenservice
11
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8
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service failure
5
service recovery
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Ethiopia
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Service recovery
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other customer
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satisfaction
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Ahlert, Martin
Baker, Melissa A.
Baker, Thomas L.
Van Vaerenbergh, Yves
Mattila, Anna S.
24
Stauss, Bernd
23
Gelbrich, Katja
20
Roschk, Holger
19
Grégoire, Yany
16
Homburg, Christian
13
Fürst, Andreas
12
Seidel, Wolfgang
12
Zaugg, Alexandra Daniela
12
Jang, Soocheong
10
Brock, Christian
9
Gruber, Thorsten
9
Vázquez Casielles, Rodolfo
9
Guchait, Priyanko
8
MacQuilken, Lisa
8
McColl-Kennedy, Janet R.
8
Ro, Heejung
8
Robertson, Nichola
8
Svensson, Göran
8
Tsarenko, Yelena
8
Edvardsson, Bo
7
Tronvoll, Bård
7
Balaji, M. S.
6
Brady, Michael K.
6
Cai, Ruiying
6
Chebat, Jean-Charles
6
Grewal, Dhruv
6
Gäthke, Jana
6
Hogreve, Jens
6
Matos, Celso Augusto de
6
Patterson, Paul G.
6
Schöler, Andreas
6
Svari, Sander
6
Tripp, Thomas M.
6
Walsh, Gianfranco
6
Wan, Lisa C.
6
Weber, Karin
6
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Journal of business research : JBR
3
Journal of service research : JSR
2
Managing service quality : MSQ ; an international journal
2
Academy of Management perspectives : AMP
1
Die Betriebswirtschaft : DBW
1
Handbuch Franchising und Cooperation : das Management kooperativer Unternehmensnetzwerke
1
International journal of electronic commerce : IJEC
1
International journal of hospitality management
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
Journal of retailing and consumer services
1
Journal of the Academy of Marketing Science
1
Kundenmanagement
1
Marketing letters : a journal of research in marketing
1
Psychology & marketing
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Service business
1
The Cornell hospitality quarterly
1
Working paper series / Universiteit Gent, Faculteit Economie en Bedrijfskunde
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ECONIS (ZBW)
23
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1
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10
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23
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date (oldest first)
1
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
How to boost frontline employee service recovery performance : the role of cultural intelligence
Costers, Annelies
;
Van Vaerenbergh, Yves
;
Van den …
- In:
Service business
13
(
2019
)
3
,
pp. 581-602
Persistent link: https://www.econbiz.de/10012124374
Saved in:
6
The effects of apologies for service failures in the global online retail
Sengupta, Sanchayan
;
Ray, Daniel
;
Trendel, Olivier
;
Van …
- In:
International journal of electronic commerce : IJEC
22
(
2018
)
3
,
pp. 419-445
Persistent link: https://www.econbiz.de/10011884544
Saved in:
7
Customer participation in service recovery : a meta-analysis
Van Vaerenbergh, Yves
;
Hazée, Simon
;
Costers, Annelies
- In:
Marketing letters : a journal of research in marketing
29
(
2018
)
4
,
pp. 465-483
Persistent link: https://www.econbiz.de/10011964332
Saved in:
8
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:
9
Co-creating service recovery after service failure : the role of brand equity
Hazée, Simon
;
Van Vaerenbergh, Yves
;
Armirotto, Vincent
- In:
Journal of business research : JBR
74
(
2017
),
pp. 101-109
Persistent link: https://www.econbiz.de/10011675409
Saved in:
10
Service recovery : an integrative framework and research agenda
Van Vaerenbergh, Yves
;
Orsingher, Chiara
- In:
Academy of Management perspectives : AMP
30
(
2016
)
3
,
pp. 328-346
Persistent link: https://www.econbiz.de/10011585542
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