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person:"Ahlert, Martin"
~person:"MacQuilken, Lisa"
~subject:"Consumer behaviour"
~subject:"Customer service"
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Consumer behaviour
Customer service
Beschwerdemanagement
11
Complaint management
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Customer satisfaction
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Dienstleistungsqualität
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Kundenzufriedenheit
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Service quality
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Job satisfaction
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Ahlert, Martin
MacQuilken, Lisa
Mattila, Anna S.
19
Gelbrich, Katja
10
Roschk, Holger
9
Grégoire, Yany
8
Stauss, Bernd
8
Van Vaerenbergh, Yves
8
McColl-Kennedy, Janet R.
7
Balaji, M. S.
6
Jang, Soocheong
6
Ro, Heejung
6
Robertson, Nichola
6
Svensson, Göran
6
Tsarenko, Yelena
6
Baker, Melissa A.
5
Cai, Ruiying
5
Day, Ralph L.
5
Edvardsson, Bo
5
Gruber, Thorsten
5
Harun, Ahasan
5
Matos, Celso Augusto de
5
Miao, Li
5
Shin, Hyunju
5
Szmigin, Isabelle
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Tronvoll, Bård
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Weber, Karin
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Chen, Jing
4
Ding Hooi Ting
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Halperin, Basil
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Hanks, Lydia
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Harris, Lloyd C.
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Ho, Benjamin
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Hogreve, Jens
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Hunt, H. Keith
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Larivière, Bart
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List, John A.
4
Muir, Ian
4
Patterson, Paul G.
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International journal of hospitality management
2
Australasian marketing journal
1
Journal of consumer behaviour : an international research review
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
1
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ECONIS (ZBW)
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The customer is often wrong : investigating the influence of customer failures and apologies on frontline service employee well-being
Robertson, Nichola
;
Rotman, Jeffrey
;
MacQuilken, Lisa
; …
- In:
Psychology & marketing
40
(
2023
)
4
,
pp. 825-844
Persistent link: https://www.econbiz.de/10014290864
Saved in:
2
Recovering from other-customer-caused failure : the effect on focal customer complaining
MacQuilken, Lisa
;
Robertson, Nichola
;
Polonsky, Michael J.
- In:
Journal of hospitality marketing & management
26
(
2017
)
1
,
pp. 83-104
Persistent link: https://www.econbiz.de/10011669673
Saved in:
3
Who chose this restaurant anyway? : the effect of responsibility for choice, guarantees, and failure stability on customer complaining
MacQuilken, Lisa
;
Robertson, Nichola
- In:
Journal of hospitality & tourism research : JHTR ; the …
37
(
2013
)
4
,
pp. 537-562
Persistent link: https://www.econbiz.de/10010206596
Saved in:
4
Is guarantee compensation enough? : the important role of fix and employee effort in restoring justice
MacQuilken, Lisa
;
McDonald, Heath
;
Vocino, Andrea
- In:
International journal of hospitality management
33
(
2013
),
pp. 41-50
Persistent link: https://www.econbiz.de/10009746522
Saved in:
5
Consumer complaints and recovery through guaranteeing self-service technology
Robertson, Nichola
;
MacQuilken, Lisa
;
Kandampully, Jay
- In:
Journal of consumer behaviour : an international …
11
(
2012
)
1
,
pp. 21-30
Persistent link: https://www.econbiz.de/10009508885
Saved in:
6
The influence of guarantees, active requests to voice and failure severity on customer complaint behavior
MacQuilken, Lisa
;
Robertson, Nichola
- In:
International journal of hospitality management
30
(
2011
)
4
,
pp. 953-962
Persistent link: https://www.econbiz.de/10009242071
Saved in:
7
The influence of failure severity and employee effort on service recovery in a service guarantee context
MacQuilken, Lisa
- In:
Australasian marketing journal
18
(
2010
)
4
,
pp. 214-221
Persistent link: https://www.econbiz.de/10008738306
Saved in:
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