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person:"Becker, Uwe"
~person:"MacQuilken, Lisa"
~person:"Tronvoll, Bård"
~person:"Zaugg, Alexandra Daniela"
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Search: subject_exact:"Complaint management"
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Beschwerdemanagement
24
Complaint management
24
Dienstleistungsqualität
12
Service quality
12
Consumer behaviour
11
Konsumentenverhalten
11
Customer satisfaction
10
Kundenzufriedenheit
10
Customer service
7
Kundenservice
7
Beziehungsmarketing
6
Relationship marketing
6
Gastronomie
5
Restaurant industry
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Schweiz
5
Switzerland
5
E-commerce
3
Electronic Commerce
3
Internet
3
Telecommunications industry
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3
Customer integration
2
Gerechtigkeit
2
Justice
2
Justice theory
2
Kundenintegration
2
Rationality
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Rationalität
2
Service recovery
2
Service-Dominant Logic
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Service-dominant logic
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Arbeitszufriedenheit
1
Australia
1
Australien
1
Bad-Mouthing Behavior
1
Befragung
1
Betriebliche Wertschöpfung
1
Co-recovery
1
Collaboration
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Comparison
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17
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7
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Becker, Uwe
MacQuilken, Lisa
Tronvoll, Bård
Zaugg, Alexandra Daniela
Mattila, Anna S.
24
Stauss, Bernd
24
Roschk, Holger
20
Gelbrich, Katja
19
Grégoire, Yany
17
Homburg, Christian
13
Seidel, Wolfgang
13
Fürst, Andreas
12
Jang, Soocheong
10
Van Vaerenbergh, Yves
10
Brock, Christian
9
Gruber, Thorsten
9
Vázquez Casielles, Rodolfo
9
Guchait, Priyanko
8
McColl-Kennedy, Janet R.
8
Ro, Heejung
8
Robertson, Nichola
8
Tsarenko, Yelena
8
Edvardsson, Bo
7
Svensson, Göran
7
Tripp, Thomas M.
7
Walsh, Gianfranco
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
Wan, Lisa C.
6
Weber, Karin
6
Baker, Melissa A.
5
Baker, Thomas L.
5
Beatty, Sharon E.
5
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Working papers / Institut für Wirtschaftsinformatik der Universität Bern
5
Erfolgreiches Beschwerdemanagement : Wege zu Prozessverbesserungen und Kundenzufriedenheit
3
International journal of hospitality management
2
Journal of service management
2
Australasian marketing journal
1
European journal of marketing : EJM
1
Journal of business research : JBR
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
Journal of strategic marketing
1
Managing service quality : MSQ ; an international journal
1
Marketing letters : a journal of research in marketing
1
Psychology & marketing
1
The service industries journal
1
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ECONIS (ZBW)
24
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24
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1
Money for nothing : the impact of compensation on customers' bad-mouthing in service recovery encounters
Arsenovic, Jasenko
;
Edvardsson, Bo
;
Otterbring, Tobias
; …
- In:
Marketing letters : a journal of research in marketing
34
(
2023
)
1
,
pp. 69-82
Persistent link: https://www.econbiz.de/10014265992
Saved in:
2
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:
3
Justice (is not the same) for all : the role of relationship activity for post-recovery outcomes
Arsenovic, Jasenko
;
De Keyser, Arne
;
Edvardsson, Bo
; …
- In:
Journal of business research : JBR
134
(
2021
),
pp. 342-351
Persistent link: https://www.econbiz.de/10012643777
Saved in:
4
Frontline health professionals' perceptions of their adaptive competences in service recovery
MacQuilken, Lisa
;
Robertson, Nichola
;
Abbas, Ghassan
; …
- In:
Journal of strategic marketing
28
(
2020
)
1
,
pp. 70-94
Persistent link: https://www.econbiz.de/10012202795
Saved in:
5
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:
6
Recovering service failure through resource integration
Xu, Yingzi
;
Tronvoll, Bård
;
Edvardsson, Bo
- In:
The service industries journal
34
(
2014
)
16
,
pp. 1253-1271
Persistent link: https://www.econbiz.de/10010492121
Saved in:
7
Show you care : initiating co-creation in service recovery
Xu, Yingzi
;
Marshall, Roger
;
Edvardsson, Bo
;
Tronvoll, Bård
- In:
Journal of service management
25
(
2014
)
3
,
pp. 369-387
Persistent link: https://www.econbiz.de/10010384971
Saved in:
8
Beschwerdefördernde Gestaltung von Online-Beschwerdemöglichkeiten
Gubelmann, Patrick
;
Adi, Daniel
;
Borean, Alessandro
; …
-
2007
Persistent link: https://www.econbiz.de/10003791538
Saved in:
9
Kulturelle Unterschiede im Beschwerdeverhalten : ein Vergleich zwischen Deutschschweiz und Romandie
Müller, Yvonne
;
Zaugg, Alexandra Daniela
;
Dubois, Julien
; …
-
2007
Persistent link: https://www.econbiz.de/10003791539
Saved in:
10
Entscheiden sich Beschwerdeführer auf Grund von Kosten-Nutzen-Überlegungen für den Online-Beschwerdekanal? : Beschwerdekanalwahl als rationale Entscheidung
Gubelmann, Patrick
;
Zaugg, Alexandra Daniela
;
Bach, Jonas
; …
-
2007
Persistent link: https://www.econbiz.de/10003791791
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