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person:"Becker, Uwe"
~person:"Tronvoll, Bård"
~person:"Zaugg, Alexandra Daniela"
~subject:"Konsumentenverhalten"
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Konsumentenverhalten
Beschwerdemanagement
16
Complaint management
16
Consumer behaviour
6
Dienstleistungsqualität
6
Service quality
6
Beziehungsmarketing
5
Customer satisfaction
5
Kundenzufriedenheit
5
Relationship marketing
5
Schweiz
5
Switzerland
5
Customer service
3
E-commerce
3
Electronic Commerce
3
Internet
3
Kundenservice
3
Telecommunications industry
3
Telekommunikationssektor
3
Customer integration
2
Justice theory
2
Kundenintegration
2
Rationality
2
Rationalität
2
Service recovery
2
Service-Dominant Logic
2
Service-dominant logic
2
Bad-Mouthing Behavior
1
Befragung
1
Betriebliche Wertschöpfung
1
Co-recovery
1
Collaboration
1
Comparison
1
Compensation
1
Complaint Management
1
Cost-benefit analysis
1
Cultural identity
1
Customer co-creation
1
Customer value
1
Emotion
1
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Becker, Uwe
Tronvoll, Bård
Zaugg, Alexandra Daniela
Mattila, Anna S.
17
Roschk, Holger
9
Gelbrich, Katja
8
McColl-Kennedy, Janet R.
7
Balaji, M. S.
6
Jang, Soocheong
6
Robertson, Nichola
6
Baker, Melissa A.
5
Cai, Ruiying
5
Day, Ralph L.
5
Grégoire, Yany
5
MacQuilken, Lisa
5
Matos, Celso Augusto de
5
Miao, Li
5
Svensson, Göran
5
Tsarenko, Yelena
5
Ding Hooi Ting
4
Harun, Ahasan
4
Hogreve, Jens
4
Hunt, H. Keith
4
Patterson, Paul G.
4
Ro, Heejung
4
Strizhakova, Yuliya
4
Wan, Lisa C.
4
Weber, Karin
4
Wu, Luorong
4
Abbasi, Amir Zaib
3
Chen, Jing
3
Chi, Christina Geng-Qing
3
Donoghue, Suné
3
Fan, Alei
3
Fürst, Andreas
3
Garín-Muñoz, Teresa
3
Gijón, Covadonga
3
Hanks, Lydia
3
Harris, Lloyd C.
3
Homburg, Christian
3
Huey Chern Boo
3
Istanbulluoglu, Doga
3
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Working papers / Institut für Wirtschaftsinformatik der Universität Bern
3
European journal of marketing : EJM
1
Journal of service management
1
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ECONIS (ZBW)
6
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1
Beschwerdefördernde Gestaltung von Online-Beschwerdemöglichkeiten
Gubelmann, Patrick
;
Adi, Daniel
;
Borean, Alessandro
; …
-
2007
Persistent link: https://www.econbiz.de/10003791538
Saved in:
2
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:
3
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
Saved in:
4
A dynamic model of customer complaining behaviour from the perspective of service-dominant logic
Tronvoll, Bård
- In:
European journal of marketing : EJM
46
(
2012
)
1/2
,
pp. 284-305
Persistent link: https://www.econbiz.de/10009514971
Saved in:
5
Negative emotions and their effect on customer complaint behaviour
Tronvoll, Bård
- In:
Journal of service management
22
(
2011
)
1
,
pp. 111-134
Persistent link: https://www.econbiz.de/10009010792
Saved in:
6
Why do consumers use the internet for complaining to the company? : determinants explaining the propensity to complain online
Zaugg, Alexandra Daniela
-
2008
Persistent link: https://www.econbiz.de/10003919873
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