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person:"Günter, Bernd"
~person:"Flacandji, Michaël"
~person:"Svensson, Göran"
~subject:"Beschwerdemanagement"
~type:"article"
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Beschwerdemanagement
Beziehungsmarketing
47
Relationship marketing
47
Lieferantenmanagement
26
Supplier relationship management
26
Customer satisfaction
25
Kundenzufriedenheit
25
Confidence
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Vertrauen
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commitment
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satisfaction
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trust
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Dienstleistungsqualität
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Service quality
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Theorie
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Theory
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Consumer behaviour
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Konsumentenverhalten
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Satisfaction
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coordination
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relationship marketing
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Norway
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Günter, Bernd
Flacandji, Michaël
Svensson, Göran
Mattila, Anna S.
12
Grégoire, Yany
9
Stauss, Bernd
7
Van Vaerenbergh, Yves
7
Cai, Ruiying
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Balaji, M. S.
5
Evanschitzky, Heiner
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Roschk, Holger
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Vázquez Casielles, Rodolfo
5
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4
Brock, Christian
4
Ding Hooi Ting
4
Gelbrich, Katja
4
Jang, Soocheong
4
Ro, Heejung
4
Santos, Cristiane Pizzutti dos
4
Shin, Hyunju
4
Abbasi, Amir Zaib
3
Armstrong, Christine
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Basso, Kenny
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Beatty, Sharon E.
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Brady, Michael K.
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Béal, Mathieu
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Chen, Jing
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Harun, Ahasan
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Huey Chern Boo
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Ishak Ismail
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Joireman, Jeff
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Kim, Kawon Kathy
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Kundenzufriedenheit : Konzepte - Methoden - Erfahrungen
3
International journal of business excellence : IJBEX
1
International journal of contemporary hospitality management
1
Investitionsgüter- und High-Tech-Marketing (ITM) : erprobte Instrumentarien, Erfolgsbeispiele, Problemlösungen
1
Journal of business research : JBR
1
Journal of personal selling & sales management
1
Psychology & marketing
1
Relationship Marketing : Standortbestimmung und Perspektiven ; mit 13 Tabellen
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ECONIS (ZBW)
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When and why signaling frontline employee inexperience can prove to be an asset : effects on consumer forgiveness for service failure
Flacandji, Michaël
;
Cusin, Julien
;
Lunardo, Renaud
- In:
Psychology & marketing
40
(
2023
)
12
,
pp. 2728-2742
Persistent link: https://www.econbiz.de/10014432547
Saved in:
2
A time(ly) perspective of the service recovery paradox : how organizational learning moderates follow-up recovery effects
Lunardo, Renaud
;
Cusin, Julien
;
Flacandji, Michaël
- In:
Journal of business research : JBR
166
(
2023
),
pp. 1-14
Persistent link: https://www.econbiz.de/10014380317
Saved in:
3
Balancing reactions and actions between service receivers and service providers to resolve service failures
Magaña Carrillo, Irma
;
Svensson, Göran
;
Otero-Neira, …
- In:
International journal of business excellence : IJBEX
26
(
2022
)
1
,
pp. 20-41
Persistent link: https://www.econbiz.de/10013198109
Saved in:
4
How can organizational tolerance toward frontline employees' errors help service recovery?
Cusin, Julien
;
Flacandji, Michaël
- In:
Journal of personal selling & sales management
42
(
2022
)
2
,
pp. 91-106
Persistent link: https://www.econbiz.de/10013361660
Saved in:
5
New aspects of research to assess and manage critical incidents in service encounters : teleological actions, interactive interface and perceptual gaps
Padin, Carmen
;
Svensson, Göran
;
Otero-Neira, Carmen
; …
- In:
International journal of contemporary hospitality management
27
(
2015
)
1
,
pp. 27-51
Persistent link: https://www.econbiz.de/10010516547
Saved in:
6
Beschwerdemanagement als Schlüssel zur Kundenzufriedenheit
Günter, Bernd
- In:
Kundenzufriedenheit : Konzepte - Methoden - Erfahrungen
,
(pp. 325-348)
.
2012
Persistent link: https://www.econbiz.de/10009316693
Saved in:
7
Beschwerdemanagement als Schlüssel zur Kundenzufriedenheit
Günter, Bernd
- In:
Kundenzufriedenheit : Konzepte - Methoden - Erfahrungen
,
(pp. 335-356)
.
2008
Persistent link: https://www.econbiz.de/10003744943
Saved in:
8
Die Beendigung von Geschäftsbeziehungen aus Anbietersicht
Günter, Bernd
;
Helm, Sabrina
- In:
Relationship Marketing : Standortbestimmung und …
,
(pp. 45-70)
.
2002
Persistent link: https://www.econbiz.de/10001703243
Saved in:
9
Beschwerdemanagement als Schlüssel zur Kundenzufriedenheit
Günter, Bernd
- In:
Kundenzufriedenheit : Konzepte - Methoden - Erfahrungen
,
(pp. 259-279)
.
2001
Persistent link: https://www.econbiz.de/10001638502
Saved in:
10
Kundenzufriedenheit steigern durch optimales Beschwerdemanagement
Günter, Bernd
- In:
Investitionsgüter- und High-Tech-Marketing (ITM) : …
,
(pp. 379-393)
.
1993
Persistent link: https://www.econbiz.de/10003390395
Saved in:
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