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subject:"Justice"
~isPartOf:"Journal of service theory and practice"
~subject:"Service failure"
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Justice
Service failure
Beschwerdemanagement
10
Complaint management
10
Customer satisfaction
9
Dienstleistungsqualität
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Kundenzufriedenheit
9
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9
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Demand-what-you-want
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Ho, Ting Hin
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Journal of service theory and practice
Journal of retailing and consumer services
25
Journal of business research : JBR
24
International journal of hospitality management
20
The journal of services marketing
9
Service business
8
Journal of the Academy of Marketing Science
6
International journal of quality and service sciences
5
Journal of hospitality marketing & management
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European journal of marketing : EJM
4
Journal of service theory and practice : JSTP
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Marketing letters : a journal of research in marketing
4
Tourism management : research, policies, practice
4
Asia Pacific journal of marketing and logistics
3
Electronic markets : EM ; the international journal of electronic commerce and business media
3
International journal of contemporary hospitality management
3
Journal of business ethics : JOBE
3
Journal of consumer marketing
3
Journal of service management
3
Journal of strategic marketing
3
Managing service quality : MSQ ; an international journal
3
The service industries journal
3
Cogent business & management
2
International journal of physical distribution and logistics management
2
Journal of air transport management
2
Journal of global marketing
2
Psychology & marketing
2
Quality management journal : QMJ
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Services marketing quarterly
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Australasian marketing journal
1
Brand, Label, and Product Intelligence : Second International Conference, COBLI 2021
1
Business horizons
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Colombo business journal : international journal of theory & practice
1
Die Betriebswirtschaft : DBW
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European business review : EBR ; the official journal of the International Management Centres, Europe
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European journal of international management : EJIM
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European journal of marketing
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Gabler Research
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Global business review
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Global journal of business research : GJBR
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ECONIS (ZBW)
5
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1
The demand-what-you-want strategy to service recovery : achieving high customer satisfaction with low service failure compensation using anchoring and precision effects
Korn, Nathalie
;
Björkman, Jesper
;
Ek, Peter
;
Pihlgren, …
- In:
Journal of service theory and practice
33
(
2023
)
7
,
pp. 73-93
Persistent link: https://www.econbiz.de/10014448174
Saved in:
2
The effect of service recovery on socially distant third-party customers : an experimental research on emotions, forgiveness, repatronage intention and WoM
Çelik, Süleyman
;
Tektaş, Öznur Özkan
;
Kavak, Bahtışen
- In:
Journal of service theory and practice
34
(
2024
)
4
,
pp. 519-542
Persistent link: https://www.econbiz.de/10015055431
Saved in:
3
Robot service failure : the double-edged sword effect of emotional labor in service recovery
Shi, Yunxia
;
Zhang, Rumeng
;
Ma, Chunhao
;
Wang, Lijie
- In:
Journal of service theory and practice
33
(
2023
)
1
,
pp. 72-88
Persistent link: https://www.econbiz.de/10014301943
Saved in:
4
Factors influencing consumer forgiveness : a systematic literature review and directions for future research
Kim, Yungchul
;
Ho, Ting Hin
;
Tan, Lay Peng
;
Casidy, Riza
- In:
Journal of service theory and practice
33
(
2023
)
5
,
pp. 601-628
Persistent link: https://www.econbiz.de/10014339764
Saved in:
5
When frontline robots emerge: the double-edged-sword effect of anticipated trust on intention to switch brands after service failure
Cui, Jinsheng
;
Zhang, Mengwei
;
Zhong, Jianan
- In:
Journal of service theory and practice
33
(
2023
)
6
,
pp. 842-872
Persistent link: https://www.econbiz.de/10014448129
Saved in:
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