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subject:"Konsumentenverhalten"
~person:"Baker, Melissa A."
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Search: subject_exact:"Complaint management"
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Konsumentenverhalten
Beschwerdemanagement
5
Complaint management
5
Consumer behaviour
5
Beziehungsmarketing
4
Relationship marketing
4
Customer satisfaction
3
Customer service
3
Dienstleistungsqualität
3
Kundenservice
3
Kundenzufriedenheit
3
Service quality
3
Emotion
2
Ethiopia
2
other customer
2
service failure
2
service recovery
2
Äthiopien
2
Arbeitsverhalten
1
Customer citizenship behavior
1
Employee extra-role behavior
1
Hotel industry
1
Hotellerie
1
Indebtedness
1
Opportunism
1
Opportunismus
1
Other customer service recovery
1
Tie strength
1
Work behaviour
1
attribution
1
critical incident technique
1
customer loyalty
1
customer-to-customer interaction
1
data and theory
1
emotional expression
1
illegitimate complaints
1
intention to complain
1
lodging
1
revisit intention
1
service experience
1
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Undetermined
4
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Article
5
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Article in journal
5
Aufsatz in Zeitschrift
5
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English
5
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Baker, Melissa A.
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
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
Zaugg, Alexandra Daniela
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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International journal of hospitality management
1
Journal of business research : JBR
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
The Cornell hospitality quarterly
1
Source
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ECONIS (ZBW)
5
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1
Customers' reactions to other customer caused service failures : the effects of tie strength on customer loyalty
Kim, Youngsun Sean
;
Baker, Melissa A.
- In:
Journal of hospitality marketing & management
29
(
2020
)
6
,
pp. 682-701
Persistent link: https://www.econbiz.de/10012256164
Saved in:
2
Paying it forward : the influence of other customer service recovery on future co-creation
Kim, Kawon
;
Baker, Melissa A.
- In:
Journal of business research : JBR
121
(
2020
),
pp. 604-615
Persistent link: https://www.econbiz.de/10012417381
Saved in:
3
The customer isn’t always right : the implications of illegitimate complaints
Kim, Kawon Kathy
;
Baker, Melissa A.
- In:
The Cornell hospitality quarterly
61
(
2020
)
2
,
pp. 113-127
Persistent link: https://www.econbiz.de/10012210711
Saved in:
4
Other customer service failures : emotions, impacts, and attributions
Baker, Melissa A.
;
Kim, Kawon Kathy
- In:
Journal of hospitality & tourism research : JHTR ; the …
42
(
2018
)
7
,
pp. 1067-1085
Persistent link: https://www.econbiz.de/10011922297
Saved in:
5
Opportunistic customer complaining : causes, consequences, and managerial alternatives
Baker, Melissa A.
;
Magnini, Vincent P.
;
Perdue, Richard R.
- In:
International journal of hospitality management
31
(
2012
)
1
,
pp. 295-303
Persistent link: https://www.econbiz.de/10009406128
Saved in:
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