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~person:"Baker, Melissa A."
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Beziehungsmarketing
4
Customer satisfaction
4
Customer service
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Kundenservice
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Kundenzufriedenheit
4
Relationship marketing
4
Beschwerdemanagement
3
Complaint management
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Consumer behaviour
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Dienstleistungsqualität
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Konsumentenverhalten
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Service quality
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Ethiopia
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other customer
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service failure
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service recovery
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Äthiopien
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Arbeitsverhalten
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Customer citizenship behavior
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Emotion
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Employee extra-role behavior
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Indebtedness
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Other customer service recovery
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Tie strength
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USA
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United States
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Work behaviour
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appearance
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attribution
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courtesy
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critical incident technique
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customer loyalty
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customer-employee rapport
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customer-to-customer interaction
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data and theory
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eye contact
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lodging
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physical attractiveness
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service experience
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Baker, Melissa A.
Gustafsson, Anders
8
Mattila, Anna S.
6
Van Vaerenbergh, Yves
6
Barnes, Donald C.
5
Beatty, Sharon E.
5
Gremler, Dwayne D.
5
Lyu, Yijing
5
Medler-Liraz, Hana
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Prentice, Catherine
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Seger-Guttmann, Tali
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Voorhees, Clay M.
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Collier, Joel E.
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Groth, Markus
4
Rui, Huaxia
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Shin, Hyunju
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Subramony, Mahesh
4
Söderlund, Magnus
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Walsh, Gianfranco
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Wang, Chen-Ya
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Witell, Lars
4
Ye, Yijiao
4
Zablah, Alex R.
4
Abney, Alexandra K.
3
Alkire, Linda
3
Brady, Michael K.
3
Brengman, Malaika
3
Chaker, Nawar N.
3
Chen, Jing
3
Cheng, Bao
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Chi, Nai-Wen
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Cronin, J. J.
3
De Keyser, Arne
3
Delcourt, Cécile
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Fan, Alei
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Ferraro, Carla
3
Folse, Judith Anne Garretson
3
Gauquier, Laurens de
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Gazzoli, Gabriel
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Journal of hospitality & tourism research : JHTR ; the professional journal of the Council on Hotel, Restaurant, and Institutional Education
2
Journal of business research : JBR
1
Journal of hospitality marketing & management
1
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ECONIS (ZBW)
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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
How the employee looks and looks at you : building customer-employee rapport
Kim, Kawon Kathy
;
Baker, Melissa A.
- In:
Journal of hospitality & tourism research : JHTR ; the …
43
(
2019
)
1
,
pp. 20-40
Persistent link: https://www.econbiz.de/10011997127
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:
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