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~isPartOf:"Industrial marketing management : the international journal for industrial and high-tech firms"
~isPartOf:"Journal of marketing"
~isPartOf:"Total quality management & business excellence : an official journal of the European Society for Organisational Excellence"
~person:"Chang, Tsang-Chuan"
~person:"Gruber, Thorsten"
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Beschwerdemanagement
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Chang, Tsang-Chuan
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Industrial marketing management : the international journal for industrial and high-tech firms
Journal of marketing
Total quality management & business excellence : an official journal of the European Society for Organisational Excellence
Journal of business research : JBR
1
Journal of marketing theory and practice
1
Journal of service management
1
Managing service quality : MSQ ; an international journal
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Qualitative market research : an international journal
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The TQM journal : the international review of organizational improvement
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ECONIS (ZBW)
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Developing control charts in monitoring service quality based on the number of customer complaints
Chen, Kuen-Suan
;
Chang, Tsang-Chuan
;
Wang, Kung-Jeng
; …
- In:
Total quality management & business excellence : an …
26
(
2015
)
5/6
,
pp. 675-689
Persistent link: https://www.econbiz.de/10011305614
Saved in:
2
Does culture impact preferred employee attributes in complaint-handling encounters?
Gruber, Thorsten
;
Abosag, Ibrahim
;
Reppel, Alexander
; …
- In:
Total quality management & business excellence : an …
24
(
2013
)
11
,
pp. 1301-1315
Persistent link: https://www.econbiz.de/10010208056
Saved in:
3
Complaint management expectations : an online laddering analysis of small versus large firms
Henneberg, Stephan C.
;
Gruber, Thorsten
;
Reppel, Alexander
- In:
Industrial marketing management : the international …
38
(
2009
)
6
,
pp. 584-598
Persistent link: https://www.econbiz.de/10003889402
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