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~isPartOf:"International journal of hospitality management"
~isPartOf:"Journal of service research : JSR"
~person:"Albrecht, Arne Keno"
~person:"McColl-Kennedy, Janet R."
~subject:"Beschwerdemanagement"
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Beschwerdemanagement
Complaint management
3
Consumer behaviour
3
Dienstleistungsqualität
3
Konsumentenverhalten
3
Service quality
3
Customer satisfaction
2
Emotion
2
Kundenzufriedenheit
2
anger
2
Beziehungsmarketing
1
Bubbles
1
Cross-cultural management
1
Cultural identity
1
Interkulturelles Management
1
Kulturelle Identität
1
Relationship marketing
1
Spekulationsblase
1
attribution
1
cross-cultural
1
culture
1
customer entitlement
1
customer experience
1
customer rage
1
customer-customer interaction
1
emotions
1
group service failure
1
individual service failure
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negative affect
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rage
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self-serving bias
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service failure
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service failure and recovery
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Albrecht, Arne Keno
McColl-Kennedy, Janet R.
Guchait, Priyanko
6
Jang, Soocheong
6
Mattila, Anna S.
5
Tsarenko, Yelena
4
Gelbrich, Katja
3
Brady, Michael K.
2
Huey Chern Boo
2
Kim, Hyunsu
2
Kim, Jong-hyeong
2
Larivière, Bart
2
Lee, Lindsey
2
Luo, Anqi
2
MacQuilken, Lisa
2
Madera, Juan M.
2
Magnini, Vincent P.
2
Meng, Fang
2
Miao, Li
2
Patterson, Paul G.
2
Ro, Heejung
2
Robertson, Nichola
2
Roschk, Holger
2
So, Kevin Kam Fung
2
Sparks, Beverley
2
Sreejesh, S.
2
Taheri, Babak
2
Tojib, Dewi
2
Van Vaerenbergh, Yves
2
Vermeir, Iris
2
Walsh, Gianfranco
2
Wang, Xingyu
2
Wei, Wei
2
Adler, Howard
1
Ali, Faizan
1
Andajigarmaroudi, Saeed
1
Assaf, A. Georges
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Baker, Melissa A.
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International journal of hospitality management
Journal of service research : JSR
Journal of retailing
2
California management review
1
European journal of marketing : EJM
1
Journal of service research
1
Journal of the Academy of Marketing Science
1
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ECONIS (ZBW)
3
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Perceptions of group versus individual service failures and their effects on customer outcomes : the role of attributions and customer entitlement
Albrecht, Arne Keno
;
Walsh, Gianfranco
;
Beatty, Sharon E.
- In:
Journal of service research : JSR
20
(
2017
)
2
,
pp. 188-203
Persistent link: https://www.econbiz.de/10011684846
Saved in:
2
Geysers or bubbling hot springs? : a cross-cultural examination of customer rage from Eastern and Western perspectives
Patterson, Paul G.
;
Brady, Michael K.
;
McColl-Kennedy, …
- In:
Journal of service research : JSR
19
(
2016
)
3
,
pp. 243-259
Persistent link: https://www.econbiz.de/10011665370
Saved in:
3
Unpacking customer rage elicitation : a dynamic model
Surachartkumtonkun, Jiraporn
;
McColl-Kennedy, Janet R.
; …
- In:
Journal of service research : JSR
18
(
2015
)
2
,
pp. 177-192
Persistent link: https://www.econbiz.de/10011283710
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