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~isPartOf:"International journal of hospitality management"
~person:"Madera, Juan M."
~person:"Magnini, Vincent P."
~subject:"Complaint management"
~subject:"Kundenzufriedenheit"
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Complaint management
Kundenzufriedenheit
Beschwerdemanagement
4
Beziehungsmarketing
2
Consumer behaviour
2
Customer satisfaction
2
Dienstleistungsqualität
2
Emotion
2
Emotional labor
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Hotel industry
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Hotellerie
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Konsumentenverhalten
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Relationship marketing
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Service quality
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Corporate culture
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Culture
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Customer compensation
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Customer service
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Experiment
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Führungsstil
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Kundenservice
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Leadership style
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Opportunism
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Opportunismus
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Perspective taking
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Service failures
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Service recovery performance
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Service recovery strategy
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Transformational leadership
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Madera, Juan M.
Magnini, Vincent P.
Guchait, Priyanko
6
Jang, Soocheong
6
Mattila, Anna S.
5
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2
Kim, Hyunsu
2
Kim, Jong-hyeong
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Lee, Lindsey
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Luo, Anqi
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MacQuilken, Lisa
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Meng, Fang
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Miao, Li
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Ro, Heejung
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So, Kevin Kam Fung
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Sreejesh, S.
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Adler, Howard
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Ali, Faizan
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Andajigarmaroudi, Saeed
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Assaf, A. Georges
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International journal of hospitality management
Business horizons
1
The Cornell hospitality quarterly
1
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ECONIS (ZBW)
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1
Negative affect, deep acting, and customer compensation as responses to customer mistreatment : the effect of customer-based perspective-taking
Lee, Lindsey
;
Guchait, Priyanko
;
Madera, Juan M.
- In:
International journal of hospitality management
89
(
2020
),
pp. 1-10
Persistent link: https://www.econbiz.de/10012293722
Saved in:
2
Transformational leadership and service recovery performance : the mediating effect of emotional labor and the influence of culture
Luo, Anqi
;
Guchait, Priyanko
;
Lee, Lindsey
;
Madera, Juan M.
- In:
International journal of hospitality management
77
(
2019
),
pp. 31-39
Persistent link: https://www.econbiz.de/10011988424
Saved in:
3
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:
4
The influences of transaction history and thank you statements in service recovery
Magnini, Vincent P.
;
Karande, Kiran
- In:
International journal of hospitality management
28
(
2009
)
4
,
pp. 540-546
Persistent link: https://www.econbiz.de/10003875740
Saved in:
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