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~isPartOf:"International journal of operations & production management : IJOPM ; the official journal of the European Operations Management Association, EUROMA"
~isPartOf:"International marketing review"
~subject:"Beschwerdemanagement"
~subject:"Social Web"
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Beschwerdemanagement
Social Web
Complaint management
5
Dienstleistungsqualität
5
Service quality
5
Customer satisfaction
4
Customer service
4
Kundenservice
4
Kundenzufriedenheit
4
Beziehungsmarketing
3
Relationship marketing
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Consumer behaviour
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Konsumentenverhalten
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Service operations
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Service recovery
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Social media
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Social web
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Betrieblicher Konflikt
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Brand management
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Case study
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Conflict management
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Consumer conflict antecedents
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Contingency theory
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Coronavirus
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Customer retention
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Global pandemic
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International marketing
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International marketing digitalization
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Internationales Marketing
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Internet marketing
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Kontingenztheorie
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Kundenbindung
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Markenführung
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Online-Marketing
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Personal banking
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Privatkundengeschäft
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Qualitative analysis
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Service
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Service design
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Service recovery strategies
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Breitsohl, Jan
1
Contiero, Enrico
1
Dineva, Denitsa
1
Fan, Ying
1
Hosseinpour, Masoumeh
1
Karwan, Kirk R.
1
Nagy, Paul F.
1
Niu, Run Hong
1
Ponsignon, Frederic
1
Ramirez, Ed
1
Roschk, Holger
1
Smart, Philip Andrew
1
Smith, Jeffery S.
1
Sousa, Rui
1
Vinelli, Andrea
1
Voss, Christopher A.
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International journal of operations & production management : IJOPM ; the official journal of the European Operations Management Association, EUROMA
International marketing review
Journal of business research : JBR
70
International journal of hospitality management
55
Journal of retailing and consumer services
43
The journal of services marketing
43
Journal of hospitality marketing & management
31
Journal of service research : JSR
31
The service industries journal
27
International journal of contemporary hospitality management
20
Journal of the Academy of Marketing Science
20
Service business
20
Psychology & marketing
16
European journal of marketing : EJM
15
Journal of retailing
15
Journal of service management
14
Managing service quality : MSQ ; an international journal
14
SpringerLink / Bücher
14
Journal of hospitality & tourism research : JHTR ; the professional journal of the Council on Hotel, Restaurant, and Institutional Education
13
Services marketing quarterly
13
Journal of air transport management
12
Journal of consumer behaviour : an international research review
12
Journal of marketing
12
Marketing letters : a journal of research in marketing
12
International journal of consumer studies
11
Journal of service research
11
Journal of marketing management : MM
10
International journal of quality and service sciences
9
Journal of service theory and practice
9
Journal of service theory and practice : JSTP
9
Asia Pacific journal of marketing and logistics
8
Business horizons
8
Erfolgreiches Beschwerdemanagement : Wege zu Prozessverbesserungen und Kundenzufriedenheit
8
Ilmenauer Schriften zur Betriebswirtschaftslehre
8
International journal of production economics
8
Journal of strategic marketing
8
Journal of travel and tourism marketing
8
Tourism management : research, policies, practice
8
Marketing intelligence & planning
7
Reihe: Wissenschaftliche Arbeitspapiere / W / Institut für Marktorientierte Unternehmensführung, Universität Mannheim
7
Total quality management & business excellence : an official journal of the European Society for Organisational Excellence
7
Cogent business & management
6
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ECONIS (ZBW)
5
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1
Consumer-to-consumer conflicts and brand moderation strategies during COVID-19 service failures : a framework for international marketers
Dineva, Denitsa
;
Breitsohl, Jan
;
Roschk, Holger
; …
- In:
International marketing review
40
(
2023
)
5
,
pp. 1112-1133
Persistent link: https://www.econbiz.de/10014470109
Saved in:
2
Contingencies and characteristics of service recovery system design : insights from retail banking
Contiero, Enrico
;
Ponsignon, Frederic
;
Smart, Philip Andrew
- In:
International journal of operations & production …
36
(
2016
)
11
,
pp. 1644-1667
Persistent link: https://www.econbiz.de/10011628821
Saved in:
3
To tweet or not to tweet? : exploring the effectiveness of service recovery strategies using social media
Fan, Ying
;
Niu, Run Hong
- In:
International journal of operations & production …
36
(
2016
)
9
,
pp. 1014-1036
Persistent link: https://www.econbiz.de/10011566440
Saved in:
4
The contingent nature of service recovery system structures
Smith, Jeffery S.
;
Nagy, Paul F.
;
Karwan, Kirk R.
; …
- In:
International journal of operations & production …
32
(
2012
)
7
,
pp. 877-903
Persistent link: https://www.econbiz.de/10009572734
Saved in:
5
The effects of service failures and recovery on customer loyalty in e-services : an empirical investigation
Sousa, Rui
;
Voss, Christopher A.
- In:
International journal of operations & production …
29
(
2009
)
8
,
pp. 834-864
Persistent link: https://www.econbiz.de/10009523754
Saved in:
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