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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:"Kundenzufriedenheit"
~subject:"Social Web"
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Search: subject_exact:"Beschwerdemanagement"
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Kundenzufriedenheit
Social Web
Beschwerdemanagement
5
Complaint management
5
Dienstleistungsqualität
5
Service quality
5
Customer satisfaction
4
Customer service
4
Kundenservice
4
Beziehungsmarketing
3
Relationship marketing
3
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
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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
47
Journal of retailing and consumer services
34
International journal of hospitality management
33
The journal of services marketing
29
Journal of hospitality marketing & management
22
Service business
18
International journal of contemporary hospitality management
16
Journal of service research : JSR
16
The service industries journal
16
Journal of the Academy of Marketing Science
12
European journal of marketing : EJM
11
Journal of service management
10
Marketing letters : a journal of research in marketing
10
Psychology & marketing
10
Journal of service theory and practice
9
Journal of air transport management
8
Journal of marketing
8
Services marketing quarterly
8
Business horizons
7
International journal of quality and service sciences
7
Journal of hospitality & tourism research : JHTR ; the professional journal of the Council on Hotel, Restaurant, and Institutional Education
7
Journal of retailing
7
Journal of service research
7
Journal of service theory and practice : JSTP
7
Managing service quality : MSQ ; an international journal
7
Asia Pacific journal of marketing and logistics
6
Ilmenauer Schriften zur Betriebswirtschaftslehre
6
Journal of strategic marketing
6
SpringerLink / Bücher
6
Tourism management : research, policies, practice
6
Cogent business & management
5
International journal of services and operations management
5
Journal of consumer behaviour : an international research review
5
Journal of interactive marketing : a quarterly publication from the Direct Marketing Educational Foundation
5
Marketing intelligence & planning
5
Australasian marketing journal
4
International journal of services, economics and management
4
Journal of consumer marketing
4
Journal of travel and tourism marketing
4
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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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