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~isPartOf:"International journal of operations & production management : IJOPM ; the official journal of the European Operations Management Association, EUROMA"
~isPartOf:"Journal of global information management : an official publication of the Information Resources Management Association"
~subject:"Service recovery"
~subject:"Social Web"
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Service recovery
Social Web
Beschwerdemanagement
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Complaint management
5
Customer satisfaction
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Dienstleistungsqualität
5
Kundenzufriedenheit
5
Service quality
5
Customer service
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Kundenservice
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Beziehungsmarketing
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Justice Theory
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Online Complaint Management
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Personal banking
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Qualitative analysis
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Service Recovery
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Contiero, Enrico
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Fan, Ying
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Niu, Run Hong
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Ponsignon, Frederic
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Sengupta, Sanchayan
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International journal of operations & production management : IJOPM ; the official journal of the European Operations Management Association, EUROMA
Journal of global information management : an official publication of the Information Resources Management Association
Journal of business research : JBR
24
Journal of retailing and consumer services
17
International journal of hospitality management
12
The journal of services marketing
10
International journal of contemporary hospitality management
9
Journal of service management
6
Journal of the Academy of Marketing Science
6
Marketing letters : a journal of research in marketing
6
Service business
6
Business horizons
5
Journal of hospitality marketing & management
5
Journal of service theory and practice : JSTP
5
Marketing intelligence & planning
5
Tourism management : research, policies, practice
5
Journal of air transport management
4
Journal of interactive marketing : a quarterly publication from the Direct Marketing Educational Foundation
4
Journal of service theory and practice
4
Dienstleistungsmanagement und Social Media : Potenziale, Strategien und Instrumente
3
International journal of quality and service sciences
3
Journal of consumer marketing
3
Managing service quality : MSQ ; an international journal
3
Asia-Pacific journal of business administration
2
Australasian marketing journal
2
European journal of marketing : EJM
2
Harvard business review : HBR
2
Journal of hospitality and tourism insights
2
Journal of management information systems : JMIS
2
Journal of marketing
2
Journal of service research
2
The service industries journal
2
Tourism management perspectives : TMP
2
Accounting perspectives : a journal of The Canadian Academic Accounting Association
1
African journal of economic and management studies : AJEMS
1
Aktuelle Entwicklungen im Dienstleistungsmarketing
1
Applied Marketing Science / Angewandte Marketingforschung
1
Asia Pacific journal of marketing and logistics
1
Central European business review : CEBR
1
Corporate communications : an international journal
1
Corporate reputation review : an international journal
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ECONIS (ZBW)
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How does culture impact customer evaluation in online complaining? : evidence from Germany and India
Sengupta, Sanchayan
- In:
Journal of global information management : an official …
28
(
2020
)
2
,
pp. 131-159
Persistent link: https://www.econbiz.de/10012304208
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:
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