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~isPartOf:"Journal of service research"
~person:"Chebat, Jean-Charles"
~person:"Mattila, Anna S."
~subject:"Complaint management"
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Complaint management
Beschwerdemanagement
2
Beziehungsmarketing
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Consumer behaviour
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Customer satisfaction
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Dienstleistungsqualität
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Kundenzufriedenheit
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Service quality
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service recovery
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Robot
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anthropomorphism
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customer complaining
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Chebat, Jean-Charles
Mattila, Anna S.
Grégoire, Yany
3
Albrecht, Arne Keno
1
Beatty, Sharon E.
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Bilstein, Nicola
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Bolton, Lisa E.
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Béal, Mathieu
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Choi, Sungwoo
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Fei, Zhuoying
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Journal of service research
International journal of hospitality management
4
Journal of business research : JBR
3
Journal of hospitality marketing & management
2
Services marketing quarterly
2
International journal of contemporary hospitality management
1
International journal of quality and service sciences
1
International journal of retail & distribution management
1
Journal of global marketing
1
Journal of hospitality & tourism research : JHTR ; the professional journal of the Council on Hotel, Restaurant, and Institutional Education
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Journal of international consumer marketing
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Journal of retailing
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Journal of service management
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Review of marketing science
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The journal of services marketing
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ECONIS (ZBW)
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Service failure and recovery at the crossroads : recommendations to revitalize the field and its influence : editorial
Grégoire, Yany
;
Mattila, Anna S.
- In:
Journal of service research
24
(
2021
)
3
,
pp. 323-328
Persistent link: https://www.econbiz.de/10012592932
Saved in:
2
To err is human(-oid) : how do consumers react to robot service failure and recovery?
Choi, Sungwoo
;
Mattila, Anna S.
;
Bolton, Lisa E.
- In:
Journal of service research
24
(
2021
)
3
,
pp. 354-371
Persistent link: https://www.econbiz.de/10012592941
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