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~isPartOf:"Marketing letters : a journal of research in marketing"
~subject:"Collaboration"
~subject:"Service quality"
~subject:"Service recovery"
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Collaboration
Service quality
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Beschwerdemanagement
12
Complaint management
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10
Dienstleistungsqualität
10
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10
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7
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Marketing letters : a journal of research in marketing
Journal of business research : JBR
45
International journal of hospitality management
44
Journal of retailing and consumer services
38
The journal of services marketing
30
Journal of hospitality marketing & management
24
Journal of service research : JSR
19
Service business
18
International journal of contemporary hospitality management
17
The service industries journal
16
Journal of the Academy of Marketing Science
15
Services marketing quarterly
11
Journal of hospitality & tourism research : JHTR ; the professional journal of the Council on Hotel, Restaurant, and Institutional Education
10
Journal of service research
10
Managing service quality : MSQ ; an international journal
10
Psychology & marketing
10
European journal of marketing : EJM
9
Journal of air transport management
9
International journal of quality and service sciences
8
Journal of service management
8
Journal of service theory and practice
8
Journal of service theory and practice : JSTP
8
Journal of strategic marketing
7
Asia Pacific journal of marketing and logistics
6
Journal of travel and tourism marketing
6
Tourism management : research, policies, practice
6
International journal of business and economics
5
Journal of consumer behaviour : an international research review
5
Journal of consumer marketing
5
Journal of marketing
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Journal of retailing
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Marketing intelligence & planning
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Australasian marketing journal
4
Business horizons
4
Cogent business & management
4
Industrial marketing management : the international journal for industrial and high-tech firms
4
International journal of operations & production management : IJOPM ; the official journal of the European Operations Management Association, EUROMA
4
International journal of services and operations management
4
Journal of global marketing
4
Journal of marketing management : MM
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1
Money for nothing : the impact of compensation on customers' bad-mouthing in service recovery encounters
Arsenovic, Jasenko
;
Edvardsson, Bo
;
Otterbring, Tobias
; …
- In:
Marketing letters : a journal of research in marketing
34
(
2023
)
1
,
pp. 69-82
Persistent link: https://www.econbiz.de/10014265992
Saved in:
2
Customers' emotions in service failure and recovery : a meta-analysis
Valentini, Sara
;
Orsingher, Chiara
;
Polyakova, Alexandra
- In:
Marketing letters : a journal of research in marketing
31
(
2020
)
2/3
,
pp. 199-216
Persistent link: https://www.econbiz.de/10012301451
Saved in:
3
Timing of apology after service failure : the moderating role of future interaction expectation on customer satisfaction
Min, Kyeong Sam
;
Jung, Jae Min
;
Ryu, Kisang
;
Haugtvedt, …
- In:
Marketing letters : a journal of research in marketing
31
(
2020
)
2/3
,
pp. 217-230
Persistent link: https://www.econbiz.de/10012301456
Saved in:
4
The effects of relationship length on customer profitability after a service recovery
Béal, Mathieu
;
Sabadie, William
;
Grégoire, Yany
- In:
Marketing letters : a journal of research in marketing
30
(
2019
)
3/4
,
pp. 293-305
Persistent link: https://www.econbiz.de/10012144812
Saved in:
5
Customer participation in service recovery : a meta-analysis
Van Vaerenbergh, Yves
;
Hazée, Simon
;
Costers, Annelies
- In:
Marketing letters : a journal of research in marketing
29
(
2018
)
4
,
pp. 465-483
Persistent link: https://www.econbiz.de/10011964332
Saved in:
6
Powerlessness following service failure and its implications for service recovery
Wong, Jimmy
;
Newton, Joshua D.
;
Newton, Fiona J.
- In:
Marketing letters : a journal of research in marketing
27
(
2016
)
1
,
pp. 63-75
Persistent link: https://www.econbiz.de/10011444023
Saved in:
7
The relative impact of gratitude and transactional satisfaction on post-complaint consumer response
Simon, Françoise
;
Tossan, Vesselina
;
Connan …
- In:
Marketing letters : a journal of research in marketing
26
(
2015
)
2
,
pp. 153-164
Persistent link: https://www.econbiz.de/10011339364
Saved in:
8
Interrupted anticipation after a service failure : the role of olfactory sensation on expected pleasure, taste enjoyment, consumption, and repatronage intentions
Moore, David J.
- In:
Marketing letters : a journal of research in marketing
24
(
2013
)
4
,
pp. 399-408
Persistent link: https://www.econbiz.de/10010207194
Saved in:
9
The nature of an apology : an experimental study on how to apologize after a service failure
Roschk, Holger
;
Kaiser, Susanne
- In:
Marketing letters : a journal of research in marketing
24
(
2013
)
3
,
pp. 293-309
Persistent link: https://www.econbiz.de/10009786892
Saved in:
10
Affective responses to service failure: anger, regret, and retaliatory versus conciliatory responses
Bonifield, Carolyn
;
Cole, Catherine A.
- In:
Marketing letters : a journal of research in marketing
18
(
2007
)
1/2
,
pp. 85-99
Persistent link: https://www.econbiz.de/10003471289
Saved in:
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