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~person:"Béal, Mathieu"
~person:"MacQuilken, Lisa"
~person:"Van Vaerenbergh, Yves"
~subject:"Beschwerdemanagement"
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Search: subject_exact:"Technischer Kundendienst"
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Beschwerdemanagement
Customer service
15
Kundenservice
15
Customer satisfaction
14
Dienstleistungsqualität
14
Kundenzufriedenheit
14
Service quality
14
Complaint management
13
Beziehungsmarketing
8
Relationship marketing
8
Service recovery
6
Consumer behaviour
4
Konsumentenverhalten
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Service failure
4
Leistungsmotivation
3
Work motivation
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Arbeitszufriedenheit
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Job satisfaction
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service failure
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service recovery
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Australien
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Béal, Mathieu
MacQuilken, Lisa
Van Vaerenbergh, Yves
Gelbrich, Katja
6
Stauss, Bernd
6
Mattila, Anna S.
5
Halperin, Basil
4
Ho, Benjamin
4
List, John A.
4
Muir, Ian
4
Seidel, Wolfgang
4
Shin, Hyunju
4
Tsarenko, Yelena
4
Baker, Melissa A.
3
Casidy, Riza
3
Edvardsson, Bo
3
Gruber, Thorsten
3
Grégoire, Yany
3
Gäthke, Jana
3
Larivière, Bart
3
Roschk, Holger
3
Sharifi, Seyed Shahin
3
Tronvoll, Bård
3
Xu, Yingzi
3
Abosag, Ibrahim
2
Anwar, Sohail
2
Azab, Carol
2
Berbel-Pineda, Juan M.
2
Bernt, Dana
2
Bijmolt, Tammo H. A.
2
Boshoff, Christo
2
Breazeale, Michael
2
Cambra-Fierro, Jesús
2
Campbell, Colin L.
2
Chen, Jing
2
Costers, Annelies
2
Cui, Jinsheng
2
Cusin, Julien
2
Daskin, Mustafa
2
Ding Hooi Ting
2
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International journal of hospitality management
2
Journal of business research : JBR
2
Managing service quality : MSQ ; an international journal
2
Marketing letters : a journal of research in marketing
2
Australasian marketing journal
1
International journal of electronic commerce : IJEC
1
Journal of service research : JSR
1
Psychology & marketing
1
Service business
1
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ECONIS (ZBW)
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1
The customer is often wrong : investigating the influence of customer failures and apologies on frontline service employee well-being
Robertson, Nichola
;
Rotman, Jeffrey
;
MacQuilken, Lisa
; …
- In:
Psychology & marketing
40
(
2023
)
4
,
pp. 825-844
Persistent link: https://www.econbiz.de/10014290864
Saved in:
2
Is service recovery of equal importance for private vs public complainers?
Béal, Mathieu
;
Suri, Anshu
;
Nguyen, Nguyen
;
Grégoire, Yany
- In:
Journal of business research : JBR
153
(
2022
),
pp. 392-400
Persistent link: https://www.econbiz.de/10013534061
Saved in:
3
How to boost frontline employee service recovery performance : the role of cultural intelligence
Costers, Annelies
;
Van Vaerenbergh, Yves
;
Van den …
- In:
Service business
13
(
2019
)
3
,
pp. 581-602
Persistent link: https://www.econbiz.de/10012124374
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
The effects of apologies for service failures in the global online retail
Sengupta, Sanchayan
;
Ray, Daniel
;
Trendel, Olivier
;
Van …
- In:
International journal of electronic commerce : IJEC
22
(
2018
)
3
,
pp. 419-445
Persistent link: https://www.econbiz.de/10011884544
Saved in:
6
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:
7
Co-creating service recovery after service failure : the role of brand equity
Hazée, Simon
;
Van Vaerenbergh, Yves
;
Armirotto, Vincent
- In:
Journal of business research : JBR
74
(
2017
),
pp. 101-109
Persistent link: https://www.econbiz.de/10011675409
Saved in:
8
A meta-analysis of relationships linking service failure attributions to customer outcomes
Van Vaerenbergh, Yves
;
Orsingher, Chiara
;
Vermeir, Iris
; …
- In:
Journal of service research : JSR
17
(
2014
)
4
,
pp. 381-398
Persistent link: https://www.econbiz.de/10010432171
Saved in:
9
Customer intentions to ivoke service guarantees : do excellence in service recovery, type of guarantee and cultural orientation matter?
Van Vaerenbergh, Yves
;
De Keyser, Arne
;
Larivière, Bart
- In:
Managing service quality : MSQ ; an international journal
24
(
2014
)
1
,
pp. 45-62
Persistent link: https://www.econbiz.de/10010252064
Saved in:
10
Service recovery's impact on customers next-in-line
Van Vaerenbergh, Yves
;
Vermeir, Iris
;
Larivière, Bart
- In:
Managing service quality : MSQ ; an international journal
23
(
2013
)
6
,
pp. 495-512
Persistent link: https://www.econbiz.de/10010202243
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