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~person:"Béal, Mathieu"
~person:"Shin, Hyunju"
~person:"Van Vaerenbergh, Yves"
~subject:"Beschwerdemanagement"
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Search: subject_exact:"Technischer Kundendienst"
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Beschwerdemanagement
Customer service
18
Kundenservice
18
Customer satisfaction
17
Kundenzufriedenheit
17
Dienstleistungsqualität
16
Service quality
16
Complaint management
13
Beziehungsmarketing
11
Relationship marketing
11
Service recovery
8
Service failure
6
Consumer behaviour
3
Konsumentenverhalten
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service failure
3
service recovery
3
Brand image
2
Co-creation
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Customer integration
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Ethiopia
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Garantie
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Kundenintegration
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Leistungsmotivation
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Markenimage
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Meta-Analyse
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Meta-analysis
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Mobile communications
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Mobilkommunikation
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Warranty
2
Work motivation
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Äthiopien
2
Arbeitszufriedenheit
1
Artificial intelligence
1
Brand equity
1
Brand management
1
Business performance
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Béal, Mathieu
Shin, Hyunju
Van Vaerenbergh, Yves
Gelbrich, Katja
6
Stauss, Bernd
6
Mattila, Anna S.
5
Halperin, Basil
4
Ho, Benjamin
4
List, John A.
4
MacQuilken, Lisa
4
Muir, Ian
4
Seidel, Wolfgang
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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Journal of business research : JBR
2
Managing service quality : MSQ ; an international journal
2
Marketing letters : a journal of research in marketing
2
European journal of marketing
1
International journal of electronic commerce : IJEC
1
Journal of retailing and consumer services
1
Journal of service research : JSR
1
Journal of service theory and practice : JSTP
1
Service business
1
Services marketing quarterly
1
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ECONIS (ZBW)
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1
Measuring the intention-behavior gap in service failure and recovery : the moderating roles of failure severity and service recovery satisfaction
Mesquita, José Marcos Carvalho de
;
Shin, Hyunju
; …
- In:
European journal of marketing
57
(
2023
)
7
,
pp. 1826-1853
Persistent link: https://www.econbiz.de/10014342175
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
Service recovery, justice perception, and forgiveness : the "other customers" perspectives
Shin, Hyunju
;
Casidy, Riza
;
Mattila, Anna S.
- In:
Services marketing quarterly
39
(
2018
)
1
,
pp. 1-21
Persistent link: https://www.econbiz.de/10011804112
Saved in:
6
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:
7
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:
8
Employing proactive interaction for service failure prevention to improve customer service experiences
Shin, Hyunju
;
Ellinger, Alexander E.
;
Mothersbaugh, David L.
- In:
Journal of service theory and practice : JSTP
27
(
2017
)
1
,
pp. 164-186
Persistent link: https://www.econbiz.de/10011602742
Saved in:
9
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:
10
The effects of harm directions and service recovery strategies on customer forgiveness and negative word-of-mouth intentions
Casidy, Riza
;
Shin, Hyunju
- In:
Journal of retailing and consumer services
27
(
2015
),
pp. 103-112
Persistent link: https://www.econbiz.de/10011388094
Saved in:
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