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~person:"Cai, Ruiying"
~person:"Chebat, Jean-Charles"
~person:"Mattila, Anna S."
~person:"Noussair, Charles"
~subject:"Beschwerdemanagement"
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Beschwerdemanagement
Emotion
16
Consumer behaviour
11
Konsumentenverhalten
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Emotions
10
emotions
8
Customer satisfaction
7
Experiment
7
Kundenzufriedenheit
7
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Service quality
5
Beziehungsmarketing
4
Relationship marketing
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Complaint management
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Sanctions
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Satisfaction
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behavioral economics
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choice experiments
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ecosystem services
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rationality
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Appraisal Theory of Emotions
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Inward and outward negative emotions
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Retail trade
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Service failure and recovery
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Switching costs
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facereading
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Cai, Ruiying
Chebat, Jean-Charles
Mattila, Anna S.
Noussair, Charles
Svensson, Göran
3
Otero-Neira, Carmen
2
Padin, Carmen
2
Allard, Thomas
1
Awasthi, Ashwini K.
1
Badawi, Badawi
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1
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Ho Xuan Huong
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International journal of hospitality management
1
Journal of business research : JBR
1
Journal of hospitality marketing & management
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ECONIS (ZBW)
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1
Discrete emotional responses and face-to-face complaining : the joint effect of service failure type and culture
Luo, Anqi
;
Mattila, Anna S.
- In:
International journal of hospitality management
90
(
2020
),
pp. 1-11
Persistent link: https://www.econbiz.de/10012300168
Saved in:
2
The double-edged sword : the positive and negative effects of swithcing costs on customer exit and revenge
Haj-Salem, Narjes
;
Chebat, Jean-Charles
- In:
Journal of business research : JBR
67
(
2014
)
6
,
pp. 1106-1113
Persistent link: https://www.econbiz.de/10010364518
Saved in:
3
Customers' perceived justice,
emotions
, direct and indirect reactions to service recovery : moderating effects of recovery efforts
Cai, Ruiying
;
Qu, Hailin
- In:
Journal of hospitality marketing & management
27
(
2018
)
3
,
pp. 323-345
Persistent link: https://www.econbiz.de/10011880415
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