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~person:"Cai, Ruiying"
~person:"Grunwald, Guido"
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Search: subject_exact:"Beschwerdemanagement"
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Beschwerdemanagement
11
Complaint management
11
Beziehungsmarketing
7
Consumer behaviour
7
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7
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7
Dienstleistungsqualität
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Cai, Ruiying
Grunwald, Guido
Mattila, Anna S.
24
Stauss, Bernd
23
Gelbrich, Katja
18
Roschk, Holger
18
Grégoire, Yany
16
Homburg, Christian
13
Fürst, Andreas
12
Seidel, Wolfgang
12
Jang, Soocheong
10
Van Vaerenbergh, Yves
10
Brock, Christian
9
Gruber, Thorsten
9
Vázquez Casielles, Rodolfo
9
Guchait, Priyanko
8
MacQuilken, Lisa
8
McColl-Kennedy, Janet R.
8
Ro, Heejung
8
Robertson, Nichola
8
Tsarenko, Yelena
8
Edvardsson, Bo
7
Svensson, Göran
7
Tronvoll, Bård
7
Balaji, M. S.
6
Brady, Michael K.
6
Chebat, Jean-Charles
6
Grewal, Dhruv
6
Gäthke, Jana
6
Hogreve, Jens
6
Matos, Celso Augusto de
6
Patterson, Paul G.
6
Schöler, Andreas
6
Tripp, Thomas M.
6
Walsh, Gianfranco
6
Wan, Lisa C.
6
Weber, Karin
6
Zaugg, Alexandra Daniela
6
Baker, Melissa A.
5
Baker, Thomas L.
5
Beatty, Sharon E.
5
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Beiträge des Fachbereichs Wirtschaftswissenschaften der Universität Osnabrück
1
Corporate reputation review : an international journal
1
Das Wirtschaftsstudium : wisu ; Zeitschrift für Ausbildung, Prüfung, Berufseinstieg und Fortbildung
1
International journal of hospitality management
1
International journal of retail & distribution management
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1
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ECONIS (ZBW)
11
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1
Customers' intention to compliment and complain via AI-enabled platforms : a self-disclosure perspective
Cai, Ruiying
;
Wang, Yao-Chin
;
Sun, Jie
- In:
International journal of hospitality management
116
(
2024
),
pp. 1-12
Persistent link: https://www.econbiz.de/10014457799
Saved in:
2
How do customers navigate perceived inappropriateness of collective emotion in group service recovery? : an application of cognitive dissonance theory
Xu, Xing'an
;
Liu, Juan
;
Cai, Ruiying
- In:
Tourism management : research, policies, practice
93
(
2022
),
pp. 1-13
Persistent link: https://www.econbiz.de/10013366129
Saved in:
3
The effects of intragroup guanxi interaction on customers' intentions to complain
Xu, Xing'an
;
Chi, Christina Geng-Qing
;
Cai, Ruiying
;
Pan, Li
- In:
Journal of hospitality & tourism research : JHTR ; the …
46
(
2022
)
7
,
pp. 1411-1435
Persistent link: https://www.econbiz.de/10013387411
Saved in:
4
Building trust through a personal touch : consumer response to service failure and recovery of home-sharing
Lu, Lu
;
Cai, Ruiying
;
King, Ceridwyn
- In:
Journal of business research : JBR
117
(
2020
),
pp. 99-111
Persistent link: https://www.econbiz.de/10012285524
Saved in:
5
The impacts of complaint efforts on customer satisfaction and loyalty
Cai, Ruiying
;
Chi, Christina Geng-Qing
- In:
The service industries journal
38
(
2018
)
15/16
,
pp. 1095-1115
Persistent link: https://www.econbiz.de/10011977443
Saved in:
6
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
Saved in:
7
Die Bewältigung von Produktkrisen
Hempelmann, Bernd
;
Grunwald, Guido
- In:
Das Wirtschaftsstudium : wisu ; Zeitschrift für …
39
(
2010
)
2
,
pp. 209-214
Persistent link: https://www.econbiz.de/10003932596
Saved in:
8
Impacts of reputation for quality on perceptions of company responsibility and product-related dangers in times of product-recall and public complaints crises : results from an emp...
Grunwald, Guido
;
Hempelmann, Bernd
- In:
Corporate reputation review : an international journal
13
(
2010/11
)
4
,
pp. 264-283
Persistent link: https://www.econbiz.de/10008907358
Saved in:
9
How to solve product-harm crises in retailing? : empirical insights from service recovery and negative publicity research
Standop, Dirk
;
Grunwald, Guido
- In:
International journal of retail & distribution management
37
(
2009
)
11
,
pp. 915-932
Persistent link: https://www.econbiz.de/10009521952
Saved in:
10
Die Bewältigung von Produktkrisen : ein Vergleich von Beschwerde-, Reklamations- und Rückrufsituationen
Grunwald, Guido
-
2008
-
1. Aufl.
Persistent link: https://www.econbiz.de/10003792012
Saved in:
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