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~person:"Edvardsson, Bo"
~subject:"Complaint management"
~subject:"School"
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Complaint management
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Dienstleistungsqualität
24
Service quality
24
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9
Kundenzufriedenheit
9
Beziehungsmarketing
8
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8
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Edvardsson, Bo
Hanushek, Eric Alan
25
Figlio, David N.
19
Mattila, Anna S.
18
Pathak, Parag A.
18
Angrist, Joshua D.
15
Brasington, David M.
14
Hanushek, Eric A.
13
Rivkin, Steven G.
13
Rockoff, Jonah E.
13
Grégoire, Yany
12
Kain, John F.
11
Kane, Thomas J.
11
Walters, Christopher R.
11
Woessmann, Ludger
11
Jang, Soocheong
10
Machin, Stephen
10
Bloom, Nicholas
9
Van Vaerenbergh, Yves
9
Dobbie, Will
8
Haurin, Donald R.
8
Hoxby, Caroline M.
8
Hull, Peter
8
Lemos, Renata
8
McColl-Kennedy, Janet R.
8
McMillan, Robert
8
Ruhose, Jens
8
Sadun, Raffaella
8
Turner, Lesley J.
8
Urquiola Soux, Miguel
8
Van Reenen, John
8
Deming, David J.
7
Fryer, Roland G. <Jr.>
7
Guchait, Priyanko
7
Haisken-DeNew, John P.
7
Hasan, Syed
7
Jha, Nikhil
7
Kortelainen, Mika
7
Macartney, Hugh
7
Petronijevic, Uros
7
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Managing service quality : MSQ ; an international journal
2
Journal of business research : JBR
1
Journal of service management
1
Marketing letters : a journal of research in marketing
1
The journal of services marketing
1
The service industries journal
1
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ECONIS (ZBW)
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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
Justice (is not the same) for all : the role of relationship activity for post-recovery outcomes
Arsenovic, Jasenko
;
De Keyser, Arne
;
Edvardsson, Bo
; …
- In:
Journal of business research : JBR
134
(
2021
),
pp. 342-351
Persistent link: https://www.econbiz.de/10012643777
Saved in:
3
Show you care : initiating co-creation in service recovery
Xu, Yingzi
;
Marshall, Roger
;
Edvardsson, Bo
;
Tronvoll, Bård
- In:
Journal of service management
25
(
2014
)
3
,
pp. 369-387
Persistent link: https://www.econbiz.de/10010384971
Saved in:
4
Recovering service failure through resource integration
Xu, Yingzi
;
Tronvoll, Bård
;
Edvardsson, Bo
- In:
The service industries journal
34
(
2014
)
16
,
pp. 1253-1271
Persistent link: https://www.econbiz.de/10010492121
Saved in:
5
Complex service recovery processes : how to avoid triple deviation
Edvardsson, Bo
;
Tronvoll, Bård
;
Höykinpuro, Ritva
- In:
Managing service quality : MSQ ; an international journal
21
(
2011
)
4
,
pp. 331-349
Persistent link: https://www.econbiz.de/10009266595
Saved in:
6
A SOS construct of negative emotions in customers' service experience (CSE) and service recovery by firms (SRF)
Svari, Sander
;
Slåtten, Terje
;
Svensson, Göran
; …
- In:
The journal of services marketing
25
(
2011
)
5
,
pp. 323-335
Persistent link: https://www.econbiz.de/10009272255
Saved in:
7
A DIP-construct of perceived justice in negative service encounters and complaint handling in the Norwegian tourism industry
Svari, Sander
;
Svensson, Göran
;
Slåtten, Terje
; …
- In:
Managing service quality : MSQ ; an international journal
20
(
2010
)
1
,
pp. 26-45
Persistent link: https://www.econbiz.de/10003940603
Saved in:
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