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~person:"Grégoire, Yany"
~subject:"Konsumentenverhalten"
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Konsumentenverhalten
Beschwerdemanagement
16
Complaint management
16
Customer satisfaction
12
Dienstleistungsqualität
12
Kundenzufriedenheit
12
Service quality
12
Beziehungsmarketing
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service recovery
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Justice theory
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Grégoire, Yany
Mattila, Anna S.
17
Gelbrich, Katja
10
Roschk, Holger
10
McColl-Kennedy, Janet R.
7
Balaji, M. S.
6
Jang, Soocheong
6
Robertson, Nichola
6
Baker, Melissa A.
5
Cai, Ruiying
5
Day, Ralph L.
5
MacQuilken, Lisa
5
Matos, Celso Augusto de
5
Miao, Li
5
Svensson, Göran
5
Tsarenko, Yelena
5
Ding Hooi Ting
4
Harun, Ahasan
4
Hogreve, Jens
4
Hunt, H. Keith
4
Patterson, Paul G.
4
Ro, Heejung
4
Strizhakova, Yuliya
4
Wan, Lisa C.
4
Weber, Karin
4
Wu, Luorong
4
Zaugg, Alexandra Daniela
4
Abbasi, Amir Zaib
3
Alt, Elisabeth
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Bernt, Dana
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Chen, Jing
3
Chi, Christina Geng-Qing
3
Donoghue, Suné
3
Fan, Alei
3
Fürst, Andreas
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Garín-Muñoz, Teresa
3
Gijón, Covadonga
3
Hanks, Lydia
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GfK marketing intelligence review : Marketingforschung für die Praxis
1
Journal of business ethics : JOBE
1
Journal of interactive marketing
1
Journal of service research
1
Journal of the Academy of Marketing Science
1
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ECONIS (ZBW)
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1
Let's laugh about it! : using humor to address complainers’ online incivility
Béal, Mathieu
;
Grégoire, Yany
;
Carrillat, François A.
- In:
Journal of interactive marketing
58
(
2023
)
1
,
pp. 34-51
Persistent link: https://www.econbiz.de/10014228864
Saved in:
2
Service failure and recovery at the crossroads : recommendations to revitalize the field and its influence : editorial
Grégoire, Yany
;
Mattila, Anna S.
- In:
Journal of service research
24
(
2021
)
3
,
pp. 323-328
Persistent link: https://www.econbiz.de/10012592932
Saved in:
3
What do online complainers want? : an examination of the justice motivations and the moral implications of vigilante and reparation schemas
Grégoire, Yany
;
Legoux, Renaud
;
Tripp, Thomas M.
; …
- In:
Journal of business ethics : JOBE
160
(
2019
)
1
,
pp. 167-188
Persistent link: https://www.econbiz.de/10012121284
Saved in:
4
How can firms stop customer revenge? : the effects of direct and indirect revenge on post-complaint responses
Grégoire, Yany
;
Ghadami, Fateme
;
Laporte, Sandra
; …
- In:
Journal of the Academy of Marketing Science
46
(
2018
)
6
,
pp. 1052-1071
Persistent link: https://www.econbiz.de/10011951624
Saved in:
5
When your best customers become your worst enemies : does time really heal all wounds?
Grégoire, Yany
;
Tripp, Thomas M.
;
Legoux, Renaud
- In:
GfK marketing intelligence review : Marketingforschung …
3
(
2011
)
1
,
pp. 26-35
Persistent link: https://www.econbiz.de/10009007733
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