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~person:"Mattila, Anna S."
~person:"Patterson, Paul G."
~person:"Robertson, Nichola"
~person:"Wan, Lisa C."
~subject:"China"
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China
Beschwerdemanagement
44
Complaint management
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Consumer behaviour
31
Konsumentenverhalten
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Dienstleistungsqualität
29
Service quality
29
Customer satisfaction
20
Kundenzufriedenheit
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9
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Emotion
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service failure
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service recovery
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Mattila, Anna S.
Patterson, Paul G.
Robertson, Nichola
Wan, Lisa C.
Fang, Zheng
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Hsu, Cathy H. C.
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Jiang, Minghua
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Luo, Xueming
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Weber, Karin
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An, Shenghui
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Feng, Tianjun
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Gu, Bin
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Journal of business research : JBR
1
Journal of international marketing
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ECONIS (ZBW)
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Culture's impact on consumer complaining responses to embarrassing service failure
Wan, Lisa C.
- In:
Journal of business research : JBR
66
(
2013
)
3
,
pp. 298-305
Persistent link: https://www.econbiz.de/10009720308
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2
Consumer responses to service failures : a resource preference model of cultural influences
Chan, Haksin
;
Wan, Lisa C.
- In:
Journal of international marketing
16
(
2008
)
1
,
pp. 72-97
Persistent link: https://www.econbiz.de/10003771400
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