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~person:"Ro, Heejung"
~person:"Robertson, Nichola"
~person:"Tsarenko, Yelena"
~subject:"Beziehungsmarketing"
~subject:"Garantie"
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Search: subject_exact:"Complaint management"
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Beziehungsmarketing
Garantie
Beschwerdemanagement
24
Complaint management
24
Dienstleistungsqualität
18
Service quality
18
Consumer behaviour
15
Konsumentenverhalten
15
Customer satisfaction
10
Kundenzufriedenheit
10
Customer service
8
Kundenservice
8
Relationship marketing
8
Australia
4
Australien
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Gastronomie
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Restaurant industry
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Coping strategy
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Coping-Strategie
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Gastgewerbe
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Hospitality industry
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Intelligence
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Intelligenz
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Selbstbedienung
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Self-service
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Gerechtigkeit
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Homosexuality
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Homosexualität
2
Justice
2
USA
2
United States
2
complaining behavior
2
loyalty
2
neglect
2
noncomplainers
2
well-being
2
Arbeitszufriedenheit
1
Competence
1
Competitive advantage
1
Complainers
1
Corporate Social Responsibility
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9
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Ro, Heejung
Robertson, Nichola
Tsarenko, Yelena
Stauss, Bernd
13
Mattila, Anna S.
12
Grégoire, Yany
9
Van Vaerenbergh, Yves
8
Roschk, Holger
7
Brock, Christian
6
Cai, Ruiying
6
Fürst, Andreas
6
Gelbrich, Katja
6
Homburg, Christian
6
Balaji, M. S.
5
Evanschitzky, Heiner
5
Günter, Bernd
5
Hogreve, Jens
5
Seidel, Wolfgang
5
Vázquez Casielles, Rodolfo
5
Baker, Melissa A.
4
Blut, Markus
4
Ding Hooi Ting
4
Jang, Soocheong
4
Joireman, Jeff
4
Larivière, Bart
4
Santos, Cristiane Pizzutti dos
4
Shin, Hyunju
4
Tripp, Thomas M.
4
Abbasi, Amir Zaib
3
Armstrong, Christine
3
Basso, Kenny
3
Beatty, Sharon E.
3
Brady, Michael K.
3
Béal, Mathieu
3
Chen, Jing
3
Choi, Beom Joon
3
Cusin, Julien
3
Flacandji, Michaël
3
Gerstner, Eitan
3
Gäthke, Jana
3
Harun, Ahasan
3
Huey Chern Boo
3
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International journal of hospitality management
1
Journal of business research : JBR
1
Journal of consumer behaviour : an international research review
1
Journal of hospitality & tourism research : JHTR ; the professional journal of the Council on Hotel, Restaurant, and Institutional Education
1
Journal of hospitality marketing & management
1
Journal of service research
1
Journal of service research : JSR
1
Psychology & marketing
1
Services marketing quarterly
1
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ECONIS (ZBW)
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1
The customer is often wrong : investigating the influence of customer failures and apologies on frontline service employee well-being
Robertson, Nichola
;
Rotman, Jeffrey
;
MacQuilken, Lisa
; …
- In:
Psychology & marketing
40
(
2023
)
4
,
pp. 825-844
Persistent link: https://www.econbiz.de/10014290864
Saved in:
2
Human staff vs. service robot vs. fellow customer : does it matter who helps your customer following a service failure incident?
Ho, Ting Hin
;
Tojib, Dewi
;
Tsarenko, Yelena
- In:
International journal of hospitality management
87
(
2020
),
pp. 1-10
Persistent link: https://www.econbiz.de/10012241791
Saved in:
3
Reclaiming the future : understanding customer forgiveness of service transgressions
Tsarenko, Yelena
;
Strizhakova, Yuliya
;
Otnes, Cele
- In:
Journal of service research
22
(
2019
)
2
,
pp. 139-155
Persistent link: https://www.econbiz.de/10012007424
Saved in:
4
Corporate social responsibility : the effect of green practices in a service recovery
Albus, Heidi
;
Ro, Heejung
- In:
Journal of hospitality & tourism research : JHTR ; the …
41
(
2017
)
1
,
pp. 41-65
Persistent link: https://www.econbiz.de/10011632988
Saved in:
5
The positive effects of customers’ power on their behavioral responses after service failure
Sembada, Agung
;
Tsarenko, Yelena
;
Tojib, Dewi
- In:
Journal of service research : JSR
19
(
2016
)
3
,
pp. 337-351
Persistent link: https://www.econbiz.de/10011665459
Saved in:
6
Silent voices : nonbehavioral reactions to service failures
Ro, Heejung
;
Mattila, Anna S.
- In:
Services marketing quarterly
36
(
2015
)
2
,
pp. 95-111
Persistent link: https://www.econbiz.de/10011290006
Saved in:
7
Customer dissatisfaction responses to restaurant service failures : insights into noncomplainers from a relational perspective
Ro, Heejung
- In:
Journal of hospitality marketing & management
24
(
2015
)
3/4
,
pp. 435-456
Persistent link: https://www.econbiz.de/10011292830
Saved in:
8
The effects of social justice and stigma-consciousness on gay customers' service recovery evaluation
Ro, Heejung
;
Olson, Eric
- In:
Journal of business research : JBR
67
(
2014
)
6
,
pp. 1162-1169
Persistent link: https://www.econbiz.de/10010365163
Saved in:
9
Consumer complaints and recovery through guaranteeing self-service technology
Robertson, Nichola
;
MacQuilken, Lisa
;
Kandampully, Jay
- In:
Journal of consumer behaviour : an international …
11
(
2012
)
1
,
pp. 21-30
Persistent link: https://www.econbiz.de/10009508885
Saved in:
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