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~person:"Tronvoll, Bård"
~subject:"China"
~subject:"Complaint management"
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Search: subject_exact:"Customer complaints"
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China
Complaint management
Beschwerdemanagement
7
Dienstleistungsqualität
6
Service quality
6
Customer satisfaction
5
Kundenzufriedenheit
5
Customer service
3
Kundenservice
3
Consumer behaviour
2
Customer integration
2
Justice theory
2
Konsumentenverhalten
2
Kundenintegration
2
Service recovery
2
Service-Dominant Logic
2
Service-dominant logic
2
Bad-Mouthing Behavior
1
Betriebliche Wertschöpfung
1
Beziehungsmarketing
1
Co-recovery
1
Collaboration
1
Compensation
1
Complaint Management
1
Customer co-creation
1
Customer value
1
Emotion
1
Employee initiation
1
Gastronomie
1
Kundenwert
1
Latent class cluster analysis
1
Norway
1
Norwegen
1
PLS predict
1
Relationship activity
1
Relationship marketing
1
Restaurant industry
1
Service Failure
1
Service Recovery
1
Tourism industry
1
Tourismuswirtschaft
1
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English
7
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Tronvoll, Bård
Mattila, Anna S.
24
Stauss, Bernd
20
Gelbrich, Katja
17
Grégoire, Yany
16
Roschk, Holger
15
Homburg, Christian
13
Fürst, Andreas
12
Jang, Soocheong
10
Van Vaerenbergh, Yves
10
Gruber, Thorsten
9
Seidel, Wolfgang
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
Brock, Christian
7
Edvardsson, Bo
7
Svensson, Göran
7
Balaji, M. S.
6
Brady, Michael K.
6
Cai, Ruiying
6
Chebat, Jean-Charles
6
Grewal, Dhruv
6
Gäthke, Jana
6
Hogreve, Jens
6
Matos, Celso Augusto de
6
Patterson, Paul G.
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
Chen, Jing
5
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Journal of service management
2
European journal of marketing : EJM
1
Journal of business research : JBR
1
Managing service quality : MSQ ; an international journal
1
Marketing letters : a journal of research in 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
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:
4
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:
5
A dynamic model of customer complaining behaviour from the perspective of service-dominant logic
Tronvoll, Bård
- In:
European journal of marketing : EJM
46
(
2012
)
1/2
,
pp. 284-305
Persistent link: https://www.econbiz.de/10009514971
Saved in:
6
Negative emotions and their effect on customer complaint behaviour
Tronvoll, Bård
- In:
Journal of service management
22
(
2011
)
1
,
pp. 111-134
Persistent link: https://www.econbiz.de/10009010792
Saved in:
7
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:
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