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~person:"Tronvoll, Bård"
~subject:"Online-Handel"
~subject:"Service quality"
~subject:"Service recovery"
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Online-Handel
Service quality
Service recovery
Beschwerdemanagement
7
Complaint management
7
Dienstleistungsqualität
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-Dominant Logic
2
Service-dominant logic
2
Bad-Mouthing Behavior
1
Betriebliche Wertschöpfung
1
Beziehungsmarketing
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Co-recovery
1
Collaboration
1
Compensation
1
Complaint Management
1
Customer co-creation
1
Customer value
1
Emotion
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Employee initiation
1
Gastronomie
1
Kundenwert
1
Latent class cluster analysis
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Norway
1
Norwegen
1
PLS predict
1
Relationship activity
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Relationship marketing
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Restaurant industry
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Service Failure
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Service Recovery
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Tronvoll, Bård
Mattila, Anna S.
19
Grégoire, Yany
12
Jang, Soocheong
10
Van Vaerenbergh, Yves
9
McColl-Kennedy, Janet R.
8
Edvardsson, Bo
7
Gelbrich, Katja
7
Guchait, Priyanko
7
Ro, Heejung
7
Tsarenko, Yelena
7
Balaji, M. S.
6
MacQuilken, Lisa
6
Roschk, Holger
6
Svensson, Göran
6
Weber, Karin
6
Baker, Thomas L.
5
Brady, Michael K.
5
Chebat, Jean-Charles
5
Gäthke, Jana
5
Harun, Ahasan
5
Meyer, Tracy
5
Ozuem, Wilson
5
Patterson, Paul G.
5
Shin, Hyunju
5
Sreejesh, S.
5
Beatty, Sharon E.
4
Béal, Mathieu
4
Casidy, Riza
4
Crisafulli, Benedetta
4
Fan, Xiucheng
4
Gerstner, Eitan
4
Halperin, Basil
4
Hanks, Lydia
4
Ho, Benjamin
4
Hogreve, Jens
4
Hsu, Cathy H. C.
4
Larivière, Bart
4
List, John A.
4
Matos, Celso Augusto de
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Journal of service management
2
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
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:
6
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
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