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~person:"Vázquez Casielles, Rodolfo"
~subject:"Complaint management"
~type_genre:"Article in journal"
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Search: subject_exact:"Kundenzufriedenheit"
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Complaint management
Customer satisfaction
13
Kundenzufriedenheit
13
Dienstleistungsqualität
8
Service quality
8
Beschwerdemanagement
7
Emotion
6
Consumer behaviour
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Vázquez Casielles, Rodolfo
Grégoire, Yany
12
Mattila, Anna S.
12
Jang, Soocheong
8
Van Vaerenbergh, Yves
8
Guchait, Priyanko
7
Gelbrich, Katja
6
Balaji, M. S.
5
Chebat, Jean-Charles
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Harun, Ahasan
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MacQuilken, Lisa
5
Roschk, Holger
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Shin, Hyunju
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Sreejesh, S.
5
Tronvoll, Bård
5
Weber, Karin
5
Cai, Ruiying
4
Casidy, Riza
4
Edvardsson, Bo
4
Gruber, Thorsten
4
Hsu, Cathy H. C.
4
Iglesias Argu͏̈elles, Víctor
4
Larivière, Bart
4
Matos, Celso Augusto de
4
Nikbin, Davoud
4
Prybutok, Gayle
4
Prybutok, Victor R.
4
Robertson, Nichola
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Svensson, Göran
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Tripp, Thomas M.
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Varela Neira, Concepción
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Bacile, Todd J.
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Baker, Melissa A.
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Beatty, Sharon E.
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Brady, Michael K.
3
Béal, Mathieu
3
Cambra-Fierro, Jesús
3
Cusin, Julien
3
Ding Hooi Ting
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Evanschitzky, Heiner
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Journal of financial services marketing : JFSM
1
Journal of marketing management : MM
1
Journal of service management
1
Journal of service theory and practice : JSTP
1
Psychology & marketing
1
Service business
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The service industries journal
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ECONIS (ZBW)
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1
Co-creation and service recovery process communication : effects on satisfaction, repurchase intentions, and word of mouth
Vázquez Casielles, Rodolfo
;
Iglesias Argu͏̈elles, Víctor
- In:
Service business
11
(
2017
)
2
,
pp. 321-343
Persistent link: https://www.econbiz.de/10011732372
Saved in:
2
Why didn't it work out? : the effects of attributions on the efficacy of recovery strategies
Iglesias Argu͏̈elles, Víctor
;
Varela-Neira, Conceptión
- In:
Journal of service theory and practice : JSTP
25
(
2015
)
6
,
pp. 700-724
Persistent link: https://www.econbiz.de/10011392207
Saved in:
3
Service recovery, satisfaction and behaviour intentions : analysis of compensation and social comparison communication strategies
Vázquez Casielles, Rodolfo
;
Iglesias Argu͏̈elles, Víctor
- In:
The service industries journal
32
(
2012
)
1/2
,
pp. 83-103
Persistent link: https://www.econbiz.de/10009427705
Saved in:
4
Analysis of the role of complaint management in the context of relationship marketing
Suárez Álvarez, Leticia
;
Vázquez Casielles, Rodolfo
; …
- In:
Journal of marketing management : MM
27
(
2011
)
1/2
,
pp. 143-164
Persistent link: https://www.econbiz.de/10008841666
Saved in:
5
Lack of preferential treatment : effects on dissatisfaction after a service failure
Varela Neira, Concepción
;
Vázquez Casielles, Rodolfo
; …
- In:
Journal of service management
21
(
2010
)
1
,
pp. 45-68
Persistent link: https://www.econbiz.de/10003964392
Saved in:
6
The effects of customer age and recovery strategies in a service failure setting
Varela Neira, Concepción
;
Vázquez Casielles, Rodolfo
; …
- In:
Journal of financial services marketing : JFSM
15
(
2010/11
)
1
,
pp. 32-48
Persistent link: https://www.econbiz.de/10009562579
Saved in:
7
Perceived justice of service recovery strategies : impact on customer satisfaction and quality relationship
Vázquez Casielles, Rodolfo
;
Álvarez, Leticia Suárez
; …
- In:
Psychology & marketing
27
(
2010
)
5
,
pp. 487-509
Persistent link: https://www.econbiz.de/10003972422
Saved in:
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