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~person:"Wu, Luorong"
~subject:"Complaint management"
~subject:"Online retailing"
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Complaint management
Online retailing
Customer satisfaction
12
Kundenzufriedenheit
12
Consumer behaviour
11
Konsumentenverhalten
11
Dienstleistungsqualität
8
Service quality
8
Beziehungsmarketing
4
Relationship marketing
4
Beschwerdemanagement
3
Dienstleistungssektor
3
Service industry
3
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2
Emotion
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Hospital
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Internet marketing
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Krankenhaus
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Online-Handel
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Online-Marketing
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Services
2
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Virales Marketing
2
Aesthetic labor
1
Aesthetics
1
Ambient intimacy
1
Blame attributions
1
Brand management
1
Compensation system
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Consumer
1
Cumulative satisfaction
1
Customer approach intentions
1
Customer service
1
Data Mining
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Data mining
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Delight
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Digital platform
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Digitale Plattform
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Wu, Luorong
Mattila, Anna S.
13
Roschk, Holger
13
Grégoire, Yany
12
Gelbrich, Katja
11
Van Vaerenbergh, Yves
9
Jang, Soocheong
8
Prybutok, Victor R.
8
Vázquez Casielles, Rodolfo
8
Grewal, Dhruv
7
Guchait, Priyanko
7
Stauss, Bernd
7
Usman, Osly
7
Balaji, M. S.
6
Parayitam, Satyanarayana
6
Park, Jungkun
6
Rohman, Fatchur
6
Seidel, Wolfgang
6
Xu, Xun
6
Chebat, Jean-Charles
5
Day, Ralph L.
5
Falk, Tomas
5
Hammerschmidt, Maik
5
Harun, Ahasan
5
Larivière, Bart
5
MacQuilken, Lisa
5
Matos, Celso Augusto de
5
Prashar, Sanjeev
5
Román, Sergio
5
Sajad Rezaei
5
Shin, Hyunju
5
Sreejesh, S.
5
Tandon, Urvashi
5
Tripp, Thomas M.
5
Tronvoll, Bård
5
Weber, Karin
5
Ye, Qiang
5
Ba, Sulin
4
Bang, Nguyen
4
Bauer, Hans H.
4
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Journal of service management
2
International journal of contemporary hospitality management
1
Journal of hospitality marketing & management
1
Journal of service research : JSR
1
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ECONIS (ZBW)
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1
Mediating service experiences with online photos : the role of consumers' perceptions of the mediated servicescape
He, Zeya
;
Wu, Luorong
;
Li, Xiang
- In:
Journal of service management
34
(
2023
)
4
,
pp. 657-695
Persistent link: https://www.econbiz.de/10014338199
Saved in:
2
Platform-centric vs. multi-party service failure : an examination of consumers' negative word of mouth about sharing economy platforms
Wu, Luorong
;
Liu, Qing
;
Ma, Shihan
;
Hanks, Lydia
- In:
International journal of contemporary hospitality management
35
(
2023
)
4
,
pp. 1332-1375
Persistent link: https://www.econbiz.de/10014280782
Saved in:
3
When does technology anthropomorphism help alleviate customer dissatisfaction after a service failure? : the moderating role of consumer technology self-efficacy and interdependent...
Fan, Alei
;
Wu, Luorong
;
Miao, Li
;
Mattila, Anna S.
- In:
Journal of hospitality marketing & management
29
(
2020
)
3
,
pp. 269-290
Persistent link: https://www.econbiz.de/10012256133
Saved in:
4
The impact of power on service customers’ willingness to post online reviews
Wu, Luorong
;
Mattila, Anna S.
;
Wang, Chen-Ya
;
Hanks, Lydia
- In:
Journal of service research : JSR
19
(
2016
)
2
,
pp. 224-238
Persistent link: https://www.econbiz.de/10011485452
Saved in:
5
A double whammy effect of ethnicity and gender on consumer responses to management level service failures
Wu, Luorong
;
Han, Rachel
;
Mattila, Anna S.
- In:
Journal of service management
27
(
2016
)
3
,
pp. 339-359
Persistent link: https://www.econbiz.de/10011583559
Saved in:
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