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~subject:"complaining behavior"
~person:"Ro, Heejung"
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complaining behavior
Beschwerdemanagement
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Beziehungsmarketing
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Complaint management
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Consumer behaviour
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Dienstleistungsqualität
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Konsumentenverhalten
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Relationship marketing
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Service quality
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loyalty
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neglect
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noncomplainers
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Customer satisfaction
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Ro, Heejung
Berenguer Contrí, Gloria
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Choudhury, Koushiki
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Gil Saura, Irene
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Kumar, Piyush
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Mattila, Anna S.
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Moliner Velázquez, B.
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Paswan, Audhesh
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Journal of hospitality marketing & management
1
Services marketing quarterly
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ECONIS (ZBW)
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1
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
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2
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
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