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~person:"Robertson, Nichola"
~subject:"Kundenservice"
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Kundenservice
Beschwerdemanagement
8
Complaint management
8
Consumer behaviour
6
Konsumentenverhalten
6
Customer satisfaction
4
Dienstleistungsqualität
4
Kundenzufriedenheit
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Service quality
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Australia
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Australien
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Gastronomie
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Arbeitszufriedenheit
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Beziehungsmarketing
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Fine-dining restaurant
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Frontline health professionals
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Garantie
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Gerechtigkeit
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Gesundheitsberufe
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Health personnel
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Innovation adoption
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Innovationsakzeptanz
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Job satisfaction
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Justice
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Scenario analysis
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Service workers
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Szenariotechnik
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Tourismusberufe
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cultural competence
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customer apology
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Robertson, Nichola
Van Vaerenbergh, Yves
7
Gelbrich, Katja
6
Stauss, Bernd
6
Mattila, Anna S.
5
Halperin, Basil
4
Ho, Benjamin
4
List, John A.
4
MacQuilken, Lisa
4
Muir, Ian
4
Seidel, Wolfgang
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Shin, Hyunju
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Tsarenko, Yelena
4
Baker, Melissa A.
3
Casidy, Riza
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Edvardsson, Bo
3
Gruber, Thorsten
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Grégoire, Yany
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Gäthke, Jana
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Larivière, Bart
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Roschk, Holger
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Sharifi, Seyed Shahin
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Tronvoll, Bård
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Xu, Yingzi
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Abosag, Ibrahim
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Anwar, Sohail
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Azab, Carol
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Berbel-Pineda, Juan M.
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Chen, Jing
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Cui, Jinsheng
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International journal of hospitality management
1
Psychology & marketing
1
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ECONIS (ZBW)
2
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The customer is often wrong : investigating the influence of customer failures and apologies on frontline service employee well-being
Robertson, Nichola
;
Rotman, Jeffrey
;
MacQuilken, Lisa
; …
- In:
Psychology & marketing
40
(
2023
)
4
,
pp. 825-844
Persistent link: https://www.econbiz.de/10014290864
Saved in:
2
The influence of guarantees, active requests to voice and failure severity on customer complaint behavior
MacQuilken, Lisa
;
Robertson, Nichola
- In:
International journal of hospitality management
30
(
2011
)
4
,
pp. 953-962
Persistent link: https://www.econbiz.de/10009242071
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