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~subject:"Service quality"
~person:"Gelbrich, Katja"
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Gelbrich, Katja
Mattila, Anna S.
18
Grégoire, Yany
12
Jang, Soocheong
10
Van Vaerenbergh, Yves
9
McColl-Kennedy, Janet R.
8
Edvardsson, Bo
7
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Ro, Heejung
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Svensson, Göran
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Tronvoll, Bård
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Chebat, Jean-Charles
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Harun, Ahasan
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Meyer, Tracy
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Ozuem, Wilson
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Patterson, Paul G.
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Shin, Hyunju
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Sparks, Beverley
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Sreejesh, S.
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Beatty, Sharon E.
4
Béal, Mathieu
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Casidy, Riza
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Crisafulli, Benedetta
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Fan, Xiucheng
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Ho, Benjamin
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Hogreve, Jens
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Hsu, Cathy H. C.
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List, John A.
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Matos, Celso Augusto de
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Miao, Li
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Journal of service research : JSR
2
Journal of business research : JBR
1
Journal of the Academy of Marketing Science
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ECONIS (ZBW)
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How a firm's best versus normal customers react to compensation after a service failure
Gelbrich, Katja
;
Gäthke, Jana
;
Grégoire, Yany
- In:
Journal of business research : JBR
69
(
2016
)
10
,
pp. 4331-4339
Persistent link: https://www.econbiz.de/10011554578
Saved in:
2
How much compensation should a firm offer for a flawed service? : an examination of the nonlinear effects of compensation on satisfaction
Gelbrich, Katja
;
Gäthke, Jana
;
Grégoire, Yany
- In:
Journal of service research : JSR
18
(
2015
)
1
,
pp. 107-123
Persistent link: https://www.econbiz.de/10010483434
Saved in:
3
Identifying appropriate compensation types for service failures : a meta-analytic and experimental analysis
Roschk, Holger
;
Gelbrich, Katja
- In:
Journal of service research : JSR
17
(
2014
)
2
,
pp. 195-211
Persistent link: https://www.econbiz.de/10010356813
Saved in:
4
Anger, frustration, and helplessness after service failure : coping strategies and effective informational support
Gelbrich, Katja
- In:
Journal of the Academy of Marketing Science
38
(
2010
)
5
,
pp. 567-585
Persistent link: https://www.econbiz.de/10008746853
Saved in:
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