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~subject:"Service quality"
~subject:"Service recovery"
~person:"Fan, Xiucheng"
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Search: subject_exact:"Complaint management"
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Service quality
Service recovery
Beschwerdemanagement
4
Complaint management
4
Dienstleistungsqualität
4
Emotion
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Customer satisfaction
3
Kundenzufriedenheit
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Fan, Xiucheng
Mattila, Anna S.
18
Grégoire, Yany
12
Jang, Soocheong
10
Van Vaerenbergh, Yves
9
McColl-Kennedy, Janet R.
8
Edvardsson, Bo
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Ro, Heejung
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Harun, Ahasan
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Ozuem, Wilson
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Patterson, Paul G.
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Shin, Hyunju
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Sreejesh, S.
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Beatty, Sharon E.
4
Béal, Mathieu
4
Casidy, Riza
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Crisafulli, Benedetta
4
Gerstner, Eitan
4
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4
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4
Ho, Benjamin
4
Hogreve, Jens
4
Hsu, Cathy H. C.
4
Larivière, Bart
4
List, John A.
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Delivering value in turbulent times : AMA Summer Educators' Conference 2011 ; AMA educators' proceedings Volume 22 ; San Francisco, California, USA, 5 - 7 August 2011
1
Journal of retailing and consumer services
1
Journal of service research : JSR
1
The journal of consumer marketing
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ECONIS (ZBW)
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To err is human : tolerate humans instead of machines in service failure
Chen, Nuoya
;
Mohanty, Smaraki
;
Jiao, Jinfeng
;
Fan, Xiucheng
- In:
Journal of retailing and consumer services
59
(
2021
),
pp. 1-11
Persistent link: https://www.econbiz.de/10012433727
Saved in:
2
Group emotional contagion and complaint intentions in group service failure : the role of group size and group familiarity
Du, Jiangang
;
Fan, Xiucheng
;
Feng, Tianjun
- In:
Journal of service research : JSR
17
(
2014
)
3
,
pp. 326-338
Persistent link: https://www.econbiz.de/10010393227
Saved in:
3
The effects of group emotional contagion and deindividuation on complaint intentions in group service failure
Du, Jiangang
;
Fan, Xiucheng
;
Feng, Tianjun
- In:
Delivering value in turbulent times : AMA Summer …
,
(pp. 468-477)
.
2012
Persistent link: https://www.econbiz.de/10010191478
Saved in:
4
An experimental investigation of the role of face in service failure and recovery encounters
Du, Jiangang
;
Fan, Xiucheng
;
Feng, Tianjun
- In:
The journal of consumer marketing
27
(
2010
)
7
,
pp. 584-593
Persistent link: https://www.econbiz.de/10008772834
Saved in:
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