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person:"Svari, Sander"
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Search: subject_exact:"Consumer complaints"
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Beschwerdemanagement
11
Complaint management
11
Consumer behaviour
7
Konsumentenverhalten
7
Dienstleistungsqualität
5
Emotion
5
Service quality
5
Norway
3
Norwegen
3
Airline
2
Beziehungsmarketing
2
China
2
Customer satisfaction
2
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2
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Dienstleistungssektor
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Fluggesellschaft
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Gerechtigkeit
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Hong Kong
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Hongkong
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Justice
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Kundenservice
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Kundenzufriedenheit
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Relationship marketing
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Svari, Sander
Wan, Lisa C.
Mattila, Anna S.
24
Stauss, Bernd
20
Gelbrich, Katja
17
Grégoire, Yany
16
Roschk, Holger
16
Homburg, Christian
13
Fürst, Andreas
12
Jang, Soocheong
10
Van Vaerenbergh, Yves
10
Gruber, Thorsten
9
Seidel, Wolfgang
9
Vázquez Casielles, Rodolfo
9
Guchait, Priyanko
8
MacQuilken, Lisa
8
McColl-Kennedy, Janet R.
8
Ro, Heejung
8
Robertson, Nichola
8
Tsarenko, Yelena
8
Brock, Christian
7
Edvardsson, Bo
7
Svensson, Göran
7
Tronvoll, Bård
7
Balaji, M. S.
6
Brady, Michael K.
6
Cai, Ruiying
6
Chebat, Jean-Charles
6
Grewal, Dhruv
6
Gäthke, Jana
6
Hogreve, Jens
6
Matos, Celso Augusto de
6
Patterson, Paul G.
6
Tripp, Thomas M.
6
Walsh, Gianfranco
6
Weber, Karin
6
Zaugg, Alexandra Daniela
6
Amegashie, J. Atsu
5
Baker, Melissa A.
5
Baker, Thomas L.
5
Beatty, Sharon E.
5
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International journal of quality and service sciences
2
Journal of international marketing
2
The journal of services marketing
2
Journal of business research : JBR
1
Journal of consumer research : JCR ; an interdisciplinary bimonthly
1
Journal of international consumer marketing
1
Managing service quality : MSQ ; an international journal
1
Psychology & marketing
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ECONIS (ZBW)
11
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1
The contrasting influences of incidental anger and fear on responses to a service failure
Su, Lei
;
Wan, Lisa C.
;
Wyer, Robert S.
- In:
Psychology & marketing
35
(
2018
)
9
,
pp. 666-675
Persistent link: https://www.econbiz.de/10011970127
Saved in:
2
Perceived justice in South African airline and hospital industries : measurement model
DeMeyer, Christine F.
;
Petzer, Daniel J.
;
Svari, Sander
; …
- In:
International journal of quality and service sciences
5
(
2013
)
2
,
pp. 120-139
Persistent link: https://www.econbiz.de/10009768462
Saved in:
3
Culture's impact on consumer complaining responses to embarrassing service failure
Wan, Lisa C.
- In:
Journal of business research : JBR
66
(
2013
)
3
,
pp. 298-305
Persistent link: https://www.econbiz.de/10009720308
Saved in:
4
Service receivers' negative emotions in airline and hospital service settings
Petzer, Daniel J.
;
De Meyer, Christine F.
;
Svari, Sander
; …
- In:
The journal of services marketing
26
(
2012
)
7
,
pp. 484-496
Persistent link: https://www.econbiz.de/10009672314
Saved in:
5
The role of emotions in customer complaint behaviors
Svari, Sander
;
Olsen, Lars Erling
- In:
International journal of quality and service sciences
4
(
2012
)
3
,
pp. 270-282
Persistent link: https://www.econbiz.de/10009655249
Saved in:
6
Prior relationships and consumer responses to service failures : a cross-cultural study
Hui, Michael K.
;
Ho, Candy K. Y.
;
Wan, Lisa C.
- In:
Journal of international marketing
19
(
2011
)
1
,
pp. 59-81
Persistent link: https://www.econbiz.de/10008935327
Saved in:
7
The role of relationship norms in responses to service failures
Wan, Lisa C.
;
Hui, Michael K.
;
Wyer, Robert S.
- In:
Journal of consumer research : JCR ; an …
38
(
2011/12
)
2
,
pp. 260-277
Persistent link: https://www.econbiz.de/10009272192
Saved in:
8
A SOS construct of negative emotions in customers' service experience (CSE) and service recovery by firms (SRF)
Svari, Sander
;
Slåtten, Terje
;
Svensson, Göran
; …
- In:
The journal of services marketing
25
(
2011
)
5
,
pp. 323-335
Persistent link: https://www.econbiz.de/10009272255
Saved in:
9
A DIP-construct of perceived justice in negative service encounters and complaint handling in the Norwegian tourism industry
Svari, Sander
;
Svensson, Göran
;
Slåtten, Terje
; …
- In:
Managing service quality : MSQ ; an international journal
20
(
2010
)
1
,
pp. 26-45
Persistent link: https://www.econbiz.de/10003940603
Saved in:
10
Dual influences of moderating variables in the dissatisfaction process : theory and evidence
Chan, Haksin
;
Wan, Lisa C.
- In:
Journal of international consumer marketing
21
(
2009
)
2
,
pp. 125-135
Persistent link: https://www.econbiz.de/10003890758
Saved in:
11
Consumer responses to service failures : a resource preference model of cultural influences
Chan, Haksin
;
Wan, Lisa C.
- In:
Journal of international marketing
16
(
2008
)
1
,
pp. 72-97
Persistent link: https://www.econbiz.de/10003771400
Saved in:
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