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~person:"Tsarenko, Yelena"
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Beschwerdemanagement
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Tsarenko, Yelena
Heckman, James J.
29
Ugoani, John
17
Humphries, John Eric
16
Prentice, Catherine
16
Woessmann, Ludger
14
Gill, David
12
Ashkanasy, Neal M.
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Cobb-Clark, Deborah A.
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Borghans, Lex
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Gerli, Fabrizio
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Kappagoda, U.W.M.R. Sampath
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Luu Trong Tuan
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Prowse, Victoria
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Humphrey, Ronald H.
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Jarboui, Anis
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Laxminarayan, Ramanan
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Gunkel, Marjaana
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Kosse, Fabian
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Laucht, Manfred
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Lin, Dajun
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Ruhm, Christopher J.
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Sankhil Lamkang, Anjana
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European journal of marketing : EJM
1
Journal of marketing management : MM
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Journal of service research : JSR
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ECONIS (ZBW)
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Coping with service failures : the role of emotional intelligence, self-efficacy and intention to complain
Tsarenko, Yelena
;
Strizhakova, Yuliya
- In:
European journal of marketing : EJM
47
(
2013
)
1/2
,
pp. 71-92
Persistent link: https://www.econbiz.de/10009718551
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2
The role of personality characteristics and service failure severity in sonsumer forgiveness and service autcomes
Tsarenko, Yelena
;
Tojib, Dewi
- In:
Journal of marketing management : MM
28
(
2012
)
9/10
,
pp. 1217-1239
Persistent link: https://www.econbiz.de/10009615184
Saved in:
3
Emotional intelligence as a moderator of coping strategies and service outcomes in circumstances of service failure
Gabbott, Mark
;
Tsarenko, Yelena
;
Mok, Wai Hoe
- In:
Journal of service research : JSR
14
(
2011
)
2
,
pp. 234-248
Persistent link: https://www.econbiz.de/10009266738
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