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person:"Ahlert, Martin"
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Search: subject_exact:"Reklamation"
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Beschwerdemanagement
8
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Ahlert, Martin
Baker, Melissa A.
Mattila, Anna S.
24
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23
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20
Roschk, Holger
19
Grégoire, Yany
16
Homburg, Christian
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Seidel, Wolfgang
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Ro, Heejung
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Die Betriebswirtschaft : DBW
1
Handbuch Franchising und Cooperation : das Management kooperativer Unternehmensnetzwerke
1
International journal of hospitality management
1
Journal of business research : JBR
1
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ECONIS (ZBW)
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1
Customers' reactions to other customer caused service failures : the effects of tie strength on customer loyalty
Kim, Youngsun Sean
;
Baker, Melissa A.
- In:
Journal of hospitality marketing & management
29
(
2020
)
6
,
pp. 682-701
Persistent link: https://www.econbiz.de/10012256164
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2
Paying it forward : the influence of other customer service recovery on future co-creation
Kim, Kawon
;
Baker, Melissa A.
- In:
Journal of business research : JBR
121
(
2020
),
pp. 604-615
Persistent link: https://www.econbiz.de/10012417381
Saved in:
3
The customer isn’t always right : the implications of illegitimate complaints
Kim, Kawon Kathy
;
Baker, Melissa A.
- In:
The Cornell hospitality quarterly
61
(
2020
)
2
,
pp. 113-127
Persistent link: https://www.econbiz.de/10012210711
Saved in:
4
Other customer service failures : emotions, impacts, and attributions
Baker, Melissa A.
;
Kim, Kawon Kathy
- In:
Journal of hospitality & tourism research : JHTR ; the …
42
(
2018
)
7
,
pp. 1067-1085
Persistent link: https://www.econbiz.de/10011922297
Saved in:
5
Opportunistic customer complaining : causes, consequences, and managerial alternatives
Baker, Melissa A.
;
Magnini, Vincent P.
;
Perdue, Richard R.
- In:
International journal of hospitality management
31
(
2012
)
1
,
pp. 295-303
Persistent link: https://www.econbiz.de/10009406128
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6
Kundenbindung von Noncomplainern : neue Aspekte des Beschwerdemanagement
Brock, Christian
;
Blut, Markus
;
Evanschitzky, Heiner
; …
- In:
Kundenmanagement
,
(pp. 57-76)
.
2011
Persistent link: https://www.econbiz.de/10009008212
Saved in:
7
Beschwerdemanagement in Franchisesystemen : Ziele, Herausforderungen und Gestaltungsempfehlungen
Brock, Christian
;
Ahlert, Martin
;
Eggert, Martin
;
Hamm, …
- In:
Handbuch Franchising und Cooperation : das Management …
,
(pp. 693-711)
.
2010
Persistent link: https://www.econbiz.de/10008737683
Saved in:
8
Beschwerdemanagement im B2B-Sektor: Replikation und Erweiterung
Brock, Christian
;
Blut, Markus
;
Evanschitzky, Heiner
; …
- In:
Die Betriebswirtschaft : DBW
70
(
2010
)
1
,
pp. 27-41
Persistent link: https://www.econbiz.de/10003929430
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