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isPartOf:"Journal of marketing"
~isPartOf:"Journal of retailing and consumer services"
~subject:"Service recovery"
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Service recovery
Customer service
85
Kundenservice
85
Dienstleistungsqualität
60
Service quality
60
Customer satisfaction
49
Kundenzufriedenheit
49
Consumer behaviour
45
Konsumentenverhalten
45
Beziehungsmarketing
43
Relationship marketing
43
Einzelhandel
13
Emotion
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Retail trade
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Beschwerdemanagement
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Complaint management
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Dienstleistungssektor
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Service industry
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Satisfaction
11
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Service failure
8
Work behaviour
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Arbeitszufriedenheit
6
Artificial intelligence
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Job satisfaction
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Online retailing
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Online-Handel
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Mobile communications
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Mobilkommunikation
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Virales Marketing
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Altinigne, Nesenur
1
Arikan, Esra
1
Bagherzadeh, Ramin
1
Bougoure, Ursula Sigrid
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Casidy, Riza
1
Cho, Youngju
1
Fazal-e-Hasan, Syed
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Harun, Ahasan
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Kuzgun, Ebru
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Mortimer, Gary
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Okan, Mehmet
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Park, Heejun
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Park, Junsung
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Rawal, Monika
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Rokonuzzaman, Md
1
Russell-Bennett, Rebekah
1
Saavedra Torres, Jose Luis
1
Shin, Hyunju
1
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Yoo, Joon Woo
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Journal of marketing
Journal of retailing and consumer services
Journal of business research : JBR
10
International journal of hospitality management
6
The journal of services marketing
6
International journal of contemporary hospitality management
4
Marketing letters : a journal of research in marketing
4
Journal of service theory and practice
3
Journal of the Academy of Marketing Science
3
Managing service quality : MSQ ; an international journal
3
Asia-Pacific journal of business administration
2
International journal of quality and service sciences
2
Journal of air transport management
2
Journal of hospitality and tourism insights
2
Journal of service management
2
Journal of service theory and practice : JSTP
2
Asia Pacific journal of marketing and logistics
1
Business horizons
1
Industrial marketing management : the international journal for industrial and high-tech firms
1
International journal of operations & production management : IJOPM ; the official journal of the European Operations Management Association, EUROMA
1
International journal of production economics
1
Journal of consumer marketing
1
Journal of interactive marketing : a quarterly publication from the Direct Marketing Educational Foundation
1
Marketing intelligence & planning
1
Public management review
1
Service business
1
Supply chain management : an international journal
1
The international journal of productivity and performance management
1
Tourism management : research, policies, practice
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Tourism review
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ECONIS (ZBW)
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1
Examining the impact of service robot communication styles on customer intimacy following service failure
Park, Junsung
;
Yoo, Joon Woo
;
Cho, Youngju
;
Park, Heejun
- In:
Journal of retailing and consumer services
75
(
2023
),
pp. 1-9
Persistent link: https://www.econbiz.de/10014372639
Saved in:
2
May robots be held responsible for service failure and recovery? : the role of robot service provider agents' human-likeness
Arikan, Esra
;
Altinigne, Nesenur
;
Kuzgun, Ebru
;
Okan, Mehmet
- In:
Journal of retailing and consumer services
70
(
2023
),
pp. 1-11
Persistent link: https://www.econbiz.de/10014240279
Saved in:
3
Pursuit of loyalty in service recovery : the roles of brand equity and cognitive reappraisal as moderators
Harun, Ahasan
;
Rokonuzzaman, Md
- In:
Journal of retailing and consumer services
62
(
2021
),
pp. 1-11
Persistent link: https://www.econbiz.de/10012648862
Saved in:
4
The journey from customer participation in service failure to co-creation in service recovery
Bagherzadeh, Ramin
;
Rawal, Monika
;
Wei, Shuqin
; …
- In:
Journal of retailing and consumer services
54
(
2020
),
pp. 1-10
Persistent link: https://www.econbiz.de/10012238366
Saved in:
5
The impact of service failure on brand credibility
Bougoure, Ursula Sigrid
;
Russell-Bennett, Rebekah
; …
- In:
Journal of retailing and consumer services
31
(
2016
),
pp. 62-71
Persistent link: https://www.econbiz.de/10011528525
Saved in:
6
The effects of harm directions and service recovery strategies on customer forgiveness and negative word-of-mouth intentions
Casidy, Riza
;
Shin, Hyunju
- In:
Journal of retailing and consumer services
27
(
2015
),
pp. 103-112
Persistent link: https://www.econbiz.de/10011388094
Saved in:
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