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Proactive handling of flight overbooking : how to reduce negative eWOM and the costs of bumping customers
Nazifi, Amin; Gelbrich, Katja; Grégoire, Yany; Koch, … - In: Journal of service research 24 (2021) 2, pp. 206-225
Persistent link: https://www.econbiz.de/10012522525
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A cross-national service strategy to manage product returns : e-tailers' return policies and the legitimating role of the institutional environment
Gäthke, Jana; Gelbrich, Katja; Chen, Shan - In: Journal of service research 25 (2022) 3, pp. 402-421
Persistent link: https://www.econbiz.de/10013395973