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Scenes from a marriage : bancassurance and litigation with clients in the Italian market
Auricchio, Marta; Bracale, Alessandro; Imposimato, Sara; … - 2023
Persistent link: https://www.econbiz.de/10014371941
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Well-known or well-liked? : the effects of brand reputation on customers' responses to service failure
Liu, Mengzhen; Xiong, Wei - In: Journal of travel and tourism marketing 40 (2023) 3, pp. 221-241
Persistent link: https://www.econbiz.de/10014369784
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Service recovery : the moderating role of customer loyalty in the context of Moroccan retail banking
Bendriouch, Fatima Zahra; Dassouli, Sara; Satt, Harit; … - In: International journal of logistics economics and … 10 (2023) 3, pp. 209-236
Persistent link: https://www.econbiz.de/10015067029
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Service quality and customers' complaining behavior : a study of the Indian banking sector
Choudhury, Koushiki - In: Services marketing quarterly 35 (2014) 2, pp. 123-137
Persistent link: https://www.econbiz.de/10010363988
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Developing control charts in monitoring service quality based on the number of customer complaints
Chen, Kuen-Suan; Chang, Tsang-Chuan; Wang, Kung-Jeng; … - In: Total quality management & business excellence : an … 26 (2015) 5/6, pp. 675-689
Persistent link: https://www.econbiz.de/10011305614
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Hotel service recovery and service quality : influences of corporate image and generational differences in the relationship between customer satisfaction and loyalty
Cheng Boon Liat; Shaheen Mansori; Gan, Ching Chuan; … - In: Journal of global marketing 30 (2017) 1, pp. 42-51
Persistent link: https://www.econbiz.de/10011779381
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Complaint behaviour by third parties : exploring service quality, customer satisfaction and word-of-mouth in health clubs
Moreira, António Carrizo; Freitas da Silva, Pedro Miguel - In: International journal of sport management and marketing … 16 (2016) 3/6, pp. 152-171
Persistent link: https://www.econbiz.de/10011641960
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The mediating role of postrecovery satisfaction in the relationship between justice perceptions and customer attitudes
Lee, Joseph Lok-Man; Siu, Noel Yee-Man; Zhang, Tracy … - In: Services marketing quarterly 39 (2018) 1, pp. 22-34
Persistent link: https://www.econbiz.de/10011804122
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It's raining complaints! : how weather factors drive consumer comments and word-of-mouth
Bujisic, Milos; Bogicevic, Vanja; Parsa, H. G.; … - In: Journal of hospitality & tourism research : JHTR ; the … 43 (2019) 5, pp. 656-681
Persistent link: https://www.econbiz.de/10012053330
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Tactical service failure : a case study on public funding as a marketing issue
Harviainen, J. Tuomas; Ekström, Maria; Ojasalo, Jukka - In: Journal of nonprofit & public sector marketing 31 (2019) 1, pp. 1-19
Persistent link: https://www.econbiz.de/10012199993