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~subject:"Beschwerdemanagement"
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Beschwerdemanagement
Beziehungsmarketing
23
Relationship marketing
23
Consumer behaviour
20
Konsumentenverhalten
20
Complaint management
19
Customer satisfaction
18
Kundenzufriedenheit
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Dienstleistungsqualität
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Service quality
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B-to-B-Marketing
8
Business-to-business marketing
8
Lieferantenmanagement
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Social Web
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Social web
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Supplier relationship management
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Service recovery
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service recovery
6
Brand management
5
Customer revenge
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Innovation management
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Innovationsmanagement
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Internet marketing
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Markenführung
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Online-Marketing
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Service failure
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Social media
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Virales Marketing
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Brand image
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Confidence
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Markenimage
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Salespeople
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Verkaufspersonal
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Vertrauen
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Außendienst
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Brand extension
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Corporate Social Responsibility
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English
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Grégoire, Yany
18
Tripp, Thomas M.
5
Béal, Mathieu
4
Gelbrich, Katja
3
Legoux, Renaud
3
Sénécal, Sylvain
3
Carrillat, François A.
2
Gäthke, Jana
2
Khamitov, Mansur
2
Suri, Anshu
2
Devezer, Berna
1
El-Manstrly, Dahlia
1
Ghadami, Fateme
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Joireman, Jeff
1
Joireman, Jeffrey
1
Koch, Sebastian
1
Laporte, Sandra
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Larocque, Denis
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Laufer, Daniel
1
Mattila, Anna S.
1
Mirza, Jeeshan
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Nazifi, Amin
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Nguyen, Chau Minh
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Nguyen, Nguyen
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Radanielina-Hita, Marie-Louise
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Ranaweera, Chatura
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Rasoulian, Shahin
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Rohani, Mina
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Rotman, Jeffrey D.
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Sabadie, William
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Salle, Audrey
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Wirtz, Jochen
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Journal of service research
4
Journal of the Academy of Marketing Science
4
Journal of business research : JBR
2
Business horizons
1
GfK marketing intelligence review : Marketingforschung für die Praxis
1
Journal of business ethics : JOBE
1
Journal of interactive marketing
1
Journal of retailing
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Journal of service management
1
Journal of service research : JSR
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Marketing letters : a journal of research in marketing
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ECONIS (ZBW)
18
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1
Is service recovery of equal importance for private vs public complainers?
Béal, Mathieu
;
Suri, Anshu
;
Nguyen, Nguyen
;
Grégoire, Yany
- In:
Journal of business research : JBR
153
(
2022
),
pp. 392-400
Persistent link: https://www.econbiz.de/10013534061
Saved in:
2
The attenuation effects of time and "sensemaking" surveys on customer revenge
Grégoire, Yany
;
Khamitov, Mansur
;
Carrillat, François A.
- In:
Journal of the Academy of Marketing Science
53
(
2025
)
1
,
pp. 172-196
Persistent link: https://www.econbiz.de/10015192994
Saved in:
3
When your best customers become your worst enemies : does time really heal all wounds?
Grégoire, Yany
;
Tripp, Thomas M.
;
Legoux, Renaud
- In:
GfK marketing intelligence review : Marketingforschung …
3
(
2011
)
1
,
pp. 26-35
Persistent link: https://www.econbiz.de/10009007733
Saved in:
4
A comprehensive model of customer direct and indirect revenge : understanding the effects of perceived greed and customer power
Grégoire, Yany
;
Laufer, Daniel
;
Tripp, Thomas M.
- In:
Journal of the Academy of Marketing Science
38
(
2010
)
6
,
pp. 738-758
Persistent link: https://www.econbiz.de/10008779087
Saved in:
5
How much compensation should a firm offer for a flawed service? : an examination of the nonlinear effects of compensation on satisfaction
Gelbrich, Katja
;
Gäthke, Jana
;
Grégoire, Yany
- In:
Journal of service research : JSR
18
(
2015
)
1
,
pp. 107-123
Persistent link: https://www.econbiz.de/10010483434
Saved in:
6
Managing social media crises with your customers : the good, the bad, and the ugly
Grégoire, Yany
;
Salle, Audrey
;
Tripp, Thomas M.
- In:
Business horizons
58
(
2015
)
2
,
pp. 173-182
Persistent link: https://www.econbiz.de/10010497515
Saved in:
7
How can firms stop customer revenge? : the effects of direct and indirect revenge on post-complaint responses
Grégoire, Yany
;
Ghadami, Fateme
;
Laporte, Sandra
; …
- In:
Journal of the Academy of Marketing Science
46
(
2018
)
6
,
pp. 1052-1071
Persistent link: https://www.econbiz.de/10011951624
Saved in:
8
How a firm's best versus normal customers react to compensation after a service failure
Gelbrich, Katja
;
Gäthke, Jana
;
Grégoire, Yany
- In:
Journal of business research : JBR
69
(
2016
)
10
,
pp. 4331-4339
Persistent link: https://www.econbiz.de/10011554578
Saved in:
9
What do online complainers want? : an examination of the justice motivations and the moral implications of vigilante and reparation schemas
Grégoire, Yany
;
Legoux, Renaud
;
Tripp, Thomas M.
; …
- In:
Journal of business ethics : JOBE
160
(
2019
)
1
,
pp. 167-188
Persistent link: https://www.econbiz.de/10012121284
Saved in:
10
When do customers offer firms a "second chance" following a double deviation? : the impact of inferred firm motives on customer revenge and reconciliation
Joireman, Jeff
;
Grégoire, Yany
;
Devezer, Berna
;
Tripp, …
- In:
Journal of retailing
89
(
2013
)
3
,
pp. 315-337
Persistent link: https://www.econbiz.de/10009781852
Saved in:
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