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~subject:"Beschwerdemanagement"
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The Palgrave Handbook of Servi...
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Beschwerdemanagement
Services
34
Dienstleistung
32
Kundenintegration
31
Customer integration
30
Service-dominant logic
29
Innovation
28
Service-Dominant Logic
26
Beziehungsmarketing
25
Relationship marketing
25
Value creation
25
Betriebliche Wertschöpfung
24
Dienstleistungssektor
24
Service industry
24
Dienstleistungsqualität
23
Service quality
23
Service innovation
22
Sweden
21
Schweden
20
Customer satisfaction
17
Innovationsmanagement
17
Consumer behaviour
16
Dienstleistungsinnovation
16
Organisatorischer Wandel
16
Organizational change
16
Innovation management
15
Kundenzufriedenheit
14
Dienstleistungsmarketing
12
Digitalisierung
11
Digitization
11
Konsumentenverhalten
11
Services marketing
11
Lieferantenmanagement
10
Supplier relationship management
10
Complaint management
9
Nachhaltige Entwicklung
9
Sustainable development
9
Dienstleistungsmanagement
8
Service management
8
Theorie
8
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English
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Edvardsson, Bo
7
Tronvoll, Bård
7
Arsenovic, Jasenko
2
Slåtten, Terje
2
Svari, Sander
2
Svensson, Göran
2
Xu, Yingzi
2
De Keyser, Arne
1
Gruber, Thorsten
1
Höykinpuro, Ritva
1
Marshall, Roger
1
Otterbring, Tobias
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Journal of service management
2
Managing service quality : MSQ ; an international journal
2
European journal of marketing : EJM
1
Journal of business research : JBR
1
Marketing letters : a journal of research in marketing
1
The journal of services marketing
1
The service industries journal
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ECONIS (ZBW)
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1
Money for nothing : the impact of compensation on customers' bad-mouthing in service recovery encounters
Arsenovic, Jasenko
;
Edvardsson, Bo
;
Otterbring, Tobias
; …
- In:
Marketing letters : a journal of research in marketing
34
(
2023
)
1
,
pp. 69-82
Persistent link: https://www.econbiz.de/10014265992
Saved in:
2
Complex service recovery processes : how to avoid triple deviation
Edvardsson, Bo
;
Tronvoll, Bård
;
Höykinpuro, Ritva
- In:
Managing service quality : MSQ ; an international journal
21
(
2011
)
4
,
pp. 331-349
Persistent link: https://www.econbiz.de/10009266595
Saved in:
3
Show you care : initiating co-creation in service recovery
Xu, Yingzi
;
Marshall, Roger
;
Edvardsson, Bo
;
Tronvoll, Bård
- In:
Journal of service management
25
(
2014
)
3
,
pp. 369-387
Persistent link: https://www.econbiz.de/10010384971
Saved in:
4
Recovering service failure through resource integration
Xu, Yingzi
;
Tronvoll, Bård
;
Edvardsson, Bo
- In:
The service industries journal
34
(
2014
)
16
,
pp. 1253-1271
Persistent link: https://www.econbiz.de/10010492121
Saved in:
5
Justice (is not the same) for all : the role of relationship activity for post-recovery outcomes
Arsenovic, Jasenko
;
De Keyser, Arne
;
Edvardsson, Bo
; …
- In:
Journal of business research : JBR
134
(
2021
),
pp. 342-351
Persistent link: https://www.econbiz.de/10012643777
Saved in:
6
Negative emotions and their effect on customer complaint behaviour
Tronvoll, Bård
- In:
Journal of service management
22
(
2011
)
1
,
pp. 111-134
Persistent link: https://www.econbiz.de/10009010792
Saved in:
7
A dynamic model of customer complaining behaviour from the perspective of service-dominant logic
Tronvoll, Bård
- In:
European journal of marketing : EJM
46
(
2012
)
1/2
,
pp. 284-305
Persistent link: https://www.econbiz.de/10009514971
Saved in:
8
A SOS construct of negative emotions in customers' service experience (CSE) and service recovery by firms (SRF)
Svari, Sander
;
Slåtten, Terje
;
Svensson, Göran
; …
- In:
The journal of services marketing
25
(
2011
)
5
,
pp. 323-335
Persistent link: https://www.econbiz.de/10009272255
Saved in:
9
A DIP-construct of perceived justice in negative service encounters and complaint handling in the Norwegian tourism industry
Svari, Sander
;
Svensson, Göran
;
Slåtten, Terje
; …
- In:
Managing service quality : MSQ ; an international journal
20
(
2010
)
1
,
pp. 26-45
Persistent link: https://www.econbiz.de/10003940603
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