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~subject:"Complaint management"
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Complaint management
Consumer behaviour
19
Konsumentenverhalten
17
Beziehungsmarketing
16
Customer satisfaction
16
Kundenzufriedenheit
16
Relationship marketing
16
Beschwerdemanagement
10
Service quality
10
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Spanien
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Online retailing
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Online-Handel
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Confidence
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Lieferantenmanagement
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Lieferkette
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Nachhaltige Entwicklung
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Nachhaltigkeit
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Reisevermittler
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Service failure
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Services marketing
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Supplier relationship management
3
Supply chain
3
Sustainability
3
Sustainable development
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Travel agency
3
Vertrauen
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Viral marketing
3
Virales Marketing
3
satisfaction
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English
10
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Vázquez Casielles, Rodolfo
10
Iglesias Argüelles, Víctor
5
Varela Neira, Concepción
5
Díaz Martín, Ana María
1
Díaz-Martín, Ana M.
1
Díaz-Martín, Ana Maria
1
Iglesias, Víctor
1
Martín, Ana Maria Díaz
1
Río-Lanza, Ana Belén del
1
Suárez Álvarez, Leticia
1
Suárez-Álvarez, Leticia
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Varela-Neira, Conceptión
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Advances in tourism destination marketing
1
Journal of business research : JBR
1
Journal of financial services marketing : JFSM
1
Journal of marketing management : MM
1
Journal of service management
1
Journal of service theory and practice : JSTP
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Psychology & marketing
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Service business
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The international journal of bank marketing : IJBM
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ECONIS (ZBW)
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1
Lack of preferential treatment : effects on dissatisfaction after a service failure
Varela Neira, Concepción
;
Vázquez Casielles, Rodolfo
; …
- In:
Journal of service management
21
(
2010
)
1
,
pp. 45-68
Persistent link: https://www.econbiz.de/10003964392
Saved in:
2
Perceived justice of service recovery strategies : impact on customer satisfaction and quality relationship
Vázquez Casielles, Rodolfo
;
Álvarez, Leticia Suárez
; …
- In:
Psychology & marketing
27
(
2010
)
5
,
pp. 487-509
Persistent link: https://www.econbiz.de/10003972422
Saved in:
3
Effects of complaint management on loyalty versus probability of ending relationship
Suárez-Álvarez, Leticia
;
Díaz-Martín, Ana Maria
; …
- In:
Advances in tourism destination marketing
,
(pp. 244-254)
.
2010
Persistent link: https://www.econbiz.de/10003997867
Saved in:
4
Service recovery, satisfaction and behaviour intentions : analysis of compensation and social comparison communication strategies
Vázquez Casielles, Rodolfo
;
Iglesias Argüelles, Víctor
; …
- In:
The service industries journal
32
(
2012
)
1/2
,
pp. 83-103
Persistent link: https://www.econbiz.de/10009427705
Saved in:
5
Analysis of the role of complaint management in the context of relationship marketing
Suárez Álvarez, Leticia
;
Vázquez Casielles, Rodolfo
; …
- In:
Journal of marketing management : MM
27
(
2011
)
1/2
,
pp. 143-164
Persistent link: https://www.econbiz.de/10008841666
Saved in:
6
Explaining customer satisfaction with complaint handling
Varela Neira, Concepción
;
Vázquez Casielles, Rodolfo
; …
- In:
The international journal of bank marketing : IJBM
28
(
2010
)
2
,
pp. 88-112
Persistent link: https://www.econbiz.de/10008696425
Saved in:
7
The effects of customer age and recovery strategies in a service failure setting
Varela Neira, Concepción
;
Vázquez Casielles, Rodolfo
; …
- In:
Journal of financial services marketing : JFSM
15
(
2010/11
)
1
,
pp. 32-48
Persistent link: https://www.econbiz.de/10009562579
Saved in:
8
Satisfaction with service recovery : perceived justice and emotional responses
Río-Lanza, Ana Belén del
;
Vázquez Casielles, Rodolfo
; …
- In:
Journal of business research : JBR
62
(
2009
)
8
,
pp. 775-781
Persistent link: https://www.econbiz.de/10003861043
Saved in:
9
Why didn't it work out? : the effects of attributions on the efficacy of recovery strategies
Iglesias Argüelles, Víctor
;
Varela-Neira, Conceptión
; …
- In:
Journal of service theory and practice : JSTP
25
(
2015
)
6
,
pp. 700-724
Persistent link: https://www.econbiz.de/10011392207
Saved in:
10
Co-creation and service recovery process communication : effects on satisfaction, repurchase intentions, and word of mouth
Vázquez Casielles, Rodolfo
;
Iglesias Argüelles, Víctor
; …
- In:
Service business
11
(
2017
)
2
,
pp. 321-343
Persistent link: https://www.econbiz.de/10011732372
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