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3,068
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3,066
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Zimmermann, Klaus F.
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119
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107
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97
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93
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91
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88
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86
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86
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83
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77
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72
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68
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65
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65
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62
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60
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60
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60
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59
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57
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57
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55
Brekke, Kurt R.
54
Danzer, Alexander M.
54
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54
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53
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52
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52
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52
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49
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Industrial marketing management : the international journal for industrial and high-tech firms
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NBER working paper series
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SpringerLink / Bücher
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International journal of contemporary hospitality management
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The journal of business & industrial marketing
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Tourism management : research, policies, practice
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Total quality management & business excellence : an official journal of the European Society for Organisational Excellence
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Journal of Services Marketing
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Journal of strategic marketing
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Cogent business & management
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Asia Pacific journal of marketing and logistics
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Auditing : a journal of practice & theory
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Services marketing quarterly
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The TQM journal : the international review of organizational improvement
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Psychology & marketing
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Discussion paper / Centre for Economic Policy Research
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International journal of electronic customer relationship management : IJECRM
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International journal of quality and service sciences
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Journal of marketing
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Service business
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Management science : journal of the Institute for Operations Research and the Management Sciences
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Journal of hospitality & tourism research : JHTR ; the professional journal of the Council on Hotel, Restaurant, and Institutional Education
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Journal of retailing
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CESifo working papers
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ECONIS (ZBW)
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RePEc
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USB Cologne (EcoSocSci)
1,066
EconStor
1,039
BASE
175
ArchiDok
69
OLC EcoSci
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Showing
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date (oldest first)
1
Enhancing service recovery satisfaction with chatbots : the role of humor and informal
language
Shams, Ghazal
;
Kim, Kawon Kathy
;
Kim, Kaeun
- In:
International journal of hospitality management
120
(
2024
),
pp. 1-14
Persistent link: https://www.econbiz.de/10015071175
Saved in:
2
An examination of frontline employee-customer incidental similarities in service failure and recovery contexts
Lindsey-Hall, Kristina K.
;
Jaramillo, Susana
;
Baker, …
- In:
Psychology & marketing
40
(
2023
)
6
,
pp. 1047-1060
Persistent link: https://www.econbiz.de/10014291713
Saved in:
3
Tourism service recovery : how minority employees influence majority consumer experiences
Li, Shanshi
;
Liu, Xing
;
Wan, Lisa C.
;
Abulizi, Aierpatejiang
-
2025
Persistent link: https://www.econbiz.de/10015338035
Saved in:
4
How concrete
language
shapes customer satisfaction
Packard, Grant
;
Berger, Jonah
- In:
Journal of consumer research : JCR ; an …
47
(
2021
)
5
,
pp. 787-806
Persistent link: https://www.econbiz.de/10012434461
Saved in:
5
Customer ethnic bias in service encounters
Linzmajer, Marc
;
Brach, Simon
;
Walsh, Gianfranco
; …
- In:
Journal of service research
23
(
2020
)
2
,
pp. 194-210
Persistent link: https://www.econbiz.de/10012216633
Saved in:
6
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:
7
Engaging the avatar : the effects of authenticity signals during chat-based service recoveries
Esmark Jones, Carol L.
;
Hancock, Tyler
;
Kazandjian, Brett
; …
- In:
Journal of business research : JBR
144
(
2022
),
pp. 703-716
Persistent link: https://www.econbiz.de/10013185032
Saved in:
8
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
Saved in:
9
The role of switching cost in the e-service recovery framework among banking customers
Jose, Ajay
;
Mathew, Sonia
;
Rejikumar G.
;
Chacko, Dony Peter
- In:
International journal of quality and service sciences
14
(
2022
)
1
,
pp. 86-109
Persistent link: https://www.econbiz.de/10012884465
Saved in:
10
Service recovery in unaffected consumers : evidence of a recovery paradox
Wardley, Marcus
- In:
International journal of quality and service sciences
14
(
2022
)
1
,
pp. 121-132
Persistent link: https://www.econbiz.de/10012884467
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