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loyalty
Service failures
101
Customer satisfaction
59
Service quality
52
Dienstleistungsqualität
50
Consumer behaviour
44
Kundenzufriedenheit
42
Complaint management
37
Beschwerdemanagement
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Konsumentenverhalten
33
Relationship marketing
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Beziehungsmarketing
30
Service recovery
18
Customer service
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Kundenservice
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Complaints
14
Customer dissatisfaction
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customer dissatisfaction
10
Complaining behavior
9
service failures
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Customer service management
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Customer services quality
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Service improvements
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Critical incident technique
6
Justice
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Quality management
6
Qualitätsmanagement
6
Service guarantees
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complaining behavior
6
Complaining Behavior
5
Dienstleistungssektor
5
Service industry
5
Services marketing
5
Communication
4
Customer defection
4
Customer loyalty
4
Customers
4
Dissatisfaction
4
Ethiopia
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Failed service quality
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Gastronomie
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Ro, Heejung
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Mattila, Anna S.
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Journal of hospitality marketing & management
1
Services marketing quarterly
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ECONIS (ZBW)
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1
Silent voices : nonbehavioral reactions to service failures
Ro, Heejung
;
Mattila, Anna S.
- In:
Services marketing quarterly
36
(
2015
)
2
,
pp. 95-111
Persistent link: https://www.econbiz.de/10011290006
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2
Customer dissatisfaction responses to restaurant service failures : insights into noncomplainers from a relational perspective
Ro, Heejung
- In:
Journal of hospitality marketing & management
24
(
2015
)
3/4
,
pp. 435-456
Persistent link: https://www.econbiz.de/10011292830
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