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Planning and implementing effe...
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Dienstleistungsqualität
48
Service quality
48
Customer satisfaction
40
Kundenzufriedenheit
40
Beschwerdemanagement
34
Complaint management
34
Consumer behaviour
33
Konsumentenverhalten
33
Beziehungsmarketing
30
Relationship marketing
30
Service failures
22
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16
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16
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9
Service recovery
8
service failures
8
Quality management
6
Qualitätsmanagement
6
customer dissatisfaction
5
Complaints
4
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4
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Hotellerie
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complaining behavior
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Mattila, Anna S.
3
Cho, Yoon C.
2
Golmohammadi, Davood
2
Jang, Soocheong
2
McColl, Rod
2
Ro, Heejung
2
Abney, Alexandra K.
1
Aguilar-Rojas, Oscar
1
Ammari, Nedra Bahri
1
Andreau, Luisa
1
Antonetti, Paolo
1
Arthurs, Jonathan
1
Aslinda Mohd Shahril
1
Assaf, A. Georges
1
Aulōnitēs, Geōrgios I.
1
Barakat, Livia L.
1
Barkai, Ofer
1
Becker, Marc
1
Benabdallah, Mounia
1
Berman, Barry
1
Blandina, Alexander
1
Bode, Matthias
1
Bojei, Jamil
1
Bolton, Lisa E.
1
Bose, Indranil
1
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Catenazzo, Giuseppe
1
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1
De Keyser, Arne
1
Dens, Nathalie
1
Edwards, Karen
1
Eser, Zeliha
1
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The journal of services marketing
5
International journal of contemporary hospitality management
4
International journal of hospitality management
3
International journal of quality & reliability management
2
Journal of hospitality marketing & management
2
Journal of service management
2
Journal of travel and tourism marketing
2
Psychology & marketing
2
Services marketing quarterly
2
Asia Pacific journal of marketing and logistics
1
Business horizons
1
Consumer behavior review : CBR
1
Cornell hospitality quarterly : CQ
1
Folia oeconomica Stetinensia : FOS
1
IEEE transactions on engineering management : EM
1
Industrial marketing management : the international journal for industrial and high-tech firms
1
Information systems and e-business management : ISeB
1
International business and economics research journal
1
International journal of bank marketing
1
International journal of economics and finance
1
International journal of retail & distribution management
1
International journal of trade and global markets
1
Journal of air transport management
1
Journal of business & economics research
1
Journal of business research : JBR
1
Journal of business strategy
1
Journal of consumer marketing
1
Journal of operations management
1
Journal of public policy & marketing : JPP & M ; an annual publ. of the Division of Research, Graduate School of Business Administration, University of Michigan
1
Journal of service research
1
Journal of service theory and practice : JSTP
1
Latin American business review : journal of the Business Association of Latin American Studies (BALAS)
1
Managing service quality : MSQ ; an international journal
1
Marketing theory
1
Production and operations management : an international journal of the Production and Operations Management Society
1
Review of business information systems
1
Service business
1
The international journal of bank marketing : IJBM
1
The service industries journal
1
Total quality management & business excellence : an official journal of the European Society for Organisational Excellence
1
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Planning and implementing effective service guarantee programs
Berman, Barry
;
Mathur, Anil
- In:
Business horizons
57
(
2014
)
1
,
pp. 107-116
Persistent link: https://www.econbiz.de/10010243454
Saved in:
2
Service guarantees as a base for positioning in B2B
McColl, Rod
;
Truong, Yann
;
La Rocca, Antonella
- In:
Industrial marketing management : the international …
81
(
2019
),
pp. 78-86
Persistent link: https://www.econbiz.de/10012107685
Saved in:
3
Relationship between the star and the hotel service guarantees of customer satisfaction
Aslinda Mohd Shahril
;
Yuhanis Abdul Aziz
;
Mohhidin Othman
; …
- In:
International journal of economics and finance
7
(
2015
)
4
,
pp. 82-88
Persistent link: https://www.econbiz.de/10010515843
Saved in:
4
We promise! : customer charters expand guarantees
McColl, Rod
- In:
Journal of business strategy
34
(
2013
)
6
,
pp. 11-18
Persistent link: https://www.econbiz.de/10010231383
Saved in:
5
Customer intentions to ivoke service guarantees : do excellence in service recovery, type of guarantee and cultural orientation matter?
Van Vaerenbergh, Yves
;
De Keyser, Arne
;
Larivière, Bart
- In:
Managing service quality : MSQ ; an international journal
24
(
2014
)
1
,
pp. 45-62
Persistent link: https://www.econbiz.de/10010252064
Saved in:
6
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
Saved in:
7
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
Saved in:
8
Matching service failures and recovery options toward satisfaction
Cantor, Victor John M.
;
Li, Richard C.
- In:
The service industries journal
39
(
2019
)
13/14
,
pp. 901-924
Persistent link: https://www.econbiz.de/10012205901
Saved in:
9
The long-term impact of service failure and recovery
Norvell, Tim
;
Kumar, Piyush
;
Dass, Mayukh
- In:
Cornell hospitality quarterly : CQ
59
(
2018
)
4
,
pp. 376-389
Persistent link: https://www.econbiz.de/10011943078
Saved in:
10
Exploring relationship among customer dissatisfaction, complaints, and loyalty in the virtualized environment : roles of advanced services
Cho, Yoon C.
- In:
International business and economics research journal
12
(
2013
)
11
,
pp. 1343-1360
Persistent link: https://www.econbiz.de/10010233767
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