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person:"Günter, Bernd"
~person:"Armstrong, Christine"
~person:"Hogreve, Jens"
~person:"Kenning, Peter"
~person:"Svensson, Göran"
~subject:"Complaint management"
~type:"article"
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Search: subject_exact:"Customer orientation"
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Complaint management
Beziehungsmarketing
63
Relationship marketing
63
Lieferantenmanagement
30
Supplier relationship management
30
Customer satisfaction
28
Kundenzufriedenheit
28
Confidence
19
Vertrauen
19
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16
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Konsumentenverhalten
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Business-to-business marketing
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Arbeitszufriedenheit
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Dienstleistungsqualität
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Theorie
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Theory
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commitment
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satisfaction
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trust
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relationship marketing
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Günter, Bernd
Armstrong, Christine
Hogreve, Jens
Kenning, Peter
Svensson, Göran
Mattila, Anna S.
12
Grégoire, Yany
9
Stauss, Bernd
7
Van Vaerenbergh, Yves
7
Cai, Ruiying
6
Balaji, M. S.
5
Evanschitzky, Heiner
5
Roschk, Holger
5
Vázquez Casielles, Rodolfo
5
Baker, Melissa A.
4
Blut, Markus
4
Brock, Christian
4
Ding Hooi Ting
4
Gelbrich, Katja
4
Jang, Soocheong
4
Ro, Heejung
4
Santos, Cristiane Pizzutti dos
4
Shin, Hyunju
4
Abbasi, Amir Zaib
3
Basso, Kenny
3
Beatty, Sharon E.
3
Brady, Michael K.
3
Béal, Mathieu
3
Chen, Jing
3
Choi, Beom Joon
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Cusin, Julien
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Flacandji, Michaël
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Fürst, Andreas
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Harun, Ahasan
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Huey Chern Boo
3
Ishak Ismail
3
Joireman, Jeff
3
Kim, Kawon Kathy
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Kundenzufriedenheit : Konzepte - Methoden - Erfahrungen
3
Australasian marketing journal : AMJ ; official journal of the Australia-New Zealand Marketing Academy (ANZMAC)
1
Die Betriebswirtschaft : DBW
1
European journal of marketing
1
International journal of business excellence : IJBEX
1
International journal of contemporary hospitality management
1
International journal of research in marketing : IJRM ; official journal of the European Marketing Academy
1
Investitionsgüter- und High-Tech-Marketing (ITM) : erprobte Instrumentarien, Erfolgsbeispiele, Problemlösungen
1
Journal of business research : JBR
1
Journal of marketing management : JMM ; journal of the Academy of Marketing
1
Journal of service research
1
Journal of the Academy of Marketing Science
1
Kundenmanagement
1
Relationship Marketing : Standortbestimmung und Perspektiven ; mit 13 Tabellen
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ECONIS (ZBW)
16
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1
Return on investment of complaint management : a review and research agenda
Carlson, Jamie
;
Sourdin, Tania
;
Armstrong, Christine
; …
- In:
Australasian marketing journal : AMJ ; official journal …
31
(
2023
)
4
,
pp. 350-360
Persistent link: https://www.econbiz.de/10014381409
Saved in:
2
For all to see : social risk and observable complaining on Facebook
Armstrong, Christine
;
Kulczynski, Alicia
;
Brennan, Stacey
- In:
European journal of marketing
56
(
2022
)
1
,
pp. 31-71
Persistent link: https://www.econbiz.de/10012798636
Saved in:
3
Balancing reactions and actions between service receivers and service providers to resolve service failures
Magaña Carrillo, Irma
;
Svensson, Göran
;
Otero-Neira, …
- In:
International journal of business excellence : IJBEX
26
(
2022
)
1
,
pp. 20-41
Persistent link: https://www.econbiz.de/10013198109
Saved in:
4
Cue the complaint : the visual cues of Facebook business pages and their influence on consumer complaint behaviour
Armstrong, Christine
;
Kulczynski, Alicia
;
Brennan, Stacey
- In:
Journal of marketing management : JMM ; journal of the …
37
(
2021
)
11/12
,
pp. 1027-1057
Persistent link: https://www.econbiz.de/10012623852
Saved in:
5
Buffering effects of brand community identification in service failures : the role of customer citizenship behaviors
Mandl, Leonhard
;
Hogreve, Jens
- In:
Journal of business research : JBR
107
(
2020
),
pp. 130-137
Persistent link: https://www.econbiz.de/10012156727
Saved in:
6
Service recovery on stage : effects of social media recovery on virtually present others
Hogreve, Jens
;
Bilstein, Nicola
;
Hörner, Kathrin Brigitte
- In:
Journal of service research
22
(
2019
)
4
,
pp. 421-439
Persistent link: https://www.econbiz.de/10012128049
Saved in:
7
Unveiling the recovery time zone of tolerance : when time matters in service recovery
Hogreve, Jens
;
Bilstein, Nicola
;
Mandl, Leonhard
- In:
Journal of the Academy of Marketing Science
45
(
2017
)
6
,
pp. 866-883
Persistent link: https://www.econbiz.de/10011779540
Saved in:
8
New aspects of research to assess and manage critical incidents in service encounters : teleological actions, interactive interface and perceptual gaps
Padin, Carmen
;
Svensson, Göran
;
Otero-Neira, Carmen
; …
- In:
International journal of contemporary hospitality management
27
(
2015
)
1
,
pp. 27-51
Persistent link: https://www.econbiz.de/10010516547
Saved in:
9
Satisfaction with complaint handling : a replication study on its determinants in a business-to-business context
Brock, Christian
;
Blut, Markus
;
Evanschitzky, Heiner
; …
- In:
International journal of research in marketing : IJRM ; …
30
(
2013
)
3
,
pp. 319-322
Persistent link: https://www.econbiz.de/10009779946
Saved in:
10
Beschwerdemanagement als Schlüssel zur Kundenzufriedenheit
Günter, Bernd
- In:
Kundenzufriedenheit : Konzepte - Methoden - Erfahrungen
,
(pp. 325-348)
.
2012
Persistent link: https://www.econbiz.de/10009316693
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