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person:"Günter, Bernd"
~person:"Beatty, Sharon E."
~person:"Béal, Mathieu"
~person:"Svensson, Göran"
~subject:"Complaint management"
~subject:"satisfaction"
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Search: subject_exact:"Customer orientation"
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Complaint management
satisfaction
Beziehungsmarketing
78
Relationship marketing
78
Customer satisfaction
30
Kundenzufriedenheit
30
Lieferantenmanagement
28
Supplier relationship management
28
Theorie
17
Theory
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Vertrauen
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Consumer behaviour
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commitment
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Market research
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Marktforschung
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trust
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Günter, Bernd
Beatty, Sharon E.
Béal, Mathieu
Svensson, Göran
Stauss, Bernd
13
Mattila, Anna S.
12
Grégoire, Yany
9
Van Vaerenbergh, Yves
8
Roschk, Holger
7
Balaji, M. S.
6
Brock, Christian
6
Cai, Ruiying
6
Fürst, Andreas
6
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6
Homburg, Christian
6
Vázquez Casielles, Rodolfo
6
Evanschitzky, Heiner
5
Seidel, Wolfgang
5
Baker, Melissa A.
4
Blut, Markus
4
Ding Hooi Ting
4
Jacob, Jayanth
4
Jang, Soocheong
4
Joireman, Jeff
4
Larivière, Bart
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Mpinganjira, Mercy
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Quach, Sara
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Ro, Heejung
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Santos, Cristiane Pizzutti dos
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Tripp, Thomas M.
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Basso, Kenny
3
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3
Brady, Michael K.
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Casidy, Riza
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International journal of procurement management
4
Journal of business-to-business marketing
3
Kundenzufriedenheit : Konzepte - Methoden - Erfahrungen
3
Journal of service research
2
International journal of business excellence
1
International journal of business excellence : IJBEX
1
International journal of contemporary hospitality management
1
Investitionsgüter- und High-Tech-Marketing (ITM) : erprobte Instrumentarien, Erfolgsbeispiele, Problemlösungen
1
Journal of interactive marketing
1
Journal of service research : JSR
1
Marketing letters : a journal of research in marketing
1
Relationship Marketing : Standortbestimmung und Perspektiven ; mit 13 Tabellen
1
South African journal of economic and management sciences
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The journal of services marketing
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ECONIS (ZBW)
22
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1
Let's laugh about it! : using humor to address complainers’ online incivility
Béal, Mathieu
;
Grégoire, Yany
;
Carrillat, François A.
- In:
Journal of interactive marketing
58
(
2023
)
1
,
pp. 34-51
Persistent link: https://www.econbiz.de/10014228864
Saved in:
2
How do observers react to companies' humorous responses to online public complaints?
Béal, Mathieu
;
Grégoire, Yany
- In:
Journal of service research
25
(
2022
)
2
,
pp. 242-259
Persistent link: https://www.econbiz.de/10013268018
Saved in:
3
Validating the sequential logic of quality constructs in seller-customer business relationships : antecedents, mediator and outcomes
Høgevold, Nils M.
;
Rodríguez, Rocío
;
Svensson, Göran
; …
- In:
Journal of business-to-business marketing
29
(
2022
)
1
,
pp. 43-67
Persistent link: https://www.econbiz.de/10013178123
Saved in:
4
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:
5
Antecedents and outcomes of satisfaction in buyer-supplier relationships in South Africa : a replication study
Roberts-Lombard, Mornay
;
Mpinganjira, Mercy
;
Svensson, …
- In:
South African journal of economic and management sciences
20
(
2017
)
1
,
pp. 1-14
Persistent link: https://www.econbiz.de/10011778254
Saved in:
6
Precursors and outcomes of satisfaction in seller-customer business relationships : a sales perspective
Høgevold, Nils M.
;
Svensson, Göran
;
Mpinganjira, Mercy
- In:
International journal of procurement management
13
(
2020
)
4
,
pp. 531-552
Persistent link: https://www.econbiz.de/10012254622
Saved in:
7
Validating trust and commitment as mediators between economic and non-economic satisfaction in Puerto Rican buyer-supplier relationships
Sosa Varela, Juan Carlos
;
Svensson, Göran
; …
- In:
International journal of procurement management
12
(
2019
)
4
,
pp. 391-409
Persistent link: https://www.econbiz.de/10012138468
Saved in:
8
The effects of relationship length on customer profitability after a service recovery
Béal, Mathieu
;
Sabadie, William
;
Grégoire, Yany
- In:
Marketing letters : a journal of research in marketing
30
(
2019
)
3/4
,
pp. 293-305
Persistent link: https://www.econbiz.de/10012144812
Saved in:
9
The effect of compensation size on recovery satisfaction after group service failures: the role of group versus individual service recovery
Albrecht, Arne Keno
;
Schäfers, Tobias
;
Walsh, Gianfranco
; …
- In:
Journal of service research
22
(
2019
)
1
,
pp. 60-74
Persistent link: https://www.econbiz.de/10012005769
Saved in:
10
Perceptions of group versus individual service failures and their effects on customer outcomes : the role of attributions and customer entitlement
Albrecht, Arne Keno
;
Walsh, Gianfranco
;
Beatty, Sharon E.
- In:
Journal of service research : JSR
20
(
2017
)
2
,
pp. 188-203
Persistent link: https://www.econbiz.de/10011684846
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