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person:"Günter, Bernd"
~person:"Flacandji, Michaël"
~person:"Lee, Gyehee"
~person:"Svensson, Göran"
~subject:"Beschwerdemanagement"
~type:"article"
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Beschwerdemanagement
Beziehungsmarketing
53
Relationship marketing
53
Customer satisfaction
27
Kundenzufriedenheit
27
Lieferantenmanagement
26
Supplier relationship management
26
Confidence
16
Vertrauen
16
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13
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11
Business-to-business marketing
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Dienstleistungsqualität
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commitment
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satisfaction
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trust
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Konsumentenverhalten
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relationship marketing
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Günter, Bernd
Flacandji, Michaël
Lee, Gyehee
Svensson, Göran
Mattila, Anna S.
12
Grégoire, Yany
9
Stauss, Bernd
7
Van Vaerenbergh, Yves
7
Cai, Ruiying
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Balaji, M. S.
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Evanschitzky, Heiner
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Vázquez Casielles, Rodolfo
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Ding Hooi Ting
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Gelbrich, Katja
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Jang, Soocheong
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Ro, Heejung
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Santos, Cristiane Pizzutti dos
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Shin, Hyunju
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Abbasi, Amir Zaib
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Armstrong, Christine
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Basso, Kenny
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Beatty, Sharon E.
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Béal, Mathieu
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Harun, Ahasan
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Huey Chern Boo
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Ishak Ismail
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Kundenzufriedenheit : Konzepte - Methoden - Erfahrungen
3
International journal of contemporary hospitality management
2
International journal of business excellence : IJBEX
1
International journal of hospitality management
1
Investitionsgüter- und High-Tech-Marketing (ITM) : erprobte Instrumentarien, Erfolgsbeispiele, Problemlösungen
1
Journal of business research : JBR
1
Journal of personal selling & sales management
1
Psychology & marketing
1
Relationship Marketing : Standortbestimmung und Perspektiven ; mit 13 Tabellen
1
Service business
1
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ECONIS (ZBW)
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1
When and why signaling frontline employee inexperience can prove to be an asset : effects on consumer forgiveness for service failure
Flacandji, Michaël
;
Cusin, Julien
;
Lunardo, Renaud
- In:
Psychology & marketing
40
(
2023
)
12
,
pp. 2728-2742
Persistent link: https://www.econbiz.de/10014432547
Saved in:
2
A time(ly) perspective of the service recovery paradox : how organizational learning moderates follow-up recovery effects
Lunardo, Renaud
;
Cusin, Julien
;
Flacandji, Michaël
- In:
Journal of business research : JBR
166
(
2023
),
pp. 1-14
Persistent link: https://www.econbiz.de/10014380317
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
How can organizational tolerance toward frontline employees' errors help service recovery?
Cusin, Julien
;
Flacandji, Michaël
- In:
Journal of personal selling & sales management
42
(
2022
)
2
,
pp. 91-106
Persistent link: https://www.econbiz.de/10013361660
Saved in:
5
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:
6
Testing the stressor-strain-outcome model of customer-related social stressors in predicting emotional exhaustion, customer orientation and service recovery performance
Choi, Chang Hwan
;
Kim, Taegoo
;
Lee, Gyehee
;
Lee, Seung-kon
- In:
International journal of hospitality management
36
(
2014
),
pp. 272-285
Persistent link: https://www.econbiz.de/10010239278
Saved in:
7
Frontline service employees’ customer-related social stressors, emotional exhaustion, and service recovery performance : customer orientation as a moderator
Kim, Taegoo
;
Paek, Soyon
;
Choi, Chang Hwan
;
Lee, Gyehee
- In:
Service business
6
(
2012
)
4
,
pp. 503-526
Persistent link: https://www.econbiz.de/10009663617
Saved in:
8
Post-recovery customer relationships and customer partnerships in a restaurant setting
Kim, Taegoo
;
Yoo, Joanne Jung-eun
;
Lee, Gyehee
- In:
International journal of contemporary hospitality management
24
(
2012
)
3
,
pp. 381-401
Persistent link: https://www.econbiz.de/10009544820
Saved in:
9
Beschwerdemanagement als Schlüssel zur Kundenzufriedenheit
Günter, Bernd
- In:
Kundenzufriedenheit : Konzepte - Methoden - Erfahrungen
,
(pp. 325-348)
.
2012
Persistent link: https://www.econbiz.de/10009316693
Saved in:
10
Beschwerdemanagement als Schlüssel zur Kundenzufriedenheit
Günter, Bernd
- In:
Kundenzufriedenheit : Konzepte - Methoden - Erfahrungen
,
(pp. 335-356)
.
2008
Persistent link: https://www.econbiz.de/10003744943
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