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person:"Günter, Bernd"
~person:"Hogreve, Jens"
~person:"Kenning, Peter"
~person:"Ro, Heejung"
~person:"Svensson, Göran"
~subject:"Complaint management"
~type:"article"
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Search: subject_exact:"Customer orientation"
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Complaint management
Beziehungsmarketing
66
Relationship marketing
66
Customer satisfaction
31
Kundenzufriedenheit
31
Lieferantenmanagement
30
Supplier relationship management
30
Confidence
19
Vertrauen
19
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14
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commitment
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satisfaction
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relationship marketing
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Günter, Bernd
Hogreve, Jens
Kenning, Peter
Ro, Heejung
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
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4
Blut, Markus
4
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4
Ding Hooi Ting
4
Gelbrich, Katja
4
Jang, Soocheong
4
Santos, Cristiane Pizzutti dos
4
Shin, Hyunju
4
Abbasi, Amir Zaib
3
Armstrong, Christine
3
Basso, Kenny
3
Beatty, Sharon E.
3
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Béal, Mathieu
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Cusin, Julien
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Flacandji, Michaël
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Harun, Ahasan
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Huey Chern Boo
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Ishak Ismail
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Joireman, Jeff
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Kim, Kawon Kathy
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Kundenzufriedenheit : Konzepte - Methoden - Erfahrungen
3
Journal of business research : JBR
2
Die Betriebswirtschaft : DBW
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 hospitality & tourism research : JHTR ; the professional journal of the Council on Hotel, Restaurant, and Institutional Education
1
Journal of hospitality marketing & management
1
Journal of service research
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Journal of the Academy of Marketing Science
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Kundenmanagement
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Relationship Marketing : Standortbestimmung und Perspektiven ; mit 13 Tabellen
1
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ECONIS (ZBW)
17
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1
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:
2
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:
3
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:
4
Corporate social responsibility : the effect of green practices in a service recovery
Albus, Heidi
;
Ro, Heejung
- In:
Journal of hospitality & tourism research : JHTR ; the …
41
(
2017
)
1
,
pp. 41-65
Persistent link: https://www.econbiz.de/10011632988
Saved in:
5
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:
6
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:
7
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:
8
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:
9
The effects of social justice and stigma-consciousness on gay customers' service recovery evaluation
Ro, Heejung
;
Olson, Eric
- In:
Journal of business research : JBR
67
(
2014
)
6
,
pp. 1162-1169
Persistent link: https://www.econbiz.de/10010365163
Saved in:
10
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
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