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subject:"Health care"
~isPartOf:"Journal of business research : JBR"
~person:"Zhou, Yuanyuan"
~subject:"Service failure"
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Health care
Service failure
Beschwerdemanagement
2
Complaint management
2
Customer satisfaction
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Dienstleistungsqualität
2
Kundenzufriedenheit
2
Service quality
2
Service recovery
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Beziehungsmarketing
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Delaying resolution
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Dienstleistungsmarketing
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Dienstleistungssektor
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Relationship marketing
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Service industry
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Zhou, Yuanyuan
McColl-Kennedy, Janet R.
3
Balaji, M. S.
2
Gallan, Andrew S.
2
Huang, Minxue
2
Hutzinger, Clemens
2
Tsang, Alex S. L.
2
Weitzl, Wolfgang
2
Zhou, Nan
2
Alatalo, Sari
1
Alhouti, Sarah
1
Ali, Faizan
1
Armirotto, Vincent
1
Arthur, Jeffrey B.
1
Azemi, Yllka
1
Bacile, Todd J.
1
Baker, Thomas L.
1
Barakshina, Tatiana
1
Bian, Xuemei
1
Biraglia, Alessandro
1
Boukis, Achilleas
1
Béal, Mathieu
1
Cai, Ruiying
1
Cegarra Navarro, Juan Gabriel
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Cepeda Carrión, Gabriel A.
1
Chen, Tong
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Cusin, Julien
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Danaher, Tracey S.
1
Devlin, James
1
Dhakate, Nikhil
1
Disegna, Marta
1
Einwiller, Sabine A.
1
El-Manstrly, Dahlia
1
Figueiredo, Bernardo
1
Flacandji, Michaël
1
Fu, Xiaorong
1
Gerrath, Maximilian H. E. E.
1
Ghazanfar Ali Abbasi
1
Gibson, Grant
1
Giebelhausen, Michael
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Journal of business research : JBR
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Does delaying service-failure resolution ever make sense?
Zhou, Yuanyuan
;
Tsang, Alex S. L.
;
Huang, Minxue
;
Zhou, Nan
- In:
Journal of business research : JBR
67
(
2014
)
2
,
pp. 159-166
Persistent link: https://www.econbiz.de/10010238358
Saved in:
2
Group service recovery strategies effectiveness : the moderating effects of group size and relational distance
Zhou, Yuanyuan
;
Tsang, Alex S. L.
;
Huang, Minxue
;
Zhou, Nan
- In:
Journal of business research : JBR
67
(
2014
)
11
,
pp. 2480-2485
Persistent link: https://www.econbiz.de/10010402748
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