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subject:"USA"
~accessRights:"restricted"
~person:"Azemi, Yllka"
~person:"Prybutok, Victor R."
~person:"Weber, Karin"
~subject:"Complaint management"
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Search: subject_exact:"Customer satisfaction"
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USA
Complaint management
Customer satisfaction
16
Kundenzufriedenheit
16
Dienstleistungsqualität
14
Service quality
14
Beschwerdemanagement
11
Consumer behaviour
9
Konsumentenverhalten
9
Beziehungsmarketing
7
Relationship marketing
7
Customer service
3
E-commerce
3
Electronic Commerce
3
Kundenservice
3
Online retailing
3
Online-Handel
3
PLS-SEM
3
Perception
3
Service failure
3
Wahrnehmung
3
service failure
3
Acculturation
2
China
2
Gastronomie
2
Gerechtigkeit
2
Justice
2
Measurement
2
Messung
2
Quality management
2
Qualitätsmanagement
2
Restaurant industry
2
Viral marketing
2
Virales Marketing
2
expectation disconfirmation theory
2
perception of justice
2
restaurant industry
2
service quality
2
Arbeitszufriedenheit
1
Big event
1
Boardman soft systems methodology
1
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11
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11
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11
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English
11
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Azemi, Yllka
Prybutok, Victor R.
Weber, Karin
Grégoire, Yany
8
Mattila, Anna S.
6
Guchait, Priyanko
5
Harun, Ahasan
5
Jang, Soocheong
5
Sparks, Beverley
5
Sreejesh, S.
5
Baker, Melissa A.
4
Cai, Ruiying
4
Hsu, Cathy H. C.
4
McFadden, Kathleen L.
4
Prybutok, Gayle
4
Shin, Hyunju
4
Van Vaerenbergh, Yves
4
Bacile, Todd J.
3
Balaji, M. S.
3
Béal, Mathieu
3
Casidy, Riza
3
Gowen, Charles, III.
3
Hanks, Lydia
3
Koc, Erdogan
3
Lee, Jung Young
3
Lu, Lu
3
Madera, Juan M.
3
Miao, Li
3
Ozuem, Wilson
3
Pacheco, Natália Araújo
3
Sharifi, Seyed Shahin
3
Tsarenko, Yelena
3
Wu, Luorong
3
Albrecht, Arne Keno
2
Anwar, Sohail
2
Beatty, Sharon E.
2
Bradley, Graham L.
2
Campos, Pimenta, Marco Tulio
2
Cheung, Fung Yi Millissa
2
Chi, Christina Geng-Qing
2
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Quality management journal : QMJ
2
International journal of hospitality management
1
International journal of services and standards
1
Journal of business research : JBR
1
Journal of international consumer marketing
1
Journal of retailing and consumer services
1
Journal of service management
1
Journal of travel and tourism marketing
1
Journal of travel research : a quarterly publication of the Travel and Tourism Research Association
1
Tourism management : research, policies, practice
1
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ECONIS (ZBW)
11
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1
Beyond a single firm and internal focus service failure/recovery : multiple providers and external service recoveries
Weber, Karin
;
Hsu, Cathy H. C.
- In:
Journal of travel research : a quarterly publication of …
61
(
2022
)
1
,
pp. 50-63
Persistent link: https://www.econbiz.de/10012794781
Saved in:
2
An investigation of customers' recovery expectations after service failure : evidence from e-commerce settings at different stages of maturity
Azemi, Yllka
;
Kini, Ranjan
- In:
Journal of international consumer marketing
34
(
2022
)
5
,
pp. 537-551
Persistent link: https://www.econbiz.de/10013465897
Saved in:
3
Banding together in a festival context : examining effects of a joint-stakeholder external service recovery
Weber, Karin
;
Hsu, Cathy H. C.
- In:
Tourism management : research, policies, practice
83
(
2021
),
pp. 1-12
Persistent link: https://www.econbiz.de/10012417501
Saved in:
4
Exploring the service recovery landscape through the lens of a systemigram
Harun, Ahasan
;
Prybutok, Gayle
;
Prybutok, Victor R.
- In:
International journal of services and standards
12
(
2018
)
3/4
,
pp. 347-373
Persistent link: https://www.econbiz.de/10012106534
Saved in:
5
An exploration into the practice of online service failure and recovery strategies in the Balkans
Azemi, Yllka
;
Ozuem, Wilson
;
Howell, Kerry E.
; …
- In:
Journal of business research : JBR
94
(
2019
),
pp. 420-431
Persistent link: https://www.econbiz.de/10011947466
Saved in:
6
Influencing perception of justice to leverage behavioral outcome : a perspective from restaurant service failure setting
Harun, Ahasan
;
Rokonuzzaman, Md.
;
Prybutok, Gayle
; …
- In:
Quality management journal : QMJ
25
(
2018
)
3
,
pp. 112-128
Persistent link: https://www.econbiz.de/10011976334
Saved in:
7
How to influence consumer mindset : a perspective from service recovery
Harun, Ahasan
;
Rokonuzzaman, Md
;
Prybutok, Gayle
; …
- In:
Journal of retailing and consumer services
42
(
2018
),
pp. 65-77
Persistent link: https://www.econbiz.de/10011826039
Saved in:
8
Influencing perception of justice to leverage behavioral outcome : a perspective from restaurant service failure setting
Harun, Ahasan
;
Prybutok, Gayle
;
Prybutok, Victor R.
- In:
Quality management journal : QMJ
25
(
2018
)
3
,
pp. 112-128
Persistent link: https://www.econbiz.de/10012309493
Saved in:
9
Same but different : Chinese-American and Mainland Chinese consumers’ perceptions of and behavior in a service failure situation
Weber, Karin
;
Hsu, Cathy H. C.
;
Sparks, Beverley
- In:
Journal of travel and tourism marketing
33
(
2016
)
4/6
,
pp. 471-496
Persistent link: https://www.econbiz.de/10011517125
Saved in:
10
The effects of acculturation, social distinctiveness, and social presence in a service failure situation
Weber, Karin
;
Sparks, Beverley
;
Hsu, Cathy H. C.
- In:
International journal of hospitality management
56
(
2016
),
pp. 44-55
Persistent link: https://www.econbiz.de/10011520943
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