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subject:"USA"
~accessRights:"restricted"
~person:"Beatty, Sharon E."
~subject:"Complaint management"
~subject:"Emotion"
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USA
Complaint management
Emotion
Beziehungsmarketing
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Customer satisfaction
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Kundenzufriedenheit
4
Relationship marketing
4
Customer service
3
Kundenservice
3
Beschwerdemanagement
2
Consumer behaviour
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Dienstleistungsqualität
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Service quality
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group service failure
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Customer delight
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Event marketing
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Sports
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Sportveranstaltung
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Sticky experiential encounters
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attribution
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compensation
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customer entitlement
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customer-FLE relationship
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customer-customer interaction
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emotional convergence
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emotions
1
group service recovery
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individual service failure
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individual service recovery
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other customer influence
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self-serving bias
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shared frontline experience
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social comparison
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Beatty, Sharon E.
Grégoire, Yany
8
Mattila, Anna S.
8
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6
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6
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5
Guchait, Priyanko
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Han, Heesup
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Harun, Ahasan
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Miao, Li
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Prybutok, Victor R.
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Sreejesh, S.
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Chi, Nai-Wen
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McFadden, Kathleen L.
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Prayag, Girish
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Prybutok, Gayle
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Shin, Hyunju
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Van Vaerenbergh, Yves
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Alrawadieh, Zaid
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Bacile, Todd J.
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Balaji, M. S.
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Barnes, Donald C.
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Chatterjee, Swagato
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Journal of service research : JSR
2
Journal of service research
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ECONIS (ZBW)
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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
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2
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
Saved in:
3
Emotional convergence in service relationships : the shared frontline experience of customers and employees
Zablah, Alex R.
;
Sirianni, Nancy J.
;
Korschun, Daniel
; …
- In:
Journal of service research : JSR
20
(
2017
)
1
,
pp. 76-90
Persistent link: https://www.econbiz.de/10011648260
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