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subject:"USA"
~person:"Cai, Ruiying"
~subject:"Complaint management"
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USA
Complaint management
Consumer behaviour
7
Customer satisfaction
7
Konsumentenverhalten
7
Kundenzufriedenheit
7
Beziehungsmarketing
6
Relationship marketing
6
Dienstleistungsqualität
5
Service quality
5
Beschwerdemanagement
4
Emotion
3
Customer service
2
Kundenservice
2
Service recovery
2
Trust
2
Appraisal theory
1
Brand
1
Brand image
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Brand management
1
Cognition
1
Cognitive reappraisal
1
Confidence
1
Customer complaint efforts
1
Customer misbehavior
1
Customer misbehaviour
1
Customer participation in service recovery
1
Customer-to-customer interactions
1
Dienstleistungsmanagement
1
Dienstleistungsmarketing
1
Dienstleistungssektor
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Disconfirmation sensitivity
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Disruptive customer behaviour
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Disruptive customers
1
Expectancy disconfirmation theory
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Gastronomie
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Gerechtigkeit
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Group service failure
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Interaction style
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Justice
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Cai, Ruiying
Jang, Soocheong
15
Mattila, Anna S.
14
Roschk, Holger
14
Grégoire, Yany
12
Gelbrich, Katja
11
Van Vaerenbergh, Yves
9
Guchait, Priyanko
8
Han, Heesup
8
Ryu, Kisang
8
Homburg, Christian
7
Luo, Xueming
7
Prybutok, Victor R.
7
Sparks, Beverley
7
Stauss, Bernd
7
Vázquez Casielles, Rodolfo
7
Larivière, Bart
6
Seidel, Wolfgang
6
Baker, Melissa A.
5
Balaji, M. S.
5
Chebat, Jean-Charles
5
Day, Ralph L.
5
Edvardsson, Bo
5
Gruber, Thorsten
5
Harun, Ahasan
5
Hsu, Cathy H. C.
5
Keiningham, Timothy
5
MacQuilken, Lisa
5
Miao, Li
5
Shin, Hyunju
5
Sreejesh, S.
5
Tripp, Thomas M.
5
Tronvoll, Bård
5
Weber, Karin
5
Aksoy, Lerzan
4
Beatty, Sharon E.
4
Brady, Michael K.
4
Casidy, Riza
4
Cho, Yoon C.
4
Grewal, Dhruv
4
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Journal of business research : JBR
1
Journal of hospitality marketing & management
1
The service industries journal
1
Tourism management : research, policies, practice
1
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ECONIS (ZBW)
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1
How do customers navigate perceived inappropriateness of collective emotion in group service recovery? : an application of cognitive dissonance theory
Xu, Xing'an
;
Liu, Juan
;
Cai, Ruiying
- In:
Tourism management : research, policies, practice
93
(
2022
),
pp. 1-13
Persistent link: https://www.econbiz.de/10013366129
Saved in:
2
The impacts of complaint efforts on customer satisfaction and loyalty
Cai, Ruiying
;
Chi, Christina Geng-Qing
- In:
The service industries journal
38
(
2018
)
15/16
,
pp. 1095-1115
Persistent link: https://www.econbiz.de/10011977443
Saved in:
3
Building trust through a personal touch : consumer response to service failure and recovery of home-sharing
Lu, Lu
;
Cai, Ruiying
;
King, Ceridwyn
- In:
Journal of business research : JBR
117
(
2020
),
pp. 99-111
Persistent link: https://www.econbiz.de/10012285524
Saved in:
4
Customers' perceived justice, emotions, direct and indirect reactions to service recovery : moderating effects of recovery efforts
Cai, Ruiying
;
Qu, Hailin
- In:
Journal of hospitality marketing & management
27
(
2018
)
3
,
pp. 323-345
Persistent link: https://www.econbiz.de/10011880415
Saved in:
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