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subject:"United States"
~accessRights:"restricted"
~person:"Tsarenko, Yelena"
~subject:"Konsumentenverhalten"
~subject:"Service recovery"
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United States
Konsumentenverhalten
Service recovery
Beschwerdemanagement
3
Beziehungsmarketing
3
Complaint management
3
Consumer behaviour
3
Customer satisfaction
3
Customer service
3
Dienstleistungsqualität
3
Kundenservice
3
Kundenzufriedenheit
3
Relationship marketing
3
Service quality
3
Customer-to-customer interaction
1
Firm-to-customer interaction
1
Informational recovery
1
Instrumental recovery
1
Robot
1
Roboter
1
Role congruity
1
Satisfaction
1
Service robot
1
Zufriedenheit
1
cognitive appraisal
1
compensation
1
customer forgiveness
1
customer power
1
double deviation
1
failure
1
recovery
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revenge
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satisfaction
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service failure severity
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transformative services
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well-being
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Tsarenko, Yelena
Gustafsson, Anders
7
Voorhees, Clay M.
5
Baker, Melissa A.
4
Barnes, Donald C.
4
Collier, Joel E.
4
Mattila, Anna S.
4
Medler-Liraz, Hana
4
Seger-Guttmann, Tali
4
Ferraro, Carla
3
Folse, Judith Anne Garretson
3
Ho, Ting Hin
3
Li, Yi
3
Miao, Li
3
Pelletier, Mark J.
3
Prentice, Catherine
3
Rui, Huaxia
3
Sands, Sean
3
Sharifi, Seyed Shahin
3
Shin, Hyunju
3
Tojib, Dewi
3
Van Vaerenbergh, Yves
3
Witell, Lars
3
Abney, Alexandra K.
2
Alavi, Sascha
2
Alkire, Linda
2
Anaya, Gerardo Joel
2
Beatty, Sharon E.
2
Black, William C.
2
Bolton, Ruth N.
2
Brach, Simon
2
Breazeale, Michael
2
Bruce, Helen L.
2
Burton, Jamie
2
Béal, Mathieu
2
Cai, Ruiying
2
Campbell, Colin L.
2
Casidy, Riza
2
Chaker, Nawar N.
2
Cheung, Fung Yi Millissa
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International journal of hospitality management
1
Journal of service research
1
Journal of service research : JSR
1
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ECONIS (ZBW)
3
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1
Human staff vs. service robot vs. fellow customer : does it matter who helps your customer following a service failure incident?
Ho, Ting Hin
;
Tojib, Dewi
;
Tsarenko, Yelena
- In:
International journal of hospitality management
87
(
2020
),
pp. 1-10
Persistent link: https://www.econbiz.de/10012241791
Saved in:
2
Reclaiming the future : understanding customer forgiveness of service transgressions
Tsarenko, Yelena
;
Strizhakova, Yuliya
;
Otnes, Cele
- In:
Journal of service research
22
(
2019
)
2
,
pp. 139-155
Persistent link: https://www.econbiz.de/10012007424
Saved in:
3
The positive effects of customers’ power on their behavioral responses after service failure
Sembada, Agung
;
Tsarenko, Yelena
;
Tojib, Dewi
- In:
Journal of service research : JSR
19
(
2016
)
3
,
pp. 337-351
Persistent link: https://www.econbiz.de/10011665459
Saved in:
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