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~isPartOf:"Business horizons"
~isPartOf:"International journal of services, economics and management"
~isPartOf:"Journal of business research : JBR"
~isPartOf:"Journal of marketing"
~isPartOf:"Journal of service theory and practice"
~isPartOf:"Psychology & marketing"
~language:"eng"
~person:"Berggren, Benny"
~person:"Huang, Minxue"
~subject:"Complaint management"
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Complaint management
Beschwerdemanagement
3
Customer satisfaction
3
Dienstleistungsqualität
3
Kundenzufriedenheit
3
Service failure
3
Service quality
3
Service recovery
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Anchoring effect
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Delaying resolution
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Demand-what-you-want
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Dienstleistungssektor
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Service industry
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Berggren, Benny
Huang, Minxue
Balaji, M. S.
3
Chebat, Jean-Charles
3
Grégoire, Yany
3
Cusin, Julien
2
Flacandji, Michaël
2
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2
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Krishnan, Balaji C.
2
Lunardo, Renaud
2
Salo, Jari
2
Sengupta, Aditi Sarkar
2
Sörqvist, Patrik
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Tsang, Alex S. L.
2
Weitzl, Wolfgang
2
Zhou, Nan
2
Zhou, Yuanyuan
2
Adil, Mohd
1
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1
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1
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1
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Business horizons
International journal of services, economics and management
Journal of business research : JBR
Journal of marketing
Journal of service theory and practice
Psychology & marketing
European journal of marketing : EJM
1
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ECONIS (ZBW)
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The demand-what-you-want strategy to service recovery : achieving high
customer
satisfaction
with low service failure compensation using anchoring and precision effects
Korn, Nathalie
;
Björkman, Jesper
;
Ek, Peter
;
Pihlgren, …
- In:
Journal of service theory and practice
33
(
2023
)
7
,
pp. 73-93
Persistent link: https://www.econbiz.de/10014448174
Saved in:
2
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:
3
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
Saved in:
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