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~isPartOf:"Erfolgreiches Beschwerdemanagement : Wege zu Prozessverbesserungen und Kundenzufriedenheit"
~isPartOf:"International journal of contemporary hospitality management"
~isPartOf:"Journal of hospitality & tourism research : JHTR ; the professional journal of the Council on Hotel, Restaurant, and Institutional Education"
~isPartOf:"Total quality management & business excellence : an official journal of the European Society for Organisational Excellence"
~subject:"Quality management"
~subject:"Social web"
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Quality management
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Beschwerdemanagement
48
Complaint management
48
Dienstleistungsqualität
31
Service quality
31
Customer satisfaction
25
Kundenzufriedenheit
25
Beziehungsmarketing
23
Relationship marketing
23
Consumer behaviour
21
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21
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10
Kundenservice
10
Service recovery
8
Emotion
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Virales Marketing
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service recovery
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service failure
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Sparks, Beverley
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Casadesús, Martí
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Chang, Tsang-Chuan
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Chen, Kuen-Suan
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Cobanoglu, Cihan
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Huang, Chiao-Tzu
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Linder, A.
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Marimon, Frederic
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Petnji Yaya, Luc Honore
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Sansalvador, Manuel E.
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Schmitt, R.
1
Schmitt, S.
1
Wang, Kung-Jeng
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Erfolgreiches Beschwerdemanagement : Wege zu Prozessverbesserungen und Kundenzufriedenheit
International journal of contemporary hospitality management
Journal of hospitality & tourism research : JHTR ; the professional journal of the Council on Hotel, Restaurant, and Institutional Education
Total quality management & business excellence : an official journal of the European Society for Organisational Excellence
Dienstleistungsmanagement und Social Media : Potenziale, Strategien und Instrumente
5
Journal of business research : JBR
5
Journal of hospitality marketing & management
4
The service industries journal
4
Business horizons
3
Journal of interactive marketing : a quarterly publication from the Direct Marketing Educational Foundation
3
Journal of retailing and consumer services
3
The journal of services marketing
3
Tourism management : research, policies, practice
3
Harvard business review : HBR
2
International journal of hospitality management
2
Journal of management information systems : JMIS
2
Journal of marketing
2
Journal of service research
2
Marketing intelligence & planning
2
The TQM journal : the international review of organizational improvement
2
A Productivity Press book
1
Accounting perspectives : a journal of The Canadian Academic Accounting Association
1
Aktuelle Entwicklungen im Dienstleistungsmarketing
1
Asia-Pacific journal of business administration
1
Corporate communications : an international journal
1
Corporate reputation review : an international journal
1
Dienstleistungsoffensive - Wachstumschancen intelligent nutzen
1
Environmental and resource economics
1
European journal of marketing
1
European journal of marketing : EJM
1
GfK marketing intelligence review : Marketingforschung für die Praxis
1
Göttinger Handelswissenschaftliche Schriften e.V. : GHS
1
HMD : Praxis der Wirtschaftsinformatik
1
Innovatives Markenmanagement
1
International journal of electronic commerce : IJEC
1
International journal of electronic customer relationship management : IJECRM
1
International journal of innovation science
1
International journal of operations & production management : IJOPM ; the official journal of the European Operations Management Association, EUROMA
1
International journal of process management and benchmarking : IJPMB
1
International journal of productivity and quality management : IJPQM
1
International journal of research in marketing : IJRM ; official journal of the European Marketing Academy
1
International journal of services and operations management
1
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ECONIS (ZBW)
7
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date (oldest first)
1
Development of a quantification model for the cost of loss of image with customer complaints
Sansalvador, Manuel E.
;
Brotons, José M.
- In:
Total quality management & business excellence : an …
29
(
2018
)
14
,
pp. 1633-1647
Persistent link: https://www.econbiz.de/10011962117
Saved in:
2
Generation Y's positive and negative eWOM : use of social media and mobile technology
Zhang, Tingting
;
Omran, Behzad Abound
;
Cobanoglu, Cihan
- In:
International journal of contemporary hospitality management
29
(
2017
)
2
,
pp. 732-761
Persistent link: https://www.econbiz.de/10011687713
Saved in:
3
A "Triple A" typology of responding to negative consumer-generated online reviews
Sparks, Beverley
;
Bradley, Graham L.
- In:
Journal of hospitality & tourism research : JHTR ; the …
41
(
2017
)
6
,
pp. 719-745
Persistent link: https://www.econbiz.de/10011736938
Saved in:
4
Developing control charts in monitoring service quality based on the number of customer complaints
Chen, Kuen-Suan
;
Chang, Tsang-Chuan
;
Wang, Kung-Jeng
; …
- In:
Total quality management & business excellence : an …
26
(
2015
)
5/6
,
pp. 675-689
Persistent link: https://www.econbiz.de/10011305614
Saved in:
5
The stress of anonymous online reviews: a conceptual model and research agenda
Bradley, Graham L.
;
Sparks, Beverley
;
Weber, Karin
- In:
International journal of contemporary hospitality management
27
(
2015
)
5
,
pp. 739-755
Persistent link: https://www.econbiz.de/10011405107
Saved in:
6
Technical complaint management from a quality perspective
Linder, A.
;
Schmitt, S.
;
Schmitt, R.
- In:
Total quality management & business excellence : an …
25
(
2014
)
8
,
pp. 865-875
Persistent link: https://www.econbiz.de/10010393803
Saved in:
7
The revitalising effect of ISO 9001 on dissatisfied customers
Petnji Yaya, Luc Honore
;
Marimon, Frederic
;
Casadesús, …
- In:
Total quality management & business excellence : an …
25
(
2014
)
8
,
pp. 856-864
Persistent link: https://www.econbiz.de/10010393804
Saved in:
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