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~isPartOf:"Industrial marketing management : the international journal for industrial and high-tech firms"
~isPartOf:"International journal of hospitality management"
~isPartOf:"Journal of service research : JSR"
~person:"Vermeir, Iris"
~person:"Wang, Xingyu"
~subject:"Complaint management"
~type_genre:"Article in journal"
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Search: subject_exact:"Customer complaints"
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Complaint management
Beschwerdemanagement
4
Customer satisfaction
4
Kundenzufriedenheit
4
Dienstleistungsqualität
3
Service quality
3
Service recovery performance
2
Anxiety
1
Betriebliches Bildungsmanagement
1
Beziehungsmarketing
1
Consumer behaviour
1
Customer service
1
Dienstleistungssektor
1
Emotion
1
Employer-provided training
1
Error management
1
Error management training
1
Gastgewerbe
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Gerechtigkeit
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Gratitude
1
Hospitality industry
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Justice
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Konsumentenverhalten
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Kundenservice
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Meta-Analyse
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Meta-analysis
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Mobile communications
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Mobilkommunikation
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Perceived fairness
1
Relationship marketing
1
Service industry
1
Viral marketing
1
Virales Marketing
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attributions
1
controllability
1
meta-analysis
1
satisfaction
1
service failure
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service recovery
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stability
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Vermeir, Iris
Wang, Xingyu
Guchait, Priyanko
6
Jang, Soocheong
6
Mattila, Anna S.
5
Tsarenko, Yelena
4
Gelbrich, Katja
3
Brady, Michael K.
2
Huey Chern Boo
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Kim, Hyunsu
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Larivière, Bart
2
Lee, Lindsey
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Luo, Anqi
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MacQuilken, Lisa
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Madera, Juan M.
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Magnini, Vincent P.
2
McColl-Kennedy, Janet R.
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Meng, Fang
2
Miao, Li
2
Patterson, Paul G.
2
Ro, Heejung
2
Robertson, Nichola
2
Roschk, Holger
2
So, Kevin Kam Fung
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Sparks, Beverley
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Sreejesh, S.
2
Taheri, Babak
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Tojib, Dewi
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Van Vaerenbergh, Yves
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Walsh, Gianfranco
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Adler, Howard
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Ahmad, Bilal
1
Akhtar, Nadeem
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Albrecht, Arne Keno
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Ali, Faizan
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Industrial marketing management : the international journal for industrial and high-tech firms
International journal of hospitality management
Journal of service research : JSR
Managing service quality : MSQ ; an international journal
1
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ECONIS (ZBW)
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Anxiety and gratitude toward the organization : relationships with error management culture and service recovery performance
Wang, Xingyu
;
Guchait, Priyanko
;
Pasamehmetoglu, Aysin
- In:
International journal of hospitality management
89
(
2020
),
pp. 1-9
Persistent link: https://www.econbiz.de/10012293788
Saved in:
2
Effectiveness of error management training in the hospitality industry : impact on perceived fairness and service recovery performance
Yao, Sheng
;
Wang, Xingyu
;
Yu, Heyao
;
Guchait, Priyanko
- In:
International journal of hospitality management
79
(
2019
),
pp. 78-88
Persistent link: https://www.econbiz.de/10012012973
Saved in:
3
A meta-analysis of relationships linking service failure attributions to customer outcomes
Van Vaerenbergh, Yves
;
Orsingher, Chiara
;
Vermeir, Iris
; …
- In:
Journal of service research : JSR
17
(
2014
)
4
,
pp. 381-398
Persistent link: https://www.econbiz.de/10010432171
Saved in:
4
The impact of process recovery communication on customer satisfaction, repurchase intentions, and word-of-mouth intentions
Van Vaerenbergh, Yves
;
Larivière, Bart
;
Vermeir, Iris
- In:
Journal of service research : JSR
15
(
2012
)
3
,
pp. 262-279
Persistent link: https://www.econbiz.de/10009578293
Saved in:
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