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~isPartOf:"International journal of contemporary hospitality management"
~isPartOf:"Journal of business research : JBR"
~isPartOf:"Journal of service research : JSR"
~isPartOf:"The journal of services marketing"
~person:"Zhou, Yuanyuan"
~subject:"Beschwerdemanagement"
~subject:"Complaint management"
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Beschwerdemanagement
Complaint management
Customer satisfaction
2
Dienstleistungsqualität
2
Kundenzufriedenheit
2
Service failure
2
Service quality
2
Service recovery
2
Beziehungsmarketing
1
Delaying resolution
1
Dienstleistungsmarketing
1
Dienstleistungssektor
1
Immediate resolution
1
Relationship marketing
1
Service industry
1
Service marketing
1
Service separation
1
Services marketing
1
Social distance
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Social impact theory
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Soziale Beziehungen
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Zhou, Yuanyuan
Balaji, M. S.
3
Chebat, Jean-Charles
3
Gelbrich, Katja
3
Grégoire, Yany
3
Gäthke, Jana
3
Jang, Soocheong
3
Van Vaerenbergh, Yves
3
Beatty, Sharon E.
2
Brady, Michael K.
2
Huang, Minxue
2
Hutzinger, Clemens
2
Krishnan, Balaji C.
2
Larivière, Bart
2
Matos, Celso Augusto de
2
Mattila, Anna S.
2
Patterson, Paul G.
2
Salo, Jari
2
Sengupta, Aditi Sarkar
2
Tsang, Alex S. L.
2
Vermeir, Iris
2
Weitzl, Wolfgang
2
White, Allyn
2
Zhou, Nan
2
Abney, Alexandra K.
1
Abu Farha, Allam K.
1
Aghazadeh, Hashem
1
Aguilar-Rojas, Oscar
1
Akarsu, Tugra Nazlil
1
Al Khateeb, Amr
1
Alamanos, Eleftherios
1
Alatalo, Sari
1
Albrecht, Arne Keno
1
Ali, Faizan
1
Allred, Chad R.
1
Alnawas, Ibrahim
1
Armirotto, Vincent
1
Arsenovic, Jasenko
1
Azemi, Yllka
1
Bacile, Todd J.
1
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International journal of contemporary hospitality management
Journal of business research : JBR
Journal of service research : JSR
The journal of services marketing
European journal of marketing : EJM
1
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ECONIS (ZBW)
2
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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:
2
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
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