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~isPartOf:"International journal of contemporary hospitality management"
~isPartOf:"Journal of business research : JBR"
~isPartOf:"Journal of service research : JSR"
~person:"Azemi, Yllka"
~person:"Salo, Jari"
~subject:"Beschwerdemanagement"
~subject:"Complaint management"
~type_genre:"Article in journal"
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Beschwerdemanagement
Complaint management
Customer satisfaction
3
Dienstleistungsqualität
3
Kundenzufriedenheit
3
Service quality
3
Beziehungsmarketing
2
Consumer behaviour
2
Customer service
2
Konsumentenverhalten
2
Kundenservice
2
Relationship marketing
2
Service failure
2
Viral marketing
2
Virales Marketing
2
Brand
1
Brand betrayal
1
Brand disappointment
1
Brand image
1
Brand management
1
Brand recovery
1
Brand trust
1
Confidence
1
Exclusive offering
1
Failure-recovery process
1
Food delivery apps (FDAs)
1
Forgivenesss
1
Markenartikel
1
Markenführung
1
Markenimage
1
Mobile Anwendung
1
Mobile application
1
Negative word of mouth (NWOM)
1
Recovery strategies
1
Service recovery
1
Social constructivism
1
Southeastern Europe
1
Südosteuropa
1
Theory of stress and coping
1
Vertrauen
1
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Article in journal
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English
3
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Azemi, Yllka
Salo, Jari
Balaji, M. S.
3
Chebat, Jean-Charles
3
Gelbrich, Katja
3
Grégoire, Yany
3
Gäthke, Jana
3
Van Vaerenbergh, Yves
3
Huang, Minxue
2
Hutzinger, Clemens
2
Jang, Soocheong
2
Krishnan, Balaji C.
2
Larivière, Bart
2
Sengupta, Aditi Sarkar
2
Tsang, Alex S. L.
2
Vermeir, Iris
2
Weitzl, Wolfgang
2
Zhou, Nan
2
Zhou, Yuanyuan
2
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
Alnawas, Ibrahim
1
Armirotto, Vincent
1
Arsenovic, Jasenko
1
Bacile, Todd J.
1
Baker, Melissa A.
1
Baliga, Ashwin J.
1
Bearden, William O.
1
Beatty, Sharon E.
1
Bian, Xuemei
1
Biraglia, Alessandro
1
Borges, Adilson
1
Brady, Michael K.
1
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International journal of contemporary hospitality management
Journal of business research : JBR
Journal of service research : JSR
Journal of international consumer marketing
1
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All
ECONIS (ZBW)
3
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1
The effect of the valence of forgiveness to service recovery strategies and service outcomes in food delivery apps
Kaur, Puneet
;
Talwar, Shalini
;
Islam, Nazrul
;
Salo, Jari
; …
- In:
Journal of business research : JBR
147
(
2022
),
pp. 142-157
Persistent link: https://www.econbiz.de/10013271481
Saved in:
2
Recover from a service failure : the differential effects of brand betrayal and brand disappointment on an exclusive brand offering
Teck Ming Tan
;
Balaji, M. S.
;
Oikarinen, Eeva-Liisa
; …
- In:
Journal of business research : JBR
123
(
2021
),
pp. 126-139
Persistent link: https://www.econbiz.de/10012430477
Saved in:
3
An exploration into the practice of online service failure and recovery strategies in the Balkans
Azemi, Yllka
;
Ozuem, Wilson
;
Howell, Kerry E.
; …
- In:
Journal of business research : JBR
94
(
2019
),
pp. 420-431
Persistent link: https://www.econbiz.de/10011947466
Saved in:
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