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~isPartOf:"Journal of business research : JBR"
~isPartOf:"Journal of marketing"
~isPartOf:"Journal of service theory and practice"
~person:"Zhou, Yuanyuan"
~subject:"Complaint management"
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Search: subject:"Customer satisfaction"
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Complaint management
Beschwerdemanagement
2
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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Social relations
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Soziale Beziehungen
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Zhou, Yuanyuan
Balaji, M. S.
3
Chebat, Jean-Charles
3
Grégoire, Yany
2
Gäthke, Jana
2
Huang, Minxue
2
Hutzinger, Clemens
2
Krishnan, Balaji C.
2
Salo, Jari
2
Sengupta, Aditi Sarkar
2
Sörqvist, Patrik
2
Tsang, Alex S. L.
2
Weitzl, Wolfgang
2
Zhou, Nan
2
Adil, Mohd
1
Aghazadeh, Hashem
1
Ahmadi, Zahra
1
Alamanos, Eleftherios
1
Alatalo, Sari
1
Ali, Faizan
1
Allard, Thomas
1
Andrews, Michelle
1
Armirotto, Vincent
1
Arsenovic, Jasenko
1
Azemi, Yllka
1
Bacile, Todd J.
1
Baker, Melissa A.
1
Baliga, Ashwin J.
1
Berggren, Benny
1
Bharti, Kumkum
1
Bian, Xuemei
1
Biraglia, Alessandro
1
Björkman, Jesper
1
Borges, Adilson
1
Butori, Raphaëlle
1
Béal, Mathieu
1
Cai, Ruiying
1
Casidy, Riza
1
Chawla, Vaibhav
1
Chen, Pei-Chi
1
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Journal of business research : JBR
Journal of marketing
Journal of service theory and practice
European journal of marketing : EJM
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ECONIS (ZBW)
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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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