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~isPartOf:"Journal of business research : JBR"
~person:"Cai, Ruiying"
~person:"Grunwald, Guido"
~person:"Gäthke, Jana"
~person:"Hutzinger, Clemens"
~subject:"Dienstleistungsqualität"
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Dienstleistungsqualität
Beschwerdemanagement
5
Complaint management
5
Customer satisfaction
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Kundenzufriedenheit
5
Service quality
5
Service recovery
5
Beziehungsmarketing
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Cai, Ruiying
Grunwald, Guido
Gäthke, Jana
Hutzinger, Clemens
Balaji, M. S.
3
Chebat, Jean-Charles
3
Grégoire, Yany
2
Huang, Minxue
2
Krishnan, Balaji C.
2
Salo, Jari
2
Sengupta, Aditi Sarkar
2
Tsang, Alex S. L.
2
Weitzl, Wolfgang
2
Zhou, Nan
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2
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1
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1
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1
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1
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1
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1
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1
Azemi, Yllka
1
Bacile, Todd J.
1
Baker, Melissa A.
1
Baker, Thomas L.
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Baliga, Ashwin J.
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Beatty, Sharon E.
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Bian, Xuemei
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Biraglia, Alessandro
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Chi, Nai-Wen
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Clark, Terry
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Cusin, Julien
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Journal of business research : JBR
Corporate reputation review : an international journal
1
International journal of retail & distribution management
1
Journal of hospitality marketing & management
1
Journal of service research : JSR
1
Tourism management : research, policies, practice
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ECONIS (ZBW)
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1
Co-creation of online service recoveries and its effects on complaint bystanders
Hutzinger, Clemens
;
Weitzl, Wolfgang
- In:
Journal of business research : JBR
130
(
2021
),
pp. 525-538
Persistent link: https://www.econbiz.de/10012544868
Saved in:
2
A Bit(coin) of happiness after a failure : an empirical examination of the effectiveness of cryptocurrencies as an innovative recovery tool
Nazifi, Amin
;
Murdy, Samantha
;
Marder, Ben
;
Gäthke, Jana
; …
- In:
Journal of business research : JBR
124
(
2021
),
pp. 494-505
Persistent link: https://www.econbiz.de/10012493980
Saved in:
3
Building trust through a personal touch : consumer response to service failure and recovery of home-sharing
Lu, Lu
;
Cai, Ruiying
;
King, Ceridwyn
- In:
Journal of business research : JBR
117
(
2020
),
pp. 99-111
Persistent link: https://www.econbiz.de/10012285524
Saved in:
4
The effects of marketer- and advocate-initiated online service recovery responses on silent bystanders
Weitzl, Wolfgang
;
Hutzinger, Clemens
- In:
Journal of business research : JBR
80
(
2017
),
pp. 164-175
Persistent link: https://www.econbiz.de/10011771479
Saved in:
5
How a firm's best versus normal customers react to compensation after a service failure
Gelbrich, Katja
;
Gäthke, Jana
;
Grégoire, Yany
- In:
Journal of business research : JBR
69
(
2016
)
10
,
pp. 4331-4339
Persistent link: https://www.econbiz.de/10011554578
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