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~isPartOf:"Journal of business research : JBR"
~person:"Cai, Ruiying"
~person:"Grunwald, Guido"
~person:"Krishnan, Balaji C."
~person:"Tsang, Alex S. L."
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Beschwerdemanagement
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5
Customer satisfaction
5
Dienstleistungsqualität
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5
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Cai, Ruiying
Grunwald, Guido
Krishnan, Balaji C.
Tsang, Alex S. L.
Chebat, Jean-Charles
4
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3
Grégoire, Yany
2
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Journal of business research : JBR
Beiträge des Fachbereichs Wirtschaftswissenschaften der Universität Osnabrück
1
Corporate reputation review : an international journal
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Das Wirtschaftsstudium : wisu ; Zeitschrift für Ausbildung, Prüfung, Berufseinstieg und Fortbildung
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European journal of marketing : EJM
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ECONIS (ZBW)
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1
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:
2
Are cynical customers satisfied differently? : role of negative inferred motive and customer participation in service recovery
Balaji, M. S.
;
Jha, Subhash
;
Sengupta, Aditi Sarkar
; …
- In:
Journal of business research : JBR
86
(
2018
),
pp. 109-118
Persistent link: https://www.econbiz.de/10011855231
Saved in:
3
How customers cope with service failure? : a study of brand reputation and customer satisfaction
Sengupta, Aditi Sarkar
;
Balaji, M. S.
;
Krishnan, Balaji C.
- In:
Journal of business research : JBR
68
(
2015
)
3
,
pp. 665-674
Persistent link: https://www.econbiz.de/10010496157
Saved in:
4
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:
5
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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