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~isPartOf:"Journal of business research : JBR"
~person:"Cai, Ruiying"
~person:"Grunwald, Guido"
~person:"Tsang, Alex S. L."
~subject:"Service failure"
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Service failure
Beschwerdemanagement
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Complaint management
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Customer satisfaction
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Dienstleistungsqualität
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Service quality
3
Service recovery
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Delaying resolution
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Services marketing
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Cai, Ruiying
Grunwald, Guido
Tsang, Alex S. L.
Balaji, M. S.
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Huang, Minxue
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Zhou, Nan
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Zhou, Yuanyuan
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Journal of business research : JBR
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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
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:
3
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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