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~isPartOf:"Journal of marketing"
~isPartOf:"Journal of service theory and practice"
~person:"Adil, Mohd"
~person:"Casidy, Riza"
~person:"Saeed, Munazza"
~subject:"Complaint management"
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Complaint management
Beschwerdemanagement
3
Customer satisfaction
3
Customer service
3
Dienstleistungsqualität
3
Kundenservice
3
Kundenzufriedenheit
3
Service quality
3
Bibliometrics
2
Bibliometrie
2
Systematic literature review
2
Consumer behaviour
1
Consumer forgiveness
1
Customer service journey
1
Digitale Dienste
1
Frontline service employees
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Führungsstil
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Internet
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Konsumentenverhalten
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Kooperative Führung
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Leadership style
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Lexicometric analysis
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Online retailing
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Online service failure
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Online-Handel
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Participative leadership
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Role breadth self-efficacy
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SLR
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Service failure
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Service recovery
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Service recovery performance
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TCCM framework
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Adil, Mohd
Casidy, Riza
Saeed, Munazza
Sörqvist, Patrik
2
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1
Berggren, Benny
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Bharti, Kumkum
1
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1
Khan, Muhammad Aamir Shafique
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Journal of marketing
Journal of service theory and practice
Journal of retailing and consumer services
1
Journal of service research : JSR
1
Services marketing quarterly
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ECONIS (ZBW)
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Participative leadership and service recovery performance : a moderated mediation model
Khan, Muhammad Aamir Shafique
;
Du, Jianguo
;
Jin, Shuai
; …
- In:
Journal of service theory and practice
33
(
2023
)
4
,
pp. 537-555
Persistent link: https://www.econbiz.de/10014302373
Saved in:
2
Factors influencing consumer forgiveness : a systematic literature review and directions for future research
Kim, Yungchul
;
Ho, Ting Hin
;
Tan, Lay Peng
;
Casidy, Riza
- In:
Journal of service theory and practice
33
(
2023
)
5
,
pp. 601-628
Persistent link: https://www.econbiz.de/10014339764
Saved in:
3
Online service failure : antecedents, moderators and consequences
Adil, Mohd
;
Sadiq, Mohd
;
Jebarajakirthy, Charles
; …
- In:
Journal of service theory and practice
32
(
2022
)
6
,
pp. 797-842
Persistent link: https://www.econbiz.de/10013440334
Saved in:
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