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~isPartOf:"Journal of marketing"
~isPartOf:"The journal of services marketing"
~person:"Bejou, David"
~person:"Hoffman, K. Douglas"
~person:"Svensson, Göran"
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Beschwerdemanagement
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Bejou, David
Hoffman, K. Douglas
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2
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Journal of marketing
The journal of services marketing
International journal of quality and service sciences
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Industrial marketing management : the international journal for industrial and high-tech firms
1
International journal of business excellence : IJBEX
1
International journal of contemporary hospitality management
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Managing service quality : MSQ ; an international journal
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ECONIS (ZBW)
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Retrospective: service failure and loyalty : an exploratory empirical study of airline customers
Palmer, Adrian
;
Bejou, David
- In:
The journal of services marketing
30
(
2016
)
5
,
pp. 480-484
Persistent link: https://www.econbiz.de/10011615517
Saved in:
2
Retrospective: tracking service failures and employee recovery efforts
Hoffman, K. Douglas
;
Kelley, Scott W.
;
Rotalsky, Holly M.
- In:
The journal of services marketing
30
(
2016
)
1
,
pp. 7-10
Persistent link: https://www.econbiz.de/10011445577
Saved in:
3
Service receivers' negative emotions in airline and hospital service settings
Petzer, Daniel J.
;
De Meyer, Christine F.
;
Svari, Sander
; …
- In:
The journal of services marketing
26
(
2012
)
7
,
pp. 484-496
Persistent link: https://www.econbiz.de/10009672314
Saved in:
4
A SOS construct of negative emotions in customers' service experience (CSE) and service recovery by firms (SRF)
Svari, Sander
;
Slåtten, Terje
;
Svensson, Göran
; …
- In:
The journal of services marketing
25
(
2011
)
5
,
pp. 323-335
Persistent link: https://www.econbiz.de/10009272255
Saved in:
5
When demographic differences exist: an analysis of service failure and recovery among diverse participants
Chung-Herrera, Beth G.
;
Gonzalez, Gabriel R.
;
Hoffman, …
- In:
The journal of services marketing
24
(
2010
)
2/3
,
pp. 128-141
Persistent link: https://www.econbiz.de/10003990883
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