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~isPartOf:"Managing service quality : MSQ ; an international journal"
~person:"Edvardsson, Bo"
~person:"Homburg, Christian"
~person:"Mattila, Anna S."
~subject:"Beschwerdemanagement"
~subject:"Kundenorientierung"
~subject:"Service industry"
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Beschwerdemanagement
Kundenorientierung
Service industry
Complaint management
2
Dienstleistungsqualität
2
Service quality
2
Anforderungsprofil
1
Capital goods industry
1
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Contingency theory
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Edvardsson, Bo
Homburg, Christian
Mattila, Anna S.
Larivière, Bart
2
Van Vaerenbergh, Yves
2
Aas, Tor Helge
1
Andreassen, Tor W.
1
Barlatier, Pierre-Jean
1
Bennett, Roger
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Kafetzopoulos, Dimitrios P.
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Kim, Minsung
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Lii, Yuan-shuh
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Managing service quality : MSQ ; an international journal
Journal of service management
7
International journal of hospitality management
6
Reihe: Wissenschaftliche Arbeitspapiere / W / Institut für Marktorientierte Unternehmensführung, Universität Mannheim
6
The journal of services marketing
5
Wissenschaftliche Arbeitspapiere / Institut für Marktorientierte Unternehmensführung, Universität Mannheim
5
Journal of business research : JBR
3
Journal of hospitality marketing & management
3
Journal of service research
3
Reihe: Management-Know-how / M : praxisnah und aktuell
3
Management Know-how
2
Series on technology management
2
Services marketing quarterly
2
Am Puls wirtschaftlicher Entwicklung : Dienstleistungstrends
1
Die Betriebswirtschaft : DBW
1
Dienstleistungsökonomie : Beiträge zu einer theoretischen Fundierung
1
Interaktionen im Dienstleistungsbereich
1
International journal of contemporary hospitality management
1
International journal of retail & distribution management
1
Journal of global marketing
1
Journal of hospitality & tourism research : JHTR ; the professional journal of the Council on Hotel, Restaurant, and Institutional Education
1
Journal of international consumer marketing
1
Journal of marketing
1
Journal of retailing
1
Journal of service research : JSR
1
Journal of the Academy of Marketing Science
1
Management von Kundenbeziehungen : Perspektiven - Analysen - Strategien - Instrumente : Manfred Bruhn zum 60. Geburtstag
1
Management, organizations and society
1
Marketing letters : a journal of research in marketing
1
Neue betriebswirtschaftliche Forschung : Nbf
1
Organizational dynamics : a quarterly review of organizational behavior for professional managers
1
Perspektiven der marktorientierten Unternehmensführung : Arbeiten aus dem Institut für Marktorientierte Unternehmensführung der Universität Mannheim
1
Routledge series in management, organization and society
1
The handbook of innovation and services : a multi-disciplinary perspective
1
The journal of business & industrial marketing
1
The service industries journal
1
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ECONIS (ZBW)
3
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1
A grounded theory model of service providers' stress, emotion, and coping during intercultural service encounters
Wang, Chen-ya
;
Mattila, Anna S.
- In:
Managing service quality : MSQ ; an international journal
20
(
2010
)
4
,
pp. 328-342
Persistent link: https://www.econbiz.de/10008655294
Saved in:
2
Complex service recovery processes : how to avoid triple deviation
Edvardsson, Bo
;
Tronvoll, Bård
;
Höykinpuro, Ritva
- In:
Managing service quality : MSQ ; an international journal
21
(
2011
)
4
,
pp. 331-349
Persistent link: https://www.econbiz.de/10009266595
Saved in:
3
A DIP-construct of perceived justice in negative service encounters and complaint handling in the Norwegian tourism industry
Svari, Sander
;
Svensson, Göran
;
Slåtten, Terje
; …
- In:
Managing service quality : MSQ ; an international journal
20
(
2010
)
1
,
pp. 26-45
Persistent link: https://www.econbiz.de/10003940603
Saved in:
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