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~isPartOf:"Managing service quality : MSQ ; an international journal"
~subject:"Customer satisfaction"
~subject:"Einzelhandel"
~subject:"Service industry"
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Customer satisfaction
Einzelhandel
Service industry
Beschwerdemanagement
14
Complaint management
14
Dienstleistungsqualität
10
Service quality
10
Consumer behaviour
8
Konsumentenverhalten
8
Kundenzufriedenheit
7
Beziehungsmarketing
5
Customer service
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Kundenservice
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Relationship marketing
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Service recovery
3
Gerechtigkeit
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Online retailing
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Service failure
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English
7
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Larivière, Bart
2
Van Vaerenbergh, Yves
2
Cheng, Yu-chi
1
Chih, Wen-hai
1
Cunha, Miguel Pina e
1
De Keyser, Arne
1
Hsu, Li-chun
1
Kamoche, Ken
1
Lee, Eun Jung
1
Lee, Monle
1
Lii, Yuan-shuh
1
Park, Jungkun
1
Rego, Arménio
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Tsai, Chia-ching
1
Vermeir, Iris
1
Wang, Kai-yu
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Yang, Yung-kai
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Managing service quality : MSQ ; an international journal
Journal of business research : JBR
48
Journal of retailing and consumer services
35
International journal of hospitality management
33
The journal of services marketing
28
Journal of hospitality marketing & management
20
Service business
18
Journal of service research : JSR
17
International journal of contemporary hospitality management
14
The service industries journal
14
European journal of marketing : EJM
11
Journal of the Academy of Marketing Science
11
Marketing letters : a journal of research in marketing
11
Psychology & marketing
11
Journal of service management
10
Journal of retailing
9
Journal of service research
9
Services marketing quarterly
9
International journal of quality and service sciences
8
Journal of air transport management
8
Journal of service theory and practice
8
Journal of hospitality & tourism research : JHTR ; the professional journal of the Council on Hotel, Restaurant, and Institutional Education
7
Journal of marketing
7
Journal of service theory and practice : JSTP
7
Asia Pacific journal of marketing and logistics
6
Cogent business & management
6
Ilmenauer Schriften zur Betriebswirtschaftslehre
6
Journal of strategic marketing
6
Business horizons
5
International journal of production economics
5
Journal of consumer behaviour : an international research review
5
SpringerLink / Bücher
5
Australasian marketing journal
4
International journal of operations & production management : IJOPM ; the official journal of the European Operations Management Association, EUROMA
4
International journal of research in marketing : IJRM ; official journal of the European Marketing Academy
4
International journal of services and operations management
4
International journal of services, economics and management
4
Journal of consumer marketing
4
Journal of travel and tourism marketing
4
Total quality management & business excellence
4
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ECONIS (ZBW)
7
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1
Retaining customers after service failure recoveries : a contingency model
Wang, Kai-yu
;
Hsu, Li-chun
;
Chih, Wen-hai
- In:
Managing service quality : MSQ ; an international journal
24
(
2014
)
4
,
pp. 318-338
Persistent link: https://www.econbiz.de/10010389695
Saved in:
2
Customer intentions to ivoke service guarantees : do excellence in service recovery, type of guarantee and cultural orientation matter?
Van Vaerenbergh, Yves
;
De Keyser, Arne
;
Larivière, Bart
- In:
Managing service quality : MSQ ; an international journal
24
(
2014
)
1
,
pp. 45-62
Persistent link: https://www.econbiz.de/10010252064
Saved in:
3
Does relationship matter? : customers' response to service failure
Tsai, Chia-ching
;
Yang, Yung-kai
;
Cheng, Yu-chi
- In:
Managing service quality : MSQ ; an international journal
24
(
2014
)
2
,
pp. 139-159
Persistent link: https://www.econbiz.de/10010254024
Saved in:
4
Service recovery's impact on customers next-in-line
Van Vaerenbergh, Yves
;
Vermeir, Iris
;
Larivière, Bart
- In:
Managing service quality : MSQ ; an international journal
23
(
2013
)
6
,
pp. 495-512
Persistent link: https://www.econbiz.de/10010202243
Saved in:
5
The joint effects of compensation frames and price levels on service recovery of online pricing error
Lii, Yuan-shuh
;
Lee, Monle
- In:
Managing service quality : MSQ ; an international journal
22
(
2012
)
1
,
pp. 4-20
Persistent link: https://www.econbiz.de/10009500706
Saved in:
6
Service failures in online double deviation scenarios : justice theory approach
Lee, Eun Jung
;
Park, Jungkun
- In:
Managing service quality : MSQ ; an international journal
20
(
2010
)
1
,
pp. 46-69
Persistent link: https://www.econbiz.de/10003940606
Saved in:
7
Improvisation in service recovery
Cunha, Miguel Pina e
;
Rego, Arménio
;
Kamoche, Ken
- In:
Managing service quality : MSQ ; an international journal
19
(
2009
)
6
,
pp. 657-669
Persistent link: https://www.econbiz.de/10009525052
Saved in:
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