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~isPartOf:"Total quality management & business excellence : an official journal of the European Society for Organisational Excellence"
~subject:"Theory"
~subject:"service failure"
~subject:"service recovery"
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service failure
service recovery
Beschwerdemanagement
7
Complaint management
7
Beziehungsmarketing
4
Customer satisfaction
4
Dienstleistungsqualität
4
Kundenzufriedenheit
4
Quality management
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Qualitätsmanagement
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Relationship marketing
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Service quality
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Consumer behaviour
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AHP approach
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AHP-Verfahren
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Deutschland
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Germany
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ISO 9001
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Kano theory of attractive quality
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Statistical quality control
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Total quality management & business excellence : an official journal of the European Society for Organisational Excellence
Journal of hospitality marketing & management
14
Journal of service research : JSR
12
Journal of service research
8
Journal of hospitality & tourism research : JHTR ; the professional journal of the Council on Hotel, Restaurant, and Institutional Education
6
Psychology & marketing
6
Gabler Edition Wissenschaft
5
Services marketing quarterly
5
The service industries journal
5
Journal of strategic marketing
4
International journal of business information systems : IJBIS
3
International journal of services, economics and management
3
Journal of business ethics : JOBE
3
Journal of marketing
3
Journal of travel and tourism marketing
3
Total quality management & business excellence
3
Administrative Sciences : open access journal
2
Cogent business & management
2
Dienstleistungsqualität : Konzepte - Methoden - Erfahrungen
2
International journal of business and economics
2
International journal of business communication : IJBC ; a publication of the Association of Business Communication
2
International journal of consumer studies
2
International journal of electronic customer relationship management : IJECRM
2
International journal of services and operations management
2
Journal of Asia Pacific business
2
Journal of interactive marketing
2
Journal of marketing management : MM
2
Journal of relationship marketing : innovations & enhancements for customer service, relations & satisfaction
2
Production and operations management : an international journal of the Production and Operations Management Society
2
Quality management journal : QMJ
2
Reihe: Wissenschaftliche Arbeitspapiere / W / Institut für Marktorientierte Unternehmensführung, Universität Mannheim
2
Springer eBook Collection / Business and Economics
2
SpringerLink / Bücher
2
The journal of services marketing
2
ASEAN marketing journal : Association of Southeast Asian Nations marketing journal
1
Accounting perspectives : a journal of The Canadian Academic Accounting Association
1
Australasian marketing journal : AMJ ; official journal of the Australia-New Zealand Marketing Academy (ANZMAC)
1
Bankwirtschaftliche Schriftenreihe
1
Beiträge des Fachbereichs Wirtschaftswissenschaften der Universität Osnabrück
1
Beiträge zu wirtschaftswissenschaftlichen Problemen der Versicherung
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The influence of customer participation on service failure perceptions
Koc, Erdogan
;
Ulukoy, Metin
;
Kilic, Recep
;
Yumusak, Sedat
; …
- In:
Total quality management & business excellence : an …
28
(
2017
)
3/4
,
pp. 390-404
Persistent link: https://www.econbiz.de/10011723681
Saved in:
2
The revitalising effect of ISO 9001 on dissatisfied customers
Petnji Yaya, Luc Honore
;
Marimon, Frederic
;
Casadesús, …
- In:
Total quality management & business excellence : an …
25
(
2014
)
8
,
pp. 856-864
Persistent link: https://www.econbiz.de/10010393804
Saved in:
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