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~person:"Béal, Mathieu"
~person:"Larivière, Bart"
~subject:"Complaint management"
~type_genre:"Aufsatz in Zeitschrift"
~type_genre:"Guidebook"
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Search: subject:"Customer satisfaction"
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Complaint management
Customer satisfaction
14
Kundenzufriedenheit
14
Beziehungsmarketing
10
Relationship marketing
10
Dienstleistungsqualität
9
Service quality
9
Consumer behaviour
8
Konsumentenverhalten
8
Beschwerdemanagement
7
Customer service
7
Kundenservice
7
Service recovery
4
Cultural identity
2
Customer experience
2
Customer value
2
Dienstleistungssektor
2
Financial services
2
Finanzdienstleistung
2
Kulturelle Identität
2
Kundenwert
2
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2
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2
Service failure
2
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service recovery
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1
Comparison
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1
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Customer engagement
1
Customer integration
1
Customer profitability
1
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1
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Aufsatz in Zeitschrift
Guidebook
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7
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7
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Béal, Mathieu
Larivière, Bart
Grégoire, Yany
12
Mattila, Anna S.
12
Jang, Soocheong
8
Van Vaerenbergh, Yves
8
Guchait, Priyanko
7
Vázquez Casielles, Rodolfo
7
Gelbrich, Katja
6
Roschk, Holger
6
Sparks, Beverley
6
Balaji, M. S.
5
Chebat, Jean-Charles
5
Harun, Ahasan
5
MacQuilken, Lisa
5
Shin, Hyunju
5
Sreejesh, S.
5
Tronvoll, Bård
5
Weber, Karin
5
Cai, Ruiying
4
Casidy, Riza
4
Edvardsson, Bo
4
Gruber, Thorsten
4
Hsu, Cathy H. C.
4
Iglesias Argu͏̈elles, Víctor
4
Matos, Celso Augusto de
4
Nikbin, Davoud
4
Prybutok, Gayle
4
Prybutok, Victor R.
4
Robertson, Nichola
4
Svensson, Göran
4
Tripp, Thomas M.
4
Varela Neira, Concepción
4
Bacile, Todd J.
3
Baker, Melissa A.
3
Beatty, Sharon E.
3
Brady, Michael K.
3
Cambra-Fierro, Jesús
3
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3
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Journal of service research : JSR
2
Managing service quality : MSQ ; an international journal
2
Journal of business research : JBR
1
Journal of interactive marketing
1
Marketing letters : a journal of research in marketing
1
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ECONIS (ZBW)
7
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1
Let's laugh about it! : using humor to address complainers’ online incivility
Béal, Mathieu
;
Grégoire, Yany
;
Carrillat, François A.
- In:
Journal of interactive marketing
58
(
2023
)
1
,
pp. 34-51
Persistent link: https://www.econbiz.de/10014228864
Saved in:
2
Is service recovery of equal importance for private vs public complainers?
Béal, Mathieu
;
Suri, Anshu
;
Nguyen, Nguyen
;
Grégoire, Yany
- In:
Journal of business research : JBR
153
(
2022
),
pp. 392-400
Persistent link: https://www.econbiz.de/10013534061
Saved in:
3
The effects of relationship length on customer profitability after a service recovery
Béal, Mathieu
;
Sabadie, William
;
Grégoire, Yany
- In:
Marketing letters : a journal of research in marketing
30
(
2019
)
3/4
,
pp. 293-305
Persistent link: https://www.econbiz.de/10012144812
Saved in:
4
A meta-analysis of relationships linking service failure attributions to customer outcomes
Van Vaerenbergh, Yves
;
Orsingher, Chiara
;
Vermeir, Iris
; …
- In:
Journal of service research : JSR
17
(
2014
)
4
,
pp. 381-398
Persistent link: https://www.econbiz.de/10010432171
Saved in:
5
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:
6
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:
7
The impact of process recovery communication on
customer
satisfaction
, repurchase intentions, and word-of-mouth intentions
Van Vaerenbergh, Yves
;
Larivière, Bart
;
Vermeir, Iris
- In:
Journal of service research : JSR
15
(
2012
)
3
,
pp. 262-279
Persistent link: https://www.econbiz.de/10009578293
Saved in:
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