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~person:"Béal, Mathieu"
~person:"Van Vaerenbergh, Yves"
~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
15
Kundenzufriedenheit
15
Dienstleistungsqualität
12
Service quality
12
Beschwerdemanagement
11
Beziehungsmarketing
11
Relationship marketing
11
Customer service
10
Kundenservice
10
Consumer behaviour
7
Konsumentenverhalten
7
Service recovery
6
Service failure
4
Customer integration
3
Kundenintegration
3
service recovery
3
Co-creation
2
Customer participation
2
Ethiopia
2
Language
2
Leistungsmotivation
2
Meta-Analyse
2
Meta-analysis
2
Sprache
2
Viral marketing
2
Virales Marketing
2
Work motivation
2
service failure
2
Äthiopien
2
Arbeitszufriedenheit
1
Big Data
1
Big data
1
Big data analytics
1
Brand equity
1
Brand image
1
Brand management
1
Cognition
1
Cross-buying
1
Cultural identity
1
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Undetermined
7
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Article
11
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Aufsatz in Zeitschrift
Guidebook
Article in journal
11
Arbeitspapier
1
Graue Literatur
1
Non-commercial literature
1
Working Paper
1
Language
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English
11
Author
All
Béal, Mathieu
Van Vaerenbergh, Yves
Grégoire, Yany
12
Mattila, Anna S.
12
Jang, Soocheong
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
Baker, Melissa A.
4
Cai, Ruiying
4
Casidy, Riza
4
Edvardsson, Bo
4
Gruber, Thorsten
4
Hsu, Cathy H. C.
4
Iglesias Argu͏̈elles, Víctor
4
Larivière, Bart
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
Beatty, Sharon E.
3
Brady, Michael K.
3
Cambra-Fierro, Jesús
3
Cusin, Julien
3
Ding Hooi Ting
3
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Journal of business research : JBR
2
Journal of service research : JSR
2
Managing service quality : MSQ ; an international journal
2
Marketing letters : a journal of research in marketing
2
International journal of electronic commerce : IJEC
1
Journal of interactive marketing
1
Service business
1
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ECONIS (ZBW)
11
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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
How to boost frontline employee service recovery performance : the role of cultural intelligence
Costers, Annelies
;
Van Vaerenbergh, Yves
;
Van den …
- In:
Service business
13
(
2019
)
3
,
pp. 581-602
Persistent link: https://www.econbiz.de/10012124374
Saved in:
5
Customer participation in service recovery : a meta-analysis
Van Vaerenbergh, Yves
;
Hazée, Simon
;
Costers, Annelies
- In:
Marketing letters : a journal of research in marketing
29
(
2018
)
4
,
pp. 465-483
Persistent link: https://www.econbiz.de/10011964332
Saved in:
6
The effects of apologies for service failures in the global online retail
Sengupta, Sanchayan
;
Ray, Daniel
;
Trendel, Olivier
;
Van …
- In:
International journal of electronic commerce : IJEC
22
(
2018
)
3
,
pp. 419-445
Persistent link: https://www.econbiz.de/10011884544
Saved in:
7
Co-creating service recovery after service failure : the role of brand equity
Hazée, Simon
;
Van Vaerenbergh, Yves
;
Armirotto, Vincent
- In:
Journal of business research : JBR
74
(
2017
),
pp. 101-109
Persistent link: https://www.econbiz.de/10011675409
Saved in:
8
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:
9
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:
10
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:
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