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~person:"Baker, Thomas L."
~subject:"Discrimination"
~subject:"incidental similarity"
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Discrimination
incidental similarity
Beschwerdemanagement
5
Complaint management
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Dienstleistungsqualität
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Service quality
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Emotion
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Ethnic discrimination
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Ethnische Diskriminierung
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Perception
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Consumer motivation
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Customer satisfaction
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Customer service
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Diskriminierung
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Individualism
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Kundenservice
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Kundenzufriedenheit
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Mobile communications
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Mobilkommunikation
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USA
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United States
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authenticity
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frontline employee
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moderated mediation
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rapport
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repatronage
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satisfaction
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service
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service failure
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service recovery
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social identity theory
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Baker, Thomas L.
Bachrach, Daniel G.
1
Jaramillo, Susana
1
Kim, Hyun Jeong
1
Lindsey-Hall, Kristina K.
1
Meyer, Tracy
1
Min, Hyounae
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Paludi, Michele Antoinette
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Rohden, Simoni F.
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Santos, Cristiane Pizzutti dos
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Journal of retailing and consumer services
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Psychology & marketing
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An examination of frontline employee-customer incidental similarities in service failure and recovery contexts
Lindsey-Hall, Kristina K.
;
Jaramillo, Susana
;
Baker, …
- In:
Psychology & marketing
40
(
2023
)
6
,
pp. 1047-1060
Persistent link: https://www.econbiz.de/10014291713
Saved in:
2
Moderating effect of discriminatory attributions on repatronage intentions
Baker, Thomas L.
;
Meyer, Tracy
- In:
Journal of retailing and consumer services
19
(
2012
)
2
,
pp. 211-217
Persistent link: https://www.econbiz.de/10009522453
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