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~person:"Bilstein, Nicola"
~person:"Van Vaerenbergh, Yves"
~subject:"Kundenservice"
~subject:"service recovery"
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Kundenservice
service recovery
Beschwerdemanagement
12
Complaint management
12
Dienstleistungsqualität
11
Service quality
11
Beziehungsmarketing
10
Customer satisfaction
10
Kundenzufriedenheit
10
Relationship marketing
10
Customer service
8
Service recovery
5
Consumer behaviour
4
Konsumentenverhalten
4
Service failure
4
Brand image
2
Co-creation
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Customer integration
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Ethiopia
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Kundenintegration
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Markenimage
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Meta-Analyse
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Meta-analysis
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Viral marketing
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Virales Marketing
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service failure
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Äthiopien
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Bibliometrics
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Brand equity
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Brand management
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Business process management
1
Cognition
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Complaint status updates
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Bilstein, Nicola
Van Vaerenbergh, Yves
Grégoire, Yany
7
Mattila, Anna S.
7
Gelbrich, Katja
6
Stauss, Bernd
6
Baker, Melissa A.
4
Béal, Mathieu
4
Halperin, Basil
4
Ho, Benjamin
4
List, John A.
4
MacQuilken, Lisa
4
Muir, Ian
4
Seidel, Wolfgang
4
Shin, Hyunju
4
Tsarenko, Yelena
4
Casidy, Riza
3
Edvardsson, Bo
3
Gruber, Thorsten
3
Gäthke, Jana
3
Ha, Sejin
3
Koc, Erdogan
3
Lages, Cristiana R.
3
Larivière, Bart
3
Ro, Heejung
3
Roschk, Holger
3
Sharifi, Seyed Shahin
3
Tronvoll, Bård
3
Voorhees, Clay M.
3
Xu, Yingzi
3
Abosag, Ibrahim
2
Anwar, Sohail
2
Azab, Carol
2
Berbel-Pineda, Juan M.
2
Bernt, Dana
2
Bijmolt, Tammo H. A.
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Boshoff, Christo
2
Breazeale, Michael
2
Cambra-Fierro, Jesús
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Campbell, Colin L.
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Managing service quality : MSQ ; an international journal
2
International journal of electronic commerce : IJEC
1
Journal of business research : JBR
1
Journal of service research
1
Journal of service research : JSR
1
Journal of the Academy of Marketing Science
1
Marketing letters : a journal of research in marketing
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Service business
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ECONIS (ZBW)
9
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1
Service recovery on stage : effects of social media recovery on virtually present others
Hogreve, Jens
;
Bilstein, Nicola
;
Hörner, Kathrin Brigitte
- In:
Journal of service research
22
(
2019
)
4
,
pp. 421-439
Persistent link: https://www.econbiz.de/10012128049
Saved in:
2
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:
3
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:
4
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:
5
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:
6
Unveiling the recovery time zone of tolerance : when time matters in service recovery
Hogreve, Jens
;
Bilstein, Nicola
;
Mandl, Leonhard
- In:
Journal of the Academy of Marketing Science
45
(
2017
)
6
,
pp. 866-883
Persistent link: https://www.econbiz.de/10011779540
Saved in:
7
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:
8
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:
9
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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