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~person:"Dangelmaier, Wilhelm"
~person:"Shin, Hyunju"
~subject:"Beschwerdemanagement"
~subject:"Forgiveness"
~type_genre:"Article in journal"
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Beschwerdemanagement
Forgiveness
Customer service
7
Kundenservice
7
Customer satisfaction
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Kundenzufriedenheit
6
Dienstleistungsqualität
5
Service quality
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Dangelmaier, Wilhelm
Shin, Hyunju
Van Vaerenbergh, Yves
7
Mattila, Anna S.
5
MacQuilken, Lisa
4
Tsarenko, Yelena
4
Baker, Melissa A.
3
Casidy, Riza
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Edvardsson, Bo
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Gelbrich, Katja
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Gruber, Thorsten
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Grégoire, Yany
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Larivière, Bart
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Sharifi, Seyed Shahin
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Tronvoll, Bård
3
Xu, Yingzi
3
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2
Anwar, Sohail
2
Azab, Carol
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Berbel-Pineda, Juan M.
2
Breazeale, Michael
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Béal, Mathieu
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Cambra-Fierro, Jesús
2
Campbell, Colin L.
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Chen, Jing
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Ding Hooi Ting
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Harun, Ahasan
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Ho, Ting Hin
2
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European journal of marketing
1
Journal of retailing and consumer services
1
Journal of service theory and practice : JSTP
1
Services marketing quarterly
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ECONIS (ZBW)
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Measuring the intention-behavior gap in service failure and recovery : the moderating roles of failure severity and service recovery satisfaction
Mesquita, José Marcos Carvalho de
;
Shin, Hyunju
; …
- In:
European journal of marketing
57
(
2023
)
7
,
pp. 1826-1853
Persistent link: https://www.econbiz.de/10014342175
Saved in:
2
Service recovery, justice perception, and forgiveness : the "other customers" perspectives
Shin, Hyunju
;
Casidy, Riza
;
Mattila, Anna S.
- In:
Services marketing quarterly
39
(
2018
)
1
,
pp. 1-21
Persistent link: https://www.econbiz.de/10011804112
Saved in:
3
Employing proactive interaction for service failure prevention to improve customer service experiences
Shin, Hyunju
;
Ellinger, Alexander E.
;
Mothersbaugh, David L.
- In:
Journal of service theory and practice : JSTP
27
(
2017
)
1
,
pp. 164-186
Persistent link: https://www.econbiz.de/10011602742
Saved in:
4
The effects of harm directions and service recovery strategies on customer forgiveness and negative word-of-mouth intentions
Casidy, Riza
;
Shin, Hyunju
- In:
Journal of retailing and consumer services
27
(
2015
),
pp. 103-112
Persistent link: https://www.econbiz.de/10011388094
Saved in:
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