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~person:"Dangelmaier, Wilhelm"
~person:"Shin, Hyunju"
~subject:"Service failure"
~type_genre:"Article in journal"
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Service failure
Customer service
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Dangelmaier, Wilhelm
Shin, Hyunju
Van Vaerenbergh, Yves
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2
Casidy, Riza
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Journal of retailing and consumer services
1
Journal of service theory and practice : JSTP
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ECONIS (ZBW)
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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:
2
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
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