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~person:"Edvardsson, Bo"
~subject:"Beschwerdemanagement"
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Search: subject_exact:"Servicequalität"
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Beschwerdemanagement
Dienstleistungsqualität
24
Service quality
24
Customer satisfaction
9
Kundenzufriedenheit
9
Beziehungsmarketing
8
Relationship marketing
8
Complaint management
7
Betriebliche Wertschöpfung
5
Consumer behaviour
5
Customer service
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Dienstleistung
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Konsumentenverhalten
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Schweden
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Services
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Sweden
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Value creation
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Customer integration
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Dienstleistungssektor
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Gastronomie
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Restaurant industry
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Service-Dominant Logic
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Service-dominant logic
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Customer experience
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Dienstleistungsinnovation
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Dienstleistungsmanagement
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Emotion
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Innovation management
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Innovationsmanagement
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Justice theory
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Edvardsson, Bo
Mattila, Anna S.
18
Grégoire, Yany
12
Jang, Soocheong
10
Van Vaerenbergh, Yves
9
McColl-Kennedy, Janet R.
8
Guchait, Priyanko
7
Ro, Heejung
7
Sparks, Beverley
7
Tsarenko, Yelena
7
Balaji, M. S.
6
MacQuilken, Lisa
6
Svensson, Göran
6
Tronvoll, Bård
6
Baker, Thomas L.
5
Brady, Michael K.
5
Chebat, Jean-Charles
5
Harun, Ahasan
5
Meyer, Tracy
5
Ozuem, Wilson
5
Patterson, Paul G.
5
Roschk, Holger
5
Shin, Hyunju
5
Sreejesh, S.
5
Baker, Melissa A.
4
Beatty, Sharon E.
4
Béal, Mathieu
4
Casidy, Riza
4
Crisafulli, Benedetta
4
Fan, Xiucheng
4
Gelbrich, Katja
4
Gerstner, Eitan
4
Halperin, Basil
4
Hanks, Lydia
4
Ho, Benjamin
4
Hogreve, Jens
4
Hsu, Cathy H. C.
4
Larivière, Bart
4
List, John A.
4
Matos, Celso Augusto de
4
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Managing service quality : MSQ ; an international journal
2
Journal of business research : JBR
1
Journal of service management
1
Marketing letters : a journal of research in marketing
1
The journal of services marketing
1
The service industries journal
1
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ECONIS (ZBW)
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1
Money for nothing : the impact of compensation on customers' bad-mouthing in service recovery encounters
Arsenovic, Jasenko
;
Edvardsson, Bo
;
Otterbring, Tobias
; …
- In:
Marketing letters : a journal of research in marketing
34
(
2023
)
1
,
pp. 69-82
Persistent link: https://www.econbiz.de/10014265992
Saved in:
2
Justice (is not the same) for all : the role of relationship activity for post-recovery outcomes
Arsenovic, Jasenko
;
De Keyser, Arne
;
Edvardsson, Bo
; …
- In:
Journal of business research : JBR
134
(
2021
),
pp. 342-351
Persistent link: https://www.econbiz.de/10012643777
Saved in:
3
Show you care : initiating co-creation in service recovery
Xu, Yingzi
;
Marshall, Roger
;
Edvardsson, Bo
;
Tronvoll, Bård
- In:
Journal of service management
25
(
2014
)
3
,
pp. 369-387
Persistent link: https://www.econbiz.de/10010384971
Saved in:
4
Recovering service failure through resource integration
Xu, Yingzi
;
Tronvoll, Bård
;
Edvardsson, Bo
- In:
The service industries journal
34
(
2014
)
16
,
pp. 1253-1271
Persistent link: https://www.econbiz.de/10010492121
Saved in:
5
Complex service recovery processes : how to avoid triple deviation
Edvardsson, Bo
;
Tronvoll, Bård
;
Höykinpuro, Ritva
- In:
Managing service quality : MSQ ; an international journal
21
(
2011
)
4
,
pp. 331-349
Persistent link: https://www.econbiz.de/10009266595
Saved in:
6
A SOS construct of negative emotions in customers' service experience (CSE) and service recovery by firms (SRF)
Svari, Sander
;
Slåtten, Terje
;
Svensson, Göran
; …
- In:
The journal of services marketing
25
(
2011
)
5
,
pp. 323-335
Persistent link: https://www.econbiz.de/10009272255
Saved in:
7
A DIP-construct of perceived justice in negative service encounters and complaint handling in the Norwegian tourism industry
Svari, Sander
;
Svensson, Göran
;
Slåtten, Terje
; …
- In:
Managing service quality : MSQ ; an international journal
20
(
2010
)
1
,
pp. 26-45
Persistent link: https://www.econbiz.de/10003940603
Saved in:
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