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~person:"Flacandji, Michaël"
~subject:"Dienstleistungsqualität"
~subject:"Theory"
~subject:"service failure"
~subject:"service recovery"
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Dienstleistungsqualität
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Flacandji, Michaël
Mattila, Anna S.
18
Grégoire, Yany
12
Jang, Soocheong
10
Van Vaerenbergh, Yves
9
McColl-Kennedy, Janet R.
8
Edvardsson, Bo
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Ro, Heejung
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Roschk, Holger
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Shin, Hyunju
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Béal, Mathieu
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Journal of business research : JBR
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Journal of personal selling & sales management : JPSSM
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When and why signaling frontline employee inexperience can prove to be an asset : effects on consumer forgiveness for service failure
Flacandji, Michaël
;
Cusin, Julien
;
Lunardo, Renaud
- In:
Psychology & marketing
40
(
2023
)
12
,
pp. 2728-2742
Persistent link: https://www.econbiz.de/10014432547
Saved in:
2
A time(ly) perspective of the service recovery paradox : how organizational learning moderates follow-up recovery effects
Lunardo, Renaud
;
Cusin, Julien
;
Flacandji, Michaël
- In:
Journal of business research : JBR
166
(
2023
),
pp. 1-14
Persistent link: https://www.econbiz.de/10014380317
Saved in:
3
How can organizational tolerance toward frontline employees' errors help service recovery?
Cusin, Julien
;
Flacandji, Michaël
- In:
Journal of personal selling & sales management : JPSSM
42
(
2022
)
2
,
pp. 91-106
Persistent link: https://www.econbiz.de/10013361660
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