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~person:"Grunwald, Guido"
~person:"Patterson, Paul G."
~person:"Svensson, Göran"
~type_genre:"Article in journal"
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Search: subject_exact:"Beschwerdemanagement"
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Beschwerdemanagement
16
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8
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Grunwald, Guido
Patterson, Paul G.
Svensson, Göran
Mattila, Anna S.
24
Grégoire, Yany
16
Jang, Soocheong
10
Gelbrich, Katja
9
Gruber, Thorsten
9
Sparks, Beverley
9
Van Vaerenbergh, Yves
9
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Ro, Heejung
8
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8
Roschk, Holger
8
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8
Vázquez Casielles, Rodolfo
8
Edvardsson, Bo
7
McColl-Kennedy, Janet R.
7
Tronvoll, Bård
7
Balaji, M. S.
6
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6
Cai, Ruiying
6
Chebat, Jean-Charles
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Matos, Celso Augusto de
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Chen, Jing
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Gäthke, Jana
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Harun, Ahasan
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Iglesias Argu͏̈elles, Víctor
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Miao, Li
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Reppel, Alexander
5
Shin, Hyunju
5
Sreejesh, S.
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The journal of services marketing
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International journal of quality and service sciences
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Journal of retailing
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2
California management review
1
Corporate reputation review : an international journal
1
Das Wirtschaftsstudium : wisu ; Zeitschrift für Ausbildung, Prüfung, Berufseinstieg und Fortbildung
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International journal of business excellence : IJBEX
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ECONIS (ZBW)
16
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1
Balancing reactions and actions between service receivers and service providers to resolve service failures
Magaña Carrillo, Irma
;
Svensson, Göran
;
Otero-Neira, …
- In:
International journal of business excellence : IJBEX
26
(
2022
)
1
,
pp. 20-41
Persistent link: https://www.econbiz.de/10013198109
Saved in:
2
Understanding negative emotions in services through teleological actions
Padin, Carmen
;
Svensson, Göran
- In:
International journal of quality and service sciences
9
(
2017
)
1
,
pp. 67-84
Persistent link: https://www.econbiz.de/10011650515
Saved in:
3
Geysers or bubbling hot springs? : a cross-cultural examination of customer rage from Eastern and Western perspectives
Patterson, Paul G.
;
Brady, Michael K.
;
McColl-Kennedy, …
- In:
Journal of service research : JSR
19
(
2016
)
3
,
pp. 243-259
Persistent link: https://www.econbiz.de/10011665370
Saved in:
4
New aspects of research to assess and manage critical incidents in service encounters : teleological actions, interactive interface and perceptual gaps
Padin, Carmen
;
Svensson, Göran
;
Otero-Neira, Carmen
; …
- In:
International journal of contemporary hospitality management
27
(
2015
)
1
,
pp. 27-51
Persistent link: https://www.econbiz.de/10010516547
Saved in:
5
Unpacking customer rage elicitation : a dynamic model
Surachartkumtonkun, Jiraporn
;
McColl-Kennedy, Janet R.
; …
- In:
Journal of service research : JSR
18
(
2015
)
2
,
pp. 177-192
Persistent link: https://www.econbiz.de/10011283710
Saved in:
6
Perceived justice in South African airline and hospital industries : measurement model
DeMeyer, Christine F.
;
Petzer, Daniel J.
;
Svari, Sander
; …
- In:
International journal of quality and service sciences
5
(
2013
)
2
,
pp. 120-139
Persistent link: https://www.econbiz.de/10009768462
Saved in:
7
Customer rage back-story : linking needs-based cognitive appraisal to service failure type
Surachartkumtonkun, Jiraporn
;
Patterson, Paul G.
; …
- In:
Journal of retailing
89
(
2013
)
1
,
pp. 72-87
Persistent link: https://www.econbiz.de/10009732740
Saved in:
8
An extended service recovery model : the moderating impact of temporal sequence of events
Prasongsukarn, Kriengsin
;
Patterson, Paul G.
- In:
The journal of services marketing
26
(
2012
)
7
,
pp. 510-520
Persistent link: https://www.econbiz.de/10009672300
Saved in:
9
Service receivers' negative emotions in airline and hospital service settings
Petzer, Daniel J.
;
De Meyer, Christine F.
;
Svari, Sander
; …
- In:
The journal of services marketing
26
(
2012
)
7
,
pp. 484-496
Persistent link: https://www.econbiz.de/10009672314
Saved in:
10
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
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