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~person:"Larivière, Bart"
~subject:"Complaint management"
~type_genre:"Aufsatz in Zeitschrift"
~type_genre:"Konferenzbeitrag"
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Complaint management
Customer satisfaction
11
Kundenzufriedenheit
11
Beziehungsmarketing
8
Relationship marketing
8
Consumer behaviour
7
Konsumentenverhalten
7
Dienstleistungsqualität
6
Service quality
6
Customer service
5
Kundenservice
5
Beschwerdemanagement
4
Cultural identity
2
Customer experience
2
Dienstleistungssektor
2
Financial services
2
Finanzdienstleistung
2
Kulturelle Identität
2
Mobile communications
2
Mobilkommunikation
2
Service industry
2
Service recovery
2
Arbeitskräfte
1
Australia
1
Australien
1
Brasilien
1
Brazil
1
China
1
Comparison
1
Cultural orientation
1
Customer engagement
1
Customer integration
1
Customer roles
1
Customer value
1
Customer well-being
1
Dienstleistungsmarketing
1
Distribution channel
1
EU countries
1
EU-Staaten
1
Emotion
1
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Aufsatz in Zeitschrift
Konferenzbeitrag
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Larivière, Bart
Grégoire, Yany
12
Mattila, Anna S.
12
Jang, Soocheong
8
Van Vaerenbergh, Yves
8
Guchait, Priyanko
7
Vázquez Casielles, Rodolfo
7
Gelbrich, Katja
6
Roschk, Holger
6
Sparks, Beverley
6
Balaji, M. S.
5
Chebat, Jean-Charles
5
Harun, Ahasan
5
MacQuilken, Lisa
5
Shin, Hyunju
5
Sreejesh, S.
5
Tronvoll, Bård
5
Weber, Karin
5
Cai, Ruiying
4
Casidy, Riza
4
Edvardsson, Bo
4
Gruber, Thorsten
4
Hsu, Cathy H. C.
4
Iglesias Argu͏̈elles, Víctor
4
Matos, Celso Augusto de
4
Nikbin, Davoud
4
Prybutok, Gayle
4
Prybutok, Victor R.
4
Robertson, Nichola
4
Svensson, Göran
4
Tripp, Thomas M.
4
Varela Neira, Concepción
4
Bacile, Todd J.
3
Baker, Melissa A.
3
Beatty, Sharon E.
3
Brady, Michael K.
3
Béal, Mathieu
3
Cambra-Fierro, Jesús
3
Cusin, Julien
3
Ding Hooi Ting
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Journal of service research : JSR
2
Managing service quality : MSQ ; an international journal
2
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ECONIS (ZBW)
4
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1
A meta-analysis of relationships linking service failure attributions to customer outcomes
Van Vaerenbergh, Yves
;
Orsingher, Chiara
;
Vermeir, Iris
; …
- In:
Journal of service research : JSR
17
(
2014
)
4
,
pp. 381-398
Persistent link: https://www.econbiz.de/10010432171
Saved in:
2
Customer intentions to ivoke service guarantees : do excellence in service recovery, type of guarantee and cultural orientation matter?
Van Vaerenbergh, Yves
;
De Keyser, Arne
;
Larivière, Bart
- In:
Managing service quality : MSQ ; an international journal
24
(
2014
)
1
,
pp. 45-62
Persistent link: https://www.econbiz.de/10010252064
Saved in:
3
Service recovery's impact on customers next-in-line
Van Vaerenbergh, Yves
;
Vermeir, Iris
;
Larivière, Bart
- In:
Managing service quality : MSQ ; an international journal
23
(
2013
)
6
,
pp. 495-512
Persistent link: https://www.econbiz.de/10010202243
Saved in:
4
The impact of process recovery communication on
customer
satisfaction
, repurchase intentions, and word-of-mouth intentions
Van Vaerenbergh, Yves
;
Larivière, Bart
;
Vermeir, Iris
- In:
Journal of service research : JSR
15
(
2012
)
3
,
pp. 262-279
Persistent link: https://www.econbiz.de/10009578293
Saved in:
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