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~person:"Larivière, Bart"
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Beschwerdemanagement
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Larivière, Bart
Van Vaerenbergh, Yves
34
Holmqvist, Jonas
7
Hazée, Simon
6
Vermeir, Iris
6
De Keyser, Arne
4
Costers, Annelies
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Grönroos, Christian
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Journal of service research : JSR
2
Managing service quality : MSQ ; an international journal
2
Working paper series / Universiteit Gent, Faculteit Economie en Bedrijfskunde
1
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ECONIS (ZBW)
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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:
5
Assessing the additional impact of process recovery communications on customer outcomes: a comprehensive service recovery approach
Van Vaerenbergh, Yves
;
Larivière, Bart
;
Vermeir, Iris
-
2009
Persistent link: https://www.econbiz.de/10003854104
Saved in:
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