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~person:"Matos, Celso Augusto de"
~person:"Swaminathan, Srinivasan"
~subject:"Complaint management"
~subject:"E-commerce"
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Search: subject:"Verbraucherzufriedenheit"
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Complaint management
E-commerce
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7
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7
Dienstleistungsqualität
6
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Matos, Celso Augusto de
Swaminathan, Srinivasan
Mattila, Anna S.
13
Roschk, Holger
13
Grégoire, Yany
12
Gelbrich, Katja
11
Van Vaerenbergh, Yves
9
Jang, Soocheong
8
Vázquez Casielles, Rodolfo
8
Guchait, Priyanko
7
Prybutok, Victor R.
7
Sparks, Beverley
7
Stauss, Bernd
7
Hammerschmidt, Maik
6
Rohman, Fatchur
6
Seidel, Wolfgang
6
Balaji, M. S.
5
Chebat, Jean-Charles
5
Day, Ralph L.
5
Harun, Ahasan
5
Larivière, Bart
5
MacQuilken, Lisa
5
Shin, Hyunju
5
Sreejesh, S.
5
Tripp, Thomas M.
5
Tronvoll, Bård
5
Weber, Karin
5
Anderson, Rolph E.
4
Bauer, Hans H.
4
Cai, Ruiying
4
Casidy, Riza
4
Edvardsson, Bo
4
Falk, Tomas
4
Grewal, Dhruv
4
Gruber, Thorsten
4
Gäthke, Jana
4
Homburg, Christian
4
Hsu, Cathy H. C.
4
Hunt, H. Keith
4
Iglesias Argu͏̈elles, Víctor
4
Istanbulluoglu, Doga
4
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Journal of marketing channels : ... distribution systems, strategy, and management
2
The journal of services marketing
2
International journal of services technology and management : IJSTM
1
Journal of consumer marketing
1
Journal of electronic commerce research : JECR
1
Journal of marketing theory and practice
1
The service industries journal
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ECONIS (ZBW)
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1
Online service failure : how consumers from emerging countries react and complain
Rohden, Simoni F.
;
Matos, Celso Augusto de
- In:
Journal of consumer marketing
39
(
2022
)
1
,
pp. 44-54
Persistent link: https://www.econbiz.de/10013165311
Saved in:
2
Customer loyalty in the online context : understanding trust in different parties
Matos, Celso Augusto de
;
Curth, Marcelo
;
Garcia, …
- In:
Journal of electronic commerce research : JECR
21
(
2020
)
4
,
pp. 237-251
Persistent link: https://www.econbiz.de/10012404563
Saved in:
3
The joint effect of buyer-supplier interaction and service complexity on B2B buyer satisfaction
Teixeira, Rafael
;
Paiva, Ely Laureano
;
Matos, Celso …
- In:
International journal of services technology and …
26
(
2020
)
6
,
pp. 455-477
Persistent link: https://www.econbiz.de/10012503714
Saved in:
4
Building loyalty in e-commerce : impact of business and customer characteristics
Swaminathan, Srinivasan
;
Anderson, Rolph E.
;
Song, Lei
- In:
Journal of marketing channels : ... distribution …
25
(
2018
)
1/2
,
pp. 22-35
Persistent link: https://www.econbiz.de/10012119161
Saved in:
5
Differences in customers' online service satisfaction across cultures : the role of thinking style
Song, Lei
;
Swaminathan, Srinivasan
;
Anderson, Rolph E.
- In:
Journal of marketing channels : ... distribution …
22
(
2015
)
1
,
pp. 52-61
Persistent link: https://www.econbiz.de/10010503349
Saved in:
6
Customer reactions to service failure and recovery in the banking industry : the influence of switching costs
Matos, Celso Augusto de
;
Henrique, Jorge Luiz
;
Rosa, …
- In:
The journal of services marketing
27
(
2013
)
7
,
pp. 526-538
Persistent link: https://www.econbiz.de/10010231177
Saved in:
7
Behavioural responses to service encounter involving failure and recovery : the influence of contextual factors
Matos, Celso Augusto de
;
Vieira, Valter Afonso
;
Veiga, …
- In:
The service industries journal
32
(
2012
)
14
,
pp. 2203-2217
Persistent link: https://www.econbiz.de/10009620211
Saved in:
8
Customer satisfaction and loyalty in e-markets : a PLS path modeling approach
Anderson, Rolph E.
;
Swaminathan, Srinivasan
- In:
Journal of marketing theory and practice
19
(
2011
)
2
,
pp. 221-234
Persistent link: https://www.econbiz.de/10008989389
Saved in:
9
Consumer reaction to service failure and recovery : the moderating role of attitude toward complaining
Matos, Celso Augusto de
;
Rossi, Carlos Alberto Vargas
; …
- In:
The journal of services marketing
23
(
2009
)
7
,
pp. 462-475
Persistent link: https://www.econbiz.de/10009525711
Saved in:
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