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~person:"Van Vaerenbergh, Yves"
~source:"econis"
~type_genre:"Aufsatz in Zeitschrift"
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Customer satisfaction
8
Customer service
8
Dienstleistungsqualität
8
Kundenservice
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Kundenzufriedenheit
8
Service quality
8
Beschwerdemanagement
7
Complaint management
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service failure
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service recovery
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Aufsatz in Zeitschrift
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Van Vaerenbergh, Yves
Das, Gopal
15
Mattila, Anna S.
12
Miceli, Thomas J.
12
Gustafsson, Anders
11
Beatty, Sharon E.
10
Paul, Justin
10
Walsh, Gianfranco
10
Prashar, Sanjeev
9
Thaichon, Park
9
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8
Miao, Li
8
Mishra, Sita
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Sharma, Piyush
8
Silva, Susana C.
8
Sirianni, Nancy J.
8
Arora, Nilesh
7
Collier, Joel E.
7
Datta, Biplab
7
Duarte, Paulo
7
Edvardsson, Bo
7
Filieri, Raffaele
7
Khare, Arpita
7
Lim, Weng Marc
7
Mainardes, Emerson Wagner
7
McColl-Kennedy, Janet R.
7
Prybutok, Victor R.
7
Rajagopal
7
Ruyter, Ko de
7
Segerson, Kathleen
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Shin, Hyunju
7
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7
Söderlund, Magnus
7
Akram, Umair
6
Baker, Melissa A.
6
Driesener, Carl
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Ellinger, Alexander E.
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Flavián Blanco, Carlos
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Managing service quality : MSQ ; an international journal
2
International journal of electronic commerce : IJEC
1
Journal of business research : JBR
1
Journal of retailing
1
Journal of service research : JSR
1
Marketing letters : a journal of research in marketing
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Service business
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ECONIS (ZBW)
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1
The language backfire effect : how frontline employees decrease customer satisfaction through language use
Holmqvist, Jonas
;
Van Vaerenbergh, Yves
;
Lunardo, Renaud
; …
- In:
Journal of retailing
95
(
2019
)
2
,
pp. 115-129
Persistent link: https://www.econbiz.de/10012102960
Saved in:
2
How to boost frontline employee service recovery performance : the role of cultural intelligence
Costers, Annelies
;
Van Vaerenbergh, Yves
;
Van den …
- In:
Service business
13
(
2019
)
3
,
pp. 581-602
Persistent link: https://www.econbiz.de/10012124374
Saved in:
3
Customer participation in service recovery : a meta-analysis
Van Vaerenbergh, Yves
;
Hazée, Simon
;
Costers, Annelies
- In:
Marketing letters : a journal of research in marketing
29
(
2018
)
4
,
pp. 465-483
Persistent link: https://www.econbiz.de/10011964332
Saved in:
4
The effects of apologies for service failures in the global online retail
Sengupta, Sanchayan
;
Ray, Daniel
;
Trendel, Olivier
;
Van …
- In:
International journal of electronic commerce : IJEC
22
(
2018
)
3
,
pp. 419-445
Persistent link: https://www.econbiz.de/10011884544
Saved in:
5
Co-creating service recovery after service failure : the role of brand equity
Hazée, Simon
;
Van Vaerenbergh, Yves
;
Armirotto, Vincent
- In:
Journal of business research : JBR
74
(
2017
),
pp. 101-109
Persistent link: https://www.econbiz.de/10011675409
Saved in:
6
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:
7
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:
8
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:
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