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~person:"Van Vaerenbergh, Yves"
~subject:"Dienstleistungsqualität"
~type:"article"
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Dienstleistungsqualität
Beschwerdemanagement
9
Complaint management
9
Customer satisfaction
8
Kundenzufriedenheit
8
Service quality
8
Beziehungsmarketing
7
Customer service
7
Kundenservice
7
Relationship marketing
7
Service recovery
4
Consumer behaviour
3
Konsumentenverhalten
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Service failure
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Co-creation
2
Customer integration
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Ethiopia
2
Kundenintegration
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Meta-Analyse
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Meta-analysis
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service failure
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service recovery
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Customer complaints
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Customer participation
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Dienstleistungssektor
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Van Vaerenbergh, Yves
Mattila, Anna S.
18
Grégoire, Yany
12
Jang, Soocheong
10
Edvardsson, Bo
7
Guchait, Priyanko
7
McColl-Kennedy, Janet R.
7
Ro, Heejung
7
Sparks, Beverley
7
Tsarenko, Yelena
7
Balaji, M. S.
6
MacQuilken, Lisa
6
Svensson, Göran
6
Tronvoll, Bård
6
Brady, Michael K.
5
Chebat, Jean-Charles
5
Harun, Ahasan
5
Ozuem, Wilson
5
Patterson, Paul G.
5
Roschk, Holger
5
Shin, Hyunju
5
Sreejesh, S.
5
Baker, Melissa A.
4
Baker, Thomas L.
4
Beatty, Sharon E.
4
Béal, Mathieu
4
Casidy, Riza
4
Crisafulli, Benedetta
4
Fan, Xiucheng
4
Gelbrich, Katja
4
Hanks, Lydia
4
Hogreve, Jens
4
Hsu, Cathy H. C.
4
Matos, Celso Augusto de
4
Meyer, Tracy
4
Miao, Li
4
Nikbin, Davoud
4
Orsingher, Chiara
4
Prybutok, Gayle
4
Prybutok, Victor R.
4
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Managing service quality : MSQ ; an international journal
2
Academy of Management perspectives : AMP
1
International journal of electronic commerce : IJEC
1
Journal of business research : JBR
1
Journal of service research : JSR
1
Marketing letters : a journal of research in marketing
1
Service business
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ECONIS (ZBW)
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1
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:
2
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:
3
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:
4
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:
5
Service recovery : an integrative framework and research agenda
Van Vaerenbergh, Yves
;
Orsingher, Chiara
- In:
Academy of Management perspectives : AMP
30
(
2016
)
3
,
pp. 328-346
Persistent link: https://www.econbiz.de/10011585542
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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