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~subject:"Complaint management"
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Do customers exhibit gratitude after service recovery? : understanding the moderating role of relationship type
Salagrama, Ramakrishna
;
Prashar, Sanjeev
;
Tata, Sai Vijay
- In:
Service business
15
(
2021
)
4
,
pp. 757-779
Persistent link: https://www.econbiz.de/10012794134
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2
Understanding why anger predicts intention to complain among high but not low power customers : a test of competing models
Min, Hyounae
;
Joireman, Jeff
;
Kim, Hyun Jeong
- In:
Journal of business research : JBR
95
(
2019
),
pp. 93-102
Persistent link: https://www.econbiz.de/10011979790
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The positive effects of customers’ power on their behavioral responses after service failure
Sembada, Agung
;
Tsarenko, Yelena
;
Tojib, Dewi
- In:
Journal of service research : JSR
19
(
2016
)
3
,
pp. 337-351
Persistent link: https://www.econbiz.de/10011665459
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