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Einzelhandel
Beschwerdemanagement
6
Complaint management
6
Customer satisfaction
4
Kundenzufriedenheit
4
Beziehungsmarketing
3
Customer service
3
Dienstleistungsqualität
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Online retailing
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Online-Handel
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Retail trade
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Service recovery
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product returns
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Consumer behaviour
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Cryptocurrency
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Institutional economics
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Institutionenökonomik
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Legitimacy
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Nonlinear curve progression
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Prospect Theory
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Prospect theory
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Reciprocity
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Reklamation
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Relationship quality
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Service-Dominant Logic
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Gelbrich, Katja
2
Gäthke, Jana
2
Chen, Shan
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Hübner, Alexander
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Journal of service research
1
Psychology & marketing
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ECONIS (ZBW)
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A cross-national service strategy to manage product returns : e-tailers' return policies and the legitimating role of the institutional environment
Gäthke, Jana
;
Gelbrich, Katja
;
Chen, Shan
- In:
Journal of service research
25
(
2022
)
3
,
pp. 402-421
Persistent link: https://www.econbiz.de/10013395973
Saved in:
2
Rewarding customers who keep a product : how reinforcement affects customers' product return decision in online retailing
Gelbrich, Katja
;
Gäthke, Jana
;
Hübner, Alexander
- In:
Psychology & marketing
34
(
2017
)
9
,
pp. 853-867
Persistent link: https://www.econbiz.de/10011738111
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