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Service failure
Beschwerdemanagement
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Complaint management
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Customer satisfaction
3
Kundenzufriedenheit
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Brand image
2
Crisis management
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Dienstleistungsqualität
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Krisenmanagement
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Markenimage
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Service quality
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Service recovery
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AI aversion
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Brand management
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Brand transgression
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Business services
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Consumer behavior
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Consumer behaviour
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Customer service
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Experimental economics
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Justice theory
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Kundenservice
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Light trucks
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Markenführung
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Observers
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Privatisierung
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Privatization
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Product-harm crisis
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Public exposure
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Public services
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SUVs
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Social marketing
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Grégoire, Yany
2
Suri, Anshu
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Béal, Mathieu
1
Khamitov, Mansur
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Nguyen, Nguyen
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Sénécal, Sylvain
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Journal of business research : JBR
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Journal of the Academy of Marketing Science
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ECONIS (ZBW)
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Is service recovery of equal importance for private vs public complainers?
Béal, Mathieu
;
Suri, Anshu
;
Nguyen, Nguyen
;
Grégoire, Yany
- In:
Journal of business research : JBR
153
(
2022
),
pp. 392-400
Persistent link: https://www.econbiz.de/10013534061
Saved in:
2
A systematic review of brand transgression, service failure recovery and product-harm crisis : integration and guiding insights
Khamitov, Mansur
;
Grégoire, Yany
;
Suri, Anshu
- In:
Journal of the Academy of Marketing Science
48
(
2020
)
3
,
pp. 519-542
Persistent link: https://www.econbiz.de/10012290970
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