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~subject:"Service recovery"
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Service recovery
Beschwerdemanagement
1,631
Complaint management
1,621
Dienstleistungsqualität
797
Service quality
797
Kundenzufriedenheit
766
Customer satisfaction
763
Beziehungsmarketing
704
Relationship marketing
704
Consumer behaviour
639
Konsumentenverhalten
639
Customer service
348
Kundenservice
348
Emotion
143
Service failure
138
Viral marketing
109
Virales Marketing
109
Reklamation
106
service recovery
97
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96
Social Web
96
Social web
96
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91
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91
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90
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89
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87
service failure
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80
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75
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73
Online retailing
72
Online-Handel
72
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69
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Grégoire, Yany
5
Jang, Soocheong
5
Van Vaerenbergh, Yves
4
Mattila, Anna S.
3
Shin, Hyunju
3
Béal, Mathieu
2
Cai, Ruiying
2
Casidy, Riza
2
De Keyser, Arne
2
Edvardsson, Bo
2
Gäthke, Jana
2
Hazée, Simon
2
Hoffman, K. Douglas
2
Huang, Minxue
2
Hutzinger, Clemens
2
Kim, Hyunsu
2
Kim, Jong-Hyeong
2
Kim, Jong-hyeong
2
Larivière, Bart
2
Padin, Carmen
2
Roschk, Holger
2
Sharifi, Seyed Shahin
2
So, Kevin Kam Fung
2
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2
Svensson, Göran
2
Sénécal, Sylvain
2
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2
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2
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1
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1
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1
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1
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1
Akinci, Serkan
1
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1
Al Alawi, Alamir
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Journal of business research : JBR
20
Journal of retailing and consumer services
16
International journal of hospitality management
12
International journal of contemporary hospitality management
8
The journal of services marketing
8
Journal of service management
6
Marketing letters : a journal of research in marketing
6
Service business
6
Journal of service theory and practice : JSTP
5
Journal of the Academy of Marketing Science
5
Journal of air transport management
4
International journal of quality and service sciences
3
Journal of consumer marketing
3
Journal of service theory and practice
3
Managing service quality : MSQ ; an international journal
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3
Tourism management : research, policies, practice
3
Asia-Pacific journal of business administration
2
Australasian marketing journal
2
Business horizons
2
European journal of marketing : EJM
2
Journal of hospitality and tourism insights
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Journal of interactive marketing : a quarterly publication from the Direct Marketing Educational Foundation
2
Tourism management perspectives : TMP
2
Tourism review
2
African journal of economic and management studies : AJEMS
1
Applied Marketing Science / Angewandte Marketingforschung
1
Asia Pacific journal of marketing and logistics
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Central European business review : CEBR
1
Electronic markets : EM ; the international journal of electronic commerce and business media
1
European business review : EBR ; the official journal of the International Management Centres, Europe
1
Industrial marketing management : the international journal for industrial and high-tech firms
1
International journal of bank marketing
1
International journal of operations & production management : IJOPM ; the official journal of the European Operations Management Association, EUROMA
1
International journal of production economics
1
International marketing review
1
International review on public and non-profit marketing
1
Journal of financial services marketing
1
Journal of global scholars of marketing science : bridging Asia and the world ; JGSMS
1
Journal of hospitality marketing & management
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ECONIS (ZBW)
155
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1
Can robots recover a service using interactional justice as employees do? : a literature review-based assessment
Lajante, Mathieu
;
Remisch, David
;
Dorofeev, Nikita
- In:
Service business
17
(
2023
)
1
,
pp. 315-357
Persistent link: https://www.econbiz.de/10014282973
Saved in:
2
The demand-what-you-want strategy to service recovery : achieving high customer satisfaction with low service failure compensation using anchoring and precision effects
Korn, Nathalie
;
Björkman, Jesper
;
Ek, Peter
;
Pihlgren, …
- In:
Journal of service theory and practice
33
(
2023
)
7
,
pp. 73-93
Persistent link: https://www.econbiz.de/10014448174
Saved in:
3
Service recovery satisfaction and commitment in the context of spectator sport industry : study on Croatian football consumers
Kuzmanić, Antonio
;
Dlačić, Jasmina
;
Milfelner, Borut
- In:
Central European business review : CEBR
12
(
2023
)
2
,
pp. 61-85
Persistent link: https://www.econbiz.de/10014288390
Saved in:
4
Users taking the blame? : how service failure, recovery, and robot design affect user attributions and retention
Meyer, Nika
;
Schwede, Melanie
;
Hammerschmidt, Maik
; …
- In:
Electronic markets : EM ; the international journal of …
32
(
2022
)
4
,
pp. 2491-2505
Persistent link: https://www.econbiz.de/10013556744
Saved in:
5
"From fail to prevail" : how a salesperson's communication sentiment influences consumer forgiveness in service failures focusing on the role of consumer self-construal
Luo, Jieqiong
;
Yoo, Je Eun
;
Park, Jeong Eun
- In:
Journal of global scholars of marketing science : …
34
(
2024
)
2
,
pp. 231-252
Persistent link: https://www.econbiz.de/10014511630
Saved in:
6
Toward a framework for perceived yuanfen in the accommodation service encounter : a grounded theory study
Tang, Xiangjie
;
Fong, Lawrence Hoc Nang
;
So, Amy Siu Ian
- In:
International journal of contemporary hospitality management
36
(
2024
)
1
,
pp. 155-181
Persistent link: https://www.econbiz.de/10014483406
Saved in:
7
Service mega-disruptions : a conceptual model and research agenda
Vredenburg, Jessica
;
Kapitan, Sommer
;
Jang, Sharon
- In:
The journal of services marketing
38
(
2024
)
1
,
pp. 131-144
Persistent link: https://www.econbiz.de/10014473598
Saved in:
8
Other customers' service failure and recovery encounters : a qualitative exploration
Gupta, Niharika
;
Verma, Harsh V.
- In:
Asia-Pacific journal of business administration
16
(
2024
)
1
,
pp. 148-169
Persistent link: https://www.econbiz.de/10014455620
Saved in:
9
Empathic accuracy in artificial intelligence service recovery
Xu, Xing'an
;
Wen, Najuan
;
Liu, Juan
- In:
Tourism review
79
(
2024
)
5
,
pp. 1058-1075
Persistent link: https://www.econbiz.de/10015049402
Saved in:
10
"Give me an upgrade or I will give you a bad review!" : investigating customer threats in the hospitality industry
Boukis, Achilleas
;
Harris, Lloyd C.
;
Koritos, Christos D.
- In:
Tourism management : research, policies, practice
104
(
2024
),
pp. 1-11
Persistent link: https://www.econbiz.de/10015052203
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