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Search: subject:"complaint handling"
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Beschwerdemanagement
37
Complaint management
37
Beziehungsmarketing
30
Relationship marketing
30
Customer satisfaction
27
Kundenzufriedenheit
26
complaint handling
19
Complaint handling
18
Service quality
18
Dienstleistungsqualität
17
Consumer behaviour
16
Konsumentenverhalten
15
Customer service
13
Kundenservice
12
Justice
11
Gerechtigkeit
8
Social Web
7
Social web
7
Confidence
5
Service failure
5
Vertrauen
5
complaint-handling
5
service failure
5
Emotion
4
Satisfaction with complaint handling
4
Service recovery
4
customer satisfaction
4
loyalty
4
politeness
4
service recovery
4
Bank
3
Brand management
3
Customer engagement
3
Customer integration
3
Ethics
3
Kundenintegration
3
Markenführung
3
Mobile communications
3
Mobilkommunikation
3
Satisfaction
3
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Undetermined
34
Free
17
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Article
48
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Article in journal
40
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English
50
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5
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1
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Schwab, Pierre-Nicolas
6
Cambra-Fierro, Jesus
3
Awa, Hart Okorie
2
Chalmers, Sally
2
Cobb Walgren, Cathy
2
Davidow, Moshe
2
Gill, Chris
2
Igwe, Sunny R.
2
Melero-Polo, Iguacel
2
Nwobu, Chigbo A.
2
Rothenberger, Sandra
2
Sesé, F. Javier
2
Williams, Jane
2
Abbasi, Amir Zaib
1
Abosag, Ibrahim
1
Agnihotri, Durgesh
1
Ali, Faizan
1
Allen, Alexis M.
1
Anholon, Rosley
1
Anwar, Sohail
1
Bacile, Todd J.
1
Badawi, Badawi
1
Bali, Zsofia
1
Bashir, Shahid
1
Blut, Markus
1
Brennan, Carol
1
Brock, Christian
1
Burstyner, Naomi
1
COUSSEMENT, K.
1
Cambra-Fierro, Jesús
1
Chan, Hubert
1
Charlesworth, Sara
1
Chih, Wen-Hai
1
Choraria, Sapna
1
Chtourou, Anis
1
Claye-Puaux, Sophie
1
Clouse, Shawn F.
1
Comprix, Joseph
1
Dao Cam Thuy
1
De Clerck, Bernard
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Centre Emile Bernheim, Solvay Brussels School of Economics and Management
3
Asian Development Bank
1
Asian Development Bank (ADB)
1
Faculteit Economie en Bedrijfskunde, Universiteit Gent
1
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CEB working paper / Université Libre de Bruxelles, Solvay Brussels School of Economics and Management, Centre Emile Bernheim
3
Working Papers CEB
3
Cogent Business & Management
2
Cogent business & management
2
International journal of consumer studies
2
Journal of creating value
2
Journal of interactive marketing : a quarterly publication from the Direct Marketing Educational Foundation
2
Journal of retailing and consumer services
2
Marketing intelligence & planning
2
Service business
2
ADB Reports
1
Asia-Pacific journal of business administration
1
Business Strategy Series
1
European management journal
1
Global journal of business research : GJBR
1
International Journal of Bank Marketing
1
International journal of business communication : IJBC ; a publication of the Association of Business Communication
1
International journal of business governance and ethics : IJBGE
1
International journal of innovation science
1
International journal of research in marketing : IJRM ; official journal of the European Marketing Academy
1
International journal of services, economics and management
1
Journal for global business advancement : JGBA
1
Journal of Asian finance, economics and business : JAFEB
1
Journal of Business Ethics
1
Journal of Services Marketing
1
Journal of business research : JBR
1
Journal of financial services marketing : JFSM
1
Journal of marketing
1
Journal of marketing research : JMR
1
Journal of retailing
1
Marketing Intelligence & Planning
1
Marketing letters : a journal of research in marketing
1
Revue Gestion 2000 : management & prospective
1
Services marketing quarterly
1
The international journal of bank marketing : IJBM
1
The international journal of human resource management
1
The international journal of productivity and performance management
1
Total quality management & business excellence
1
Total quality management & business excellence : an official journal of the European Society for Organisational Excellence
1
Vision : the journal of business perspective
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ECONIS (ZBW)
43
RePEc
6
Other ZBW resources
5
EconStor
2
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Online
complaint
handling
: a text analytics-based classification framework
Yelkenci, Birce Dobrucalı
;
Özdağoğlu, Güzin
; …
- In:
Marketing intelligence & planning
41
(
2023
)
5
,
pp. 557-573
Persistent link: https://www.econbiz.de/10014313058
Saved in:
12
What drives customer engagement after a service failure? : the moderating role of customer trust
Honora, Andreawan
;
Chih, Wen-Hai
;
Ortiz, Jaime
- In:
International journal of consumer studies
47
(
2023
)
5
,
pp. 1714-1732
Persistent link: https://www.econbiz.de/10014335594
Saved in:
13
The impact of employee empathy on brand trust in organizational complaint response emails : a closer look at linguistic realization
Van Herck, Rebecca
;
Decock, Sofie
;
De Clerck, Bernard
; …
- In:
International journal of business communication : IJBC …
60
(
2023
)
4
,
pp. 1220-1266
Persistent link: https://www.econbiz.de/10014365724
Saved in:
14
Would you forgive me? : from perceived justice and
complaint
handling
to customer forgiveness and brand credibility-symmetrical and asymmetrical perspectives
Ali, Faizan
;
El-Manstrly, Dahlia
;
Ghazanfar Ali Abbasi
- In:
Journal of business research : JBR
166
(
2023
),
pp. 1-15
Persistent link: https://www.econbiz.de/10014368203
Saved in:
15
Counteracting value destruction
Davidow, Moshe
- In:
Journal of creating value
6
(
2020
)
1
,
pp. 86-96
Persistent link: https://www.econbiz.de/10014580429
Saved in:
16
Customers' emotions in service failure and recovery : a meta-analysis
Valentini, Sara
;
Orsingher, Chiara
;
Polyakova, Alexandra
- In:
Marketing letters : a journal of research in marketing
31
(
2020
)
2/3
,
pp. 199-216
Persistent link: https://www.econbiz.de/10012301451
Saved in:
17
Emergence of social media as new normal during COVID-19 pandemic : a study on innovative
complaint
handling
procedures in the context of banking industry
Agnihotri, Durgesh
;
Kulshreshtha, Kushagra
;
Tripathi, Vikas
- In:
International journal of innovation science
14
(
2022
)
3/4
,
pp. 405-427
Persistent link: https://www.econbiz.de/10013375150
Saved in:
18
Influence of consumer complaints handling on consumer satisfaction in dairy milk processors in Kenya
Kabare, Ndung'u
;
Mwangi, Anne Wairimu
;
Wanjau, Kenneth
-
2019
Persistent link: https://www.econbiz.de/10012144453
Saved in:
19
Benefits from the standardisation of the complaint management system
Phabmixay, Chanthaly S.
;
Rodríguez-Escudero, Ana Isabel
; …
- In:
Total quality management & business excellence
32
(
2021
)
7
,
pp. 737-757
Persistent link: https://www.econbiz.de/10012513922
Saved in:
20
Complaint publicization in social media
Golmohammadi, Alireza
;
Havakhor, Taha
;
Gauri, Dinesh Kumar
- In:
Journal of marketing
85
(
2021
)
6
,
pp. 1-23
Persistent link: https://www.econbiz.de/10012662135
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