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Proactive handling of flight overbooking : how to reduce negative eWOM and the costs of bumping customers
Nazifi, Amin
;
Gelbrich, Katja
;
Grégoire, Yany
;
Koch, …
- In:
Journal of service research
24
(
2021
)
2
,
pp. 206-225
Persistent link: https://www.econbiz.de/10012522525
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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
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