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Journal of service research : JSR
Ilmenauer Schriften zur Betriebswirtschaftslehre
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A meta-analysis of organizational complaint handling and customer responses
Gelbrich, Katja
;
Roschk, Holger
- In:
Journal of service research : JSR
14
(
2011
)
1
,
pp. 24-43
Persistent link: https://www.econbiz.de/10008826888
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Identifying appropriate compensation types for service failures : a meta-analytic and experimental analysis
Roschk, Holger
;
Gelbrich, Katja
- In:
Journal of service research : JSR
17
(
2014
)
2
,
pp. 195-211
Persistent link: https://www.econbiz.de/10010356813
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