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~person:"Larivière, Bart"
~person:"Walsh, Gianfranco"
~subject:"Kundenservice"
~subject:"Service recovery"
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Kundenservice
Service recovery
Beziehungsmarketing
39
Relationship marketing
39
Consumer behaviour
20
Konsumentenverhalten
20
Customer satisfaction
15
Kundenzufriedenheit
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Larivière, Bart
Walsh, Gianfranco
Stauss, Bernd
10
Hinterhuber, Hans H.
8
Barnes, Donald C.
7
Gustafsson, Anders
7
Helmke, Stefan
7
Beatty, Sharon E.
6
Mattila, Anna S.
6
Van Vaerenbergh, Yves
6
Collier, Joel E.
5
Gouthier, Matthias
5
Lucas, Robert W.
5
Shin, Hyunju
5
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4
Bruhn, Manfred
4
Cai, Ruiying
4
Dagger, Tracey S.
4
Dangelmaier, Wilhelm
4
Edvardsson, Bo
4
Georgiev, Marin
4
Matzler, Kurt
4
Piccoli, Gabriele
4
Seidel, Wolfgang
4
Sirianni, Nancy J.
4
Terziev, Venelin
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Angerer, Thomas
3
Bayón, Tomás
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Bell, Chip R.
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Brown, Tom
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Büttgen, Marion
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Chaker, Nawar N.
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Cheung, Fung Yi Millissa
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Chiguvi, Douglas
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Coenen, Christian
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Ferraro, Carla
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Flavián Blanco, Carlos
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Frei, Frances X.
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Journal of service research
2
Managing service quality : MSQ ; an international journal
2
Harvard-Business-Manager : das Wissen der Besten
1
International journal of research in marketing : IJRM ; official journal of the European Marketing Academy
1
International journal of retail & distribution management
1
Journal of business research : JBR
1
Journal of the Academy of Marketing Science
1
Psychology & marketing
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ECONIS (ZBW)
10
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1
Customer ethnic bias in service encounters
Linzmajer, Marc
;
Brach, Simon
;
Walsh, Gianfranco
; …
- In:
Journal of service research
23
(
2020
)
2
,
pp. 194-210
Persistent link: https://www.econbiz.de/10012216633
Saved in:
2
The effect of compensation size on recovery satisfaction after group service failures: the role of group versus individual service recovery
Albrecht, Arne Keno
;
Schäfers, Tobias
;
Walsh, Gianfranco
; …
- In:
Journal of service research
22
(
2019
)
1
,
pp. 60-74
Persistent link: https://www.econbiz.de/10012005769
Saved in:
3
"Service Encounter 2.0" : an investigation into the roles of technology, employees and customers
Larivière, Bart
;
Bowen, David E.
;
Andreassen, Tor W.
; …
- In:
Journal of business research : JBR
79
(
2017
),
pp. 238-246
Persistent link: https://www.econbiz.de/10011745302
Saved in:
4
The influence of service employees and other customers on customer unfriendliness : a social norms perspective
Albrecht, Arne Keno
;
Walsh, Gianfranco
;
Brach, Simon
; …
- In:
Journal of the Academy of Marketing Science
45
(
2017
)
6
,
pp. 827-847
Persistent link: https://www.econbiz.de/10011779535
Saved in:
5
Service recovery's impact on customers next-in-line
Van Vaerenbergh, Yves
;
Vermeir, Iris
;
Larivière, Bart
- In:
Managing service quality : MSQ ; an international journal
23
(
2013
)
6
,
pp. 495-512
Persistent link: https://www.econbiz.de/10010202243
Saved in:
6
Customer intentions to ivoke service guarantees : do excellence in service recovery, type of guarantee and cultural orientation matter?
Van Vaerenbergh, Yves
;
De Keyser, Arne
;
Larivière, Bart
- In:
Managing service quality : MSQ ; an international journal
24
(
2014
)
1
,
pp. 45-62
Persistent link: https://www.econbiz.de/10010252064
Saved in:
7
Family allowances as reverse retail discrimination
Rosenbaum, Mark S.
;
Walsh, Gianfranco
;
Wozniak, Richard
- In:
International journal of retail & distribution management
40
(
2012
)
5
,
pp. 342-359
Persistent link: https://www.econbiz.de/10009568099
Saved in:
8
Wider den Retouren-Wahnsinn
Walsh, Gianfranco
;
Möhring, Michael
- In:
Harvard-Business-Manager : das Wissen der Besten
37
(
2015
)
3
,
pp. 6-10
Persistent link: https://www.econbiz.de/10010489524
Saved in:
9
The smarter, the better?! : customer well-being, engagement, and perceptions in smart service systems
Henkens, Bieke
;
Verleye, Katrien
;
Larivière, Bart
- In:
International journal of research in marketing : IJRM ; …
38
(
2021
)
2
,
pp. 425-447
Persistent link: https://www.econbiz.de/10012591054
Saved in:
10
Digital presence in service recovery : the interactive effect of customer salutations and employee photographs in email signatures
Walsh, Gianfranco
;
Shiu, Edward
;
Schaarschmidt, Mario
; …
- In:
Psychology & marketing
39
(
2022
)
12
,
pp. 2361-2383
Persistent link: https://www.econbiz.de/10013465198
Saved in:
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