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~subject:"Beschwerdemanagement"
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Beschwerdemanagement
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Dienstleistungsmanagement und Social Media : Potenziale, Strategien und Instrumente
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Service Excellence als Impulsgeber : Strategien - Management - Innovationen - Branchen ; Bernd Stauss zum 60. Geburtstag
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ECONIS (ZBW)
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Mit Dienstleistungsgarantien zur Service Excellence
Fließ, Sabine
;
Hogreve, Jens
- In:
Service Excellence als Impulsgeber : Strategien - …
,
(pp. 235-254)
.
2007
Persistent link: https://www.econbiz.de/10003595918
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2
When the whole world is listening : an exploratory investigation of individual complaints on social media platforms
Hogreve, Jens
;
Eller, Tönnjes Freerk
;
Firmhofer, Nikola
- In:
Dienstleistungsmanagement und Social Media : …
,
(pp. 515-540)
.
2013
Persistent link: https://www.econbiz.de/10009756193
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3
Service recovery on stage : effects of social media recovery on virtually present others
Hogreve, Jens
;
Bilstein, Nicola
;
Hörner, Kathrin Brigitte
- In:
Journal of service research
22
(
2019
)
4
,
pp. 421-439
Persistent link: https://www.econbiz.de/10012128049
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4
Understanding money-back guarantees : cognitive, affective, and behavioral outcomes
Suwelack, Thomas
;
Hogreve, Jens
;
Hoyer, Wayne D.
- In:
Journal of retailing
87
(
2011
)
4
,
pp. 462-478
Persistent link: https://www.econbiz.de/10009423196
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5
Buffering effects of brand community identification in service failures : the role of customer citizenship behaviors
Mandl, Leonhard
;
Hogreve, Jens
- In:
Journal of business research : JBR
107
(
2020
),
pp. 130-137
Persistent link: https://www.econbiz.de/10012156727
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6
Unveiling the recovery time zone of tolerance : when time matters in service recovery
Hogreve, Jens
;
Bilstein, Nicola
;
Mandl, Leonhard
- In:
Journal of the Academy of Marketing Science
45
(
2017
)
6
,
pp. 866-883
Persistent link: https://www.econbiz.de/10011779540
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