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~subject:"Beschwerdemanagement"
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Beschwerdemanagement
Consumer behaviour
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Service quality
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Voorhees, Clay M.
5
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International journal of physical distribution and logistics management
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Journal of business research : JBR
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Journal of the Academy of Marketing Science
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ECONIS (ZBW)
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One firm’s loss is another’s gain : capitalizing on other firms’ service failures
Allen, Alexis M.
;
Brady, Michael K.
;
Robinson, Stacey G.
; …
- In:
Journal of the Academy of Marketing Science
43
(
2015
)
5
,
pp. 648-662
Persistent link: https://www.econbiz.de/10011340264
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2
Engaging the avatar : the effects of authenticity signals during chat-based service recoveries
Esmark Jones, Carol L.
;
Hancock, Tyler
;
Kazandjian, Brett
; …
- In:
Journal of business research : JBR
144
(
2022
),
pp. 703-716
Persistent link: https://www.econbiz.de/10013185032
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3
Thirty years of service failure and recovery research : thematic development and future research opportunities from a social network perspective
Liu, Dong
;
Zhao, Yanhui
;
Wang, Guocai
;
Schrock, Wyatt A.
; …
- In:
Journal of service research
27
(
2024
)
2
,
pp. 268-282
Persistent link: https://www.econbiz.de/10014580436
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4
Information search and product returns across mobile and traditional online channels
Zhang, Yufei
;
Voorhees, Clay M.
;
Chen, Lin
;
Chiang, Jeongwen
- In:
Journal of retailing
98
(
2022
)
2
,
pp. 260-276
Persistent link: https://www.econbiz.de/10013364282
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5
The effect of perceptions of justice in returns on satisfaction and attitudes toward the retailer
Jones, Angela L.
;
Miller, Jason
;
Whipple, Judith M.
; …
- In:
International journal of physical distribution and …
54
(
2024
)
1
,
pp. 40-60
Persistent link: https://www.econbiz.de/10014466376
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