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~subject:"Beschwerdemanagement"
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Beschwerdemanagement
Consumer behaviour
17
Konsumentenverhalten
17
Customer satisfaction
13
Kundenzufriedenheit
13
Beziehungsmarketing
11
Relationship marketing
11
Complaint management
10
Service quality
10
Dienstleistungsqualität
9
Spain
9
Spanien
9
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8
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5
Retail trade
5
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4
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4
Brand management
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E-commerce
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Electronic Commerce
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Lieferantenmanagement
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Markenführung
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Reisevermittler
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Service failure
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Viral marketing
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Virales Marketing
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2
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English
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Vázquez Casielles, Rodolfo
9
Iglesias Argu͏̈elles, Víctor
5
Varela Neira, Concepción
5
Suárez-Álvarez, Leticia
2
Díaz Martín, Ana María
1
Díaz-Martin, Ana Maria
1
Díaz-Martín, Ana Maria
1
Iglesias, Víctor
1
Martín, Ana Maria Díaz
1
Río-Lanza, Ana Belén del
1
Santos Vijande, María Leticia
1
Suárez Álvarez, Leticia
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Advances in tourism destination marketing
1
European journal of marketing : EJM
1
Journal of financial services marketing : JFSM
1
Journal of marketing management : MM
1
Journal of service management
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Journal of service theory and practice : JSTP
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ECONIS (ZBW)
10
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1
An integrated service recovery system (ISRS) : influence of knowledge-intensive business services performance
Santos Vijande, María Leticia
;
Díaz-Martin, Ana Maria
; …
- In:
European journal of marketing : EJM
47
(
2013
)
5/6
,
pp. 934-963
Persistent link: https://www.econbiz.de/10009763943
Saved in:
2
Effects of complaint management on loyalty versus probability of ending relationship
Suárez-Álvarez, Leticia
;
Díaz-Martín, Ana Maria
; …
- In:
Advances in tourism destination marketing
,
(pp. 244-254)
.
2010
Persistent link: https://www.econbiz.de/10003997867
Saved in:
3
Explaining customer satisfaction with complaint handling
Varela Neira, Concepción
;
Vázquez Casielles, Rodolfo
; …
- In:
The international journal of bank marketing : IJBM
28
(
2010
)
2
,
pp. 88-112
Persistent link: https://www.econbiz.de/10008696425
Saved in:
4
Perceived justice of service recovery strategies : impact on customer satisfaction and quality relationship
Vázquez Casielles, Rodolfo
;
Álvarez, Leticia Suárez
; …
- In:
Psychology & marketing
27
(
2010
)
5
,
pp. 487-509
Persistent link: https://www.econbiz.de/10003972422
Saved in:
5
Analysis of the role of complaint management in the context of relationship marketing
Suárez Álvarez, Leticia
;
Vázquez Casielles, Rodolfo
; …
- In:
Journal of marketing management : MM
27
(
2011
)
1/2
,
pp. 143-164
Persistent link: https://www.econbiz.de/10008841666
Saved in:
6
Lack of preferential treatment : effects on dissatisfaction after a service failure
Varela Neira, Concepción
;
Vázquez Casielles, Rodolfo
; …
- In:
Journal of service management
21
(
2010
)
1
,
pp. 45-68
Persistent link: https://www.econbiz.de/10003964392
Saved in:
7
Service recovery, satisfaction and behaviour intentions : analysis of compensation and social comparison communication strategies
Vázquez Casielles, Rodolfo
;
Iglesias Argu͏̈elles, Víctor
- In:
The service industries journal
32
(
2012
)
1/2
,
pp. 83-103
Persistent link: https://www.econbiz.de/10009427705
Saved in:
8
Why didn't it work out? : the effects of attributions on the efficacy of recovery strategies
Iglesias Argu͏̈elles, Víctor
;
Varela-Neira, Conceptión
- In:
Journal of service theory and practice : JSTP
25
(
2015
)
6
,
pp. 700-724
Persistent link: https://www.econbiz.de/10011392207
Saved in:
9
The effects of customer age and recovery strategies in a service failure setting
Varela Neira, Concepción
;
Vázquez Casielles, Rodolfo
; …
- In:
Journal of financial services marketing : JFSM
15
(
2010/11
)
1
,
pp. 32-48
Persistent link: https://www.econbiz.de/10009562579
Saved in:
10
Co-creation and service recovery process communication : effects on satisfaction, repurchase intentions, and word of mouth
Vázquez Casielles, Rodolfo
;
Iglesias Argu͏̈elles, Víctor
- In:
Service business
11
(
2017
)
2
,
pp. 321-343
Persistent link: https://www.econbiz.de/10011732372
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