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~subject:"Beschwerdemanagement"
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Beschwerdemanagement
Consumer behaviour
62
Relationship marketing
56
Beziehungsmarketing
55
Konsumentenverhalten
55
Service quality
55
Dienstleistungsqualität
52
Customer satisfaction
41
Services
33
Kundenzufriedenheit
32
Innovation
30
Dienstleistung
29
Customer experience
27
Dienstleistungssektor
27
Service industry
27
Kundenintegration
22
Sweden
22
Customer integration
21
Schweden
21
Service-dominant logic
20
Service innovation
18
Service-Dominant Logic
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Betriebliche Wertschöpfung
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Value creation
17
Innovationsmanagement
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Innovation management
14
Dienstleistungsinnovation
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Dienstleistungsmarketing
11
Services marketing
11
Corporate Social Responsibility
10
Corporate social responsibility
10
Customer service
10
Dienstleistungsmanagement
10
Kundenservice
10
Nachhaltige Entwicklung
10
Service management
10
Sustainable development
10
Complaint management
9
Customer value
9
Internet marketing
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Edvardsson, Bo
7
Tronvoll, Bård
5
Arsenovic, Jasenko
2
Kandampully, Jay
2
Slåtten, Terje
2
Svari, Sander
2
Svensson, Göran
2
Xu, Yingzi
2
De Keyser, Arne
1
Gruber, Thorsten
1
Höykinpuro, Ritva
1
MacQuilken, Lisa
1
Marshall, Roger
1
Otterbring, Tobias
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Proença, João F.
1
Robertson, Nichola
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Soares, Raquel Reis
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Zhang, Ting Ting
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Journal of service management
2
Managing service quality : MSQ ; an international journal
2
Journal of business research : JBR
1
Journal of consumer behaviour : an international research review
1
Marketing letters : a journal of research in marketing
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The journal of services marketing
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ECONIS (ZBW)
9
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1
Consumer complaints and recovery through guaranteeing self-service technology
Robertson, Nichola
;
MacQuilken, Lisa
;
Kandampully, Jay
- In:
Journal of consumer behaviour : an international …
11
(
2012
)
1
,
pp. 21-30
Persistent link: https://www.econbiz.de/10009508885
Saved in:
2
Why are Generation Y consumers the most likely to complain and repurchase?
Soares, Raquel Reis
;
Zhang, Ting Ting
;
Proença, João F.
; …
- In:
Journal of service management
28
(
2017
)
3
,
pp. 520-540
Persistent link: https://www.econbiz.de/10011758761
Saved in:
3
A DIP-construct of perceived justice in negative service encounters and complaint handling in the Norwegian tourism industry
Svari, Sander
;
Svensson, Göran
;
Slåtten, Terje
; …
- In:
Managing service quality : MSQ ; an international journal
20
(
2010
)
1
,
pp. 26-45
Persistent link: https://www.econbiz.de/10003940603
Saved in:
4
Complex service recovery processes : how to avoid triple deviation
Edvardsson, Bo
;
Tronvoll, Bård
;
Höykinpuro, Ritva
- In:
Managing service quality : MSQ ; an international journal
21
(
2011
)
4
,
pp. 331-349
Persistent link: https://www.econbiz.de/10009266595
Saved in:
5
Show you care : initiating co-creation in service recovery
Xu, Yingzi
;
Marshall, Roger
;
Edvardsson, Bo
;
Tronvoll, Bård
- In:
Journal of service management
25
(
2014
)
3
,
pp. 369-387
Persistent link: https://www.econbiz.de/10010384971
Saved in:
6
Recovering service failure through resource integration
Xu, Yingzi
;
Tronvoll, Bård
;
Edvardsson, Bo
- In:
The service industries journal
34
(
2014
)
16
,
pp. 1253-1271
Persistent link: https://www.econbiz.de/10010492121
Saved in:
7
A SOS construct of negative emotions in customers' service experience (CSE) and service recovery by firms (SRF)
Svari, Sander
;
Slåtten, Terje
;
Svensson, Göran
; …
- In:
The journal of services marketing
25
(
2011
)
5
,
pp. 323-335
Persistent link: https://www.econbiz.de/10009272255
Saved in:
8
Justice (is not the same) for all : the role of relationship activity for post-recovery outcomes
Arsenovic, Jasenko
;
De Keyser, Arne
;
Edvardsson, Bo
; …
- In:
Journal of business research : JBR
134
(
2021
),
pp. 342-351
Persistent link: https://www.econbiz.de/10012643777
Saved in:
9
Money for nothing : the impact of compensation on customers' bad-mouthing in service recovery encounters
Arsenovic, Jasenko
;
Edvardsson, Bo
;
Otterbring, Tobias
; …
- In:
Marketing letters : a journal of research in marketing
34
(
2023
)
1
,
pp. 69-82
Persistent link: https://www.econbiz.de/10014265992
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