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Beschwerdemanagement im B2B-Sektor: Replikation und Erweiterung
Brock, Christian; Blut, Markus; Evanschitzky, Heiner; … - In: Die Betriebswirtschaft : DBW 70 (2010) 1, pp. 27-41
Persistent link: https://www.econbiz.de/10003929430
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Kundenbindung von Noncomplainern : neue Aspekte des Beschwerdemanagement
Brock, Christian; Blut, Markus; Evanschitzky, Heiner; … - In: Kundenmanagement, (pp. 57-76). 2011
Persistent link: https://www.econbiz.de/10009008212
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Will you tolerate this? : the impact of affective commitment on complaint intention and postrecovery behavior
Evanschitzky, Heiner; Brock, Christian; Blut, Markus - In: Journal of service research : JSR 14 (2011) 4, pp. 410-425
Persistent link: https://www.econbiz.de/10009491362
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Aligning employee service recovery performance with brand values : the role of brand-specific leadership
Khanyapuss Punjaisri; Evanschitzky, Heiner; Rudd, John - In: Journal of marketing management : MM 29 (2013) 9/10, pp. 981-1006
Persistent link: https://www.econbiz.de/10010194421
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Satisfaction with complaint handling : a replication study on its determinants in a business-to-business context
Brock, Christian; Blut, Markus; Evanschitzky, Heiner; … - In: International journal of research in marketing : IJRM ; … 30 (2013) 3, pp. 319-322
Persistent link: https://www.econbiz.de/10009779946