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~subject:"Complaint management"
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Complaint management
Consumer behaviour
17
Konsumentenverhalten
17
Customer satisfaction
12
Kundenzufriedenheit
12
Beziehungsmarketing
11
Relationship marketing
11
Service quality
9
Beschwerdemanagement
8
Dienstleistungsqualität
8
Emotion
8
Spain
7
Spanien
7
Einzelhandel
5
Retail trade
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Online retailing
4
Online-Handel
4
E-commerce
3
Electronic Commerce
3
Experiment
3
Lieferantenmanagement
3
Reisevermittler
3
Supplier relationship management
3
Theorie
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Theory
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Travel agency
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3
Virales Marketing
3
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Dienstleistungsmarketing
2
Emotions
2
Markenartikel
2
Markenführung
2
Preiselastizität
2
Price elasticity
2
Retail
2
Service failure
2
Services marketing
2
Showrooming
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English
8
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Vázquez Casielles, Rodolfo
8
Iglesias Argu͏̈elles, Víctor
5
Varela Neira, Concepción
5
Díaz Martín, Ana María
1
Díaz-Martín, Ana Maria
1
Iglesias, Víctor
1
Suárez Álvarez, Leticia
1
Suárez-Álvarez, Leticia
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Varela-Neira, Conceptión
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Advances in tourism destination marketing
1
Journal of financial services marketing : JFSM
1
Journal of marketing management : MM
1
Journal of service management
1
Journal of service theory and practice : JSTP
1
Service business
1
The international journal of bank marketing : IJBM
1
The service industries journal
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ECONIS (ZBW)
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1
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:
2
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:
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
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:
5
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:
6
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:
7
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:
8
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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