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~subject:"Complaint management"
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Warranty and maintenance
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Complaint management
Customer service
3,469
Instandhaltung
3,154
Kundenservice
3,076
Maintenance policy
2,726
Theorie
1,374
Theory
1,364
Service quality
1,236
Relationship marketing
1,207
Beziehungsmarketing
1,199
Dienstleistungsqualität
1,180
Customer satisfaction
1,074
Kundenzufriedenheit
1,022
Consumer behaviour
907
Konsumentenverhalten
895
Deutschland
610
Garantie
587
Warranty
520
Germany
516
Scheduling problem
438
Scheduling-Verfahren
438
USA
422
Qualitätsmanagement
412
Quality management
390
United States
387
Beschwerdemanagement
372
Dienstleistungssektor
302
Service industry
292
Kundendienst
271
Dienstleistung
214
Supply chain
212
Mathematical programming
207
Lieferkette
206
Mathematische Optimierung
206
Emotion
198
Maintenance
191
Retail trade
190
Einzelhandel
187
Product quality
175
Lagerhaltungsmodell
173
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Undetermined
187
Free
41
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Article
322
Book / Working Paper
48
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308
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308
Aufsatz im Buch
14
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14
Hochschulschrift
12
Graue Literatur
7
Non-commercial literature
7
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7
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6
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6
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4
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4
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3
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3
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2
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2
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2
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2
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2
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2
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2
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2
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2
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2
Accompanied by computer file
1
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1
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1
Elektronischer Datenträger als Beilage
1
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1
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1
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Language
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English
339
German
31
Author
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Van Vaerenbergh, Yves
7
Gelbrich, Katja
6
Stauss, Bernd
6
MacQuilken, Lisa
5
Mattila, Anna S.
5
Halperin, Basil
4
Ho, Benjamin
4
List, John A.
4
Muir, Ian
4
Seidel, Wolfgang
4
Shin, Hyunju
4
Tsarenko, Yelena
4
Baker, Melissa A.
3
Casidy, Riza
3
Chen, Jing
3
Edvardsson, Bo
3
Gruber, Thorsten
3
Grégoire, Yany
3
Gäthke, Jana
3
Hogreve, Jens
3
Larivière, Bart
3
Robertson, Nichola
3
Roschk, Holger
3
Rui, Huaxia
3
Sharifi, Seyed Shahin
3
Tronvoll, Bård
3
Xu, Xing'an
3
Xu, Yingzi
3
Abosag, Ibrahim
2
Anwar, Sohail
2
Azab, Carol
2
Bauer, Hans H.
2
Berbel-Pineda, Juan M.
2
Bernt, Dana
2
Bijmolt, Tammo H. A.
2
Boshoff, Christo
2
Breazeale, Michael
2
Béal, Mathieu
2
Cambra-Fierro, Jesús
2
Campbell, Colin L.
2
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National Bureau of Economic Research
1
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Journal of business research : JBR
20
International journal of hospitality management
17
The journal of services marketing
15
Journal of retailing and consumer services
11
Journal of service research : JSR
8
Journal of service theory and practice
8
Journal of retailing
7
Psychology & marketing
7
The service industries journal
7
Journal of service research
6
International journal of contemporary hospitality management
5
International journal of quality and service sciences
5
Journal of hospitality marketing & management
5
Journal of the Academy of Marketing Science
5
Managing service quality : MSQ ; an international journal
5
Marketing letters : a journal of research in marketing
5
Services marketing quarterly
5
Business horizons
4
International journal of operations & production management : IJOPM ; the official journal of the European Operations Management Association, EUROMA
4
Journal of service management
4
Management science : journal of the Institute for Operations Research and the Management Sciences
4
Gabler Edition Wissenschaft
3
Ilmenauer Schriften zur Betriebswirtschaftslehre
3
International journal of business information systems : IJBIS
3
International journal of production economics
3
International journal of services, economics and management
3
Journal of hospitality & tourism research : JHTR ; the professional journal of the Council on Hotel, Restaurant, and Institutional Education
3
Journal of service theory and practice : JSTP
3
Service business
3
Asia Pacific journal of marketing and logistics
2
Asia-Pacific journal of business administration
2
Cogent business & management
2
Customer Relationship Management : neue CRM-Best-Practice-Fallstudien und -Konzepte zu Prozessen, Organisation, Mitarbeiterführung und Technologie
2
European journal of marketing
2
European journal of marketing : EJM
2
International journal of consumer studies
2
International journal of electronic commerce : IJEC
2
International journal of services and operations management
2
Journal for global business advancement : JGBA
2
Journal of air transport management
2
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ECONIS (ZBW)
370
Showing
1
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10
of
370
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1
Customer intentions to ivoke service guarantees : do excellence in service recovery, type of guarantee and cultural orientation matter?
Van Vaerenbergh, Yves
;
De Keyser, Arne
;
Larivière, Bart
- In:
Managing service quality : MSQ ; an international journal
24
(
2014
)
1
,
pp. 45-62
Persistent link: https://www.econbiz.de/10010252064
Saved in:
2
Kulanzmanagement in der Kfz-Industrie
Eggert, Axel
-
2002
Persistent link: https://www.econbiz.de/10001672657
Saved in:
3
Return policies, market outcomes, and consumer welfare
Chesnokova, Tatyana
- In:
The Canadian journal of economics
40
(
2007
)
1
,
pp. 296-316
Persistent link: https://www.econbiz.de/10003445553
Saved in:
4
Die Bedeutung von Kaufgewährleistungsansprüchen für das Reklamationsverhalten von Konsumenten und die Reputation des Produzenten: verhaltenspsychologische Erklärungsansätze und emp...
Standop, Dirk
;
Grunwald, Guido
-
2008
Persistent link: https://www.econbiz.de/10003673690
Saved in:
5
Mit Dienstleistungsgarantien zur Service Excellence
Fließ, Sabine
;
Hogreve, Jens
- In:
Service Excellence als Impulsgeber : Strategien - …
,
(pp. 235-254)
.
2007
Persistent link: https://www.econbiz.de/10003595918
Saved in:
6
Ist eine Panne eine Chance für die Automobilindustrie? : Value-Added Recovery-Services als Instrument zur Steigerung der Kundenzufriedenheit
Bauer, Hans H.
;
Donnevert, Tobias
;
Hettenbach, Marc
-
2006
Persistent link: https://www.econbiz.de/10003395408
Saved in:
7
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:
8
Service guarantee as a recovery strategy : the impact of guarantee terms on perceived justice and firm motives
Crisafulli, Benedetta
;
Singh, Jaywant
- In:
Journal of service management
27
(
2016
)
2
,
pp. 117-143
Persistent link: https://www.econbiz.de/10011564670
Saved in:
9
Opportunistic customer claiming during service recovery
Wirtz, Jochen
;
McColl-Kennedy, Janet R.
- In:
Journal of the Academy of Marketing Science
38
(
2010
)
5
,
pp. 654-675
Persistent link: https://www.econbiz.de/10008747760
Saved in:
10
An empirical test of
warranty
theories in the US computer server and automobile markets
Chu, Junhong
;
Chintagunta, Pradeep K.
- In:
Journal of marketing
75
(
2011
)
2
,
pp. 75-92
Persistent link: https://www.econbiz.de/10008935842
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