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Service failure
Beziehungsmarketing
17
Complaint management
17
Customer satisfaction
17
Kundenzufriedenheit
17
Relationship marketing
17
Beschwerdemanagement
16
Dienstleistungsqualität
14
Service quality
14
Consumer behaviour
12
Konsumentenverhalten
12
B-to-B-Marketing
8
Business-to-business marketing
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Lieferantenmanagement
8
Social Web
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Social web
8
Supplier relationship management
8
service recovery
6
Brand management
5
Innovation
5
Innovation management
5
Innovationsmanagement
5
Internet marketing
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Markenführung
5
Online-Marketing
5
Service recovery
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Social media
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USA
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United States
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Customer revenge
4
Firm performance
4
Salespeople
4
Unternehmenserfolg
4
Verkaufspersonal
4
Brand extension
3
Brand image
3
Corporate Social Responsibility
3
Corporate social responsibility
3
Crisis management
3
Customer service
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English
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Grégoire, Yany
4
Suri, Anshu
2
Sénécal, Sylvain
2
Béal, Mathieu
1
Ghadami, Fateme
1
Joireman, Jeffrey
1
Khamitov, Mansur
1
Laporte, Sandra
1
Larocque, Denis
1
Legoux, Renaud
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Nguyen, Nguyen
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Radanielina-Hita, Marie-Louise
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Rotman, Jeffrey D.
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Tripp, Thomas M.
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Journal of the Academy of Marketing Science
2
Journal of business ethics : JOBE
1
Journal of business research : JBR
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ECONIS (ZBW)
4
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1
A systematic review of brand transgression, service failure recovery and product-harm crisis : integration and guiding insights
Khamitov, Mansur
;
Grégoire, Yany
;
Suri, Anshu
- In:
Journal of the Academy of Marketing Science
48
(
2020
)
3
,
pp. 519-542
Persistent link: https://www.econbiz.de/10012290970
Saved in:
2
How can firms stop customer revenge? : the effects of direct and indirect revenge on post-complaint responses
Grégoire, Yany
;
Ghadami, Fateme
;
Laporte, Sandra
; …
- In:
Journal of the Academy of Marketing Science
46
(
2018
)
6
,
pp. 1052-1071
Persistent link: https://www.econbiz.de/10011951624
Saved in:
3
What do online complainers want? : an examination of the justice motivations and the moral implications of vigilante and reparation schemas
Grégoire, Yany
;
Legoux, Renaud
;
Tripp, Thomas M.
; …
- In:
Journal of business ethics : JOBE
160
(
2019
)
1
,
pp. 167-188
Persistent link: https://www.econbiz.de/10012121284
Saved in:
4
Is service recovery of equal importance for private vs public complainers?
Béal, Mathieu
;
Suri, Anshu
;
Nguyen, Nguyen
;
Grégoire, Yany
- In:
Journal of business research : JBR
153
(
2022
),
pp. 392-400
Persistent link: https://www.econbiz.de/10013534061
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