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Causes for complaining behaviour intentions : the moderator effect of previous customer experience of the restaurant
Moliner Velázquez, Beatriz; Fuentes Blasco, María; … - In: The journal of services marketing 24 (2010) 7, pp. 532-545
Persistent link: https://www.econbiz.de/10008749967
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Understanding the role of complaint handling on consumer loyalty in service relationships
Rothenberger, Sandra; Grewal, Dhruv; Iyer, Gopalkrishnan R. - In: Journal of relationship marketing : innovations & … 7 (2008) 4, pp. 359-376
Persistent link: https://www.econbiz.de/10003807761
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The regulatory fit effect of persuasive message on service recovery satisfaction
Wu, Couchen; Weng, Ying-chieh - In: Journal of international marketing and marketing research 34 (2009) 3, pp. 141-150
Persistent link: https://www.econbiz.de/10003887304
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On the importance of complaint handling design : a multi-level analysis of the impact in specific complaint situations
Homburg, Christian; Fürst, Andreas; Koschate, Nicole - 2009
Persistent link: https://www.econbiz.de/10003932817
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On the importance of complaint handling design : a multi-level analysis of the impact in specific complaint situations
Homburg, Christian; Fürst, Andreas; Koschate, Nicole - In: Journal of the Academy of Marketing Science 38 (2010) 3, pp. 265-287
Persistent link: https://www.econbiz.de/10003986008
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An empirical investigation of service recovery in e-retailing : an operations management perspective
Zhang, Min; Dai, Xujing; He, Zhen - In: Journal of service theory and practice : JSTP 25 (2015) 3, pp. 348-367
Persistent link: https://www.econbiz.de/10011305994
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Beschwerdemanagement für Dienstleister
Balderjahn, Ingo - 1996
Persistent link: https://www.econbiz.de/10000967026
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Who is talking, who is listening? : service recovery through online customer-to-customer interactions
Xu, Yingzi; Yap, Sheau-Fen; Hyde, Kenneth F. - In: Marketing intelligence & planning 34 (2016) 3, pp. 421-443
Persistent link: https://www.econbiz.de/10011571115
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A customer-dominant logic on service recovery and customer satisfaction
Cheung, Fung Yi Millissa; To, Wai Ming - In: Management decision : MD 54 (2016) 10, pp. 2524-2543
Persistent link: https://www.econbiz.de/10011579689
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The effects of online incivility and consumer-to-consumer interactional justice on complainants, observers, and service providers during social media service recovery
Bacile, Todd J.; Wolter, Jeremy S.; Allen, Alexis M.; … - In: Journal of interactive marketing : a quarterly … 44 (2018), pp. 60-81
Persistent link: https://www.econbiz.de/10011949553