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Toward an Understanding of the Economics of Apologies : Evidence from a Large-Scale Natural Field Experiment
Halperin, Basil - 2019
We use a theory of apologies to design a nationwide field experiment involving 1.5 million Uber ridesharing consumers …
Persistent link: https://www.econbiz.de/10012479628
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Toward an understanding of the economics of apologies : evidence from a large-scale natural field experiment
Halperin, Basil; Ho, Benjamin; List, John A.; Muir, Ian - 2019
Persistent link: https://www.econbiz.de/10012005768
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Dissatisfaction after service failures as a realized transaction risk : customer opportunism as a function of external and internal rewards
Khantimirov, Denis; Karande, Kiran; Ford, John B. - In: Journal of retailing and consumer services 52 (2020), pp. 1-9
Persistent link: https://www.econbiz.de/10012132180
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Service failure and problems : internal marketing solutions for facing the future
Paul, Justin; Sahadev, Sunil - In: Journal of retailing and consumer services 40 (2018), pp. 304-311
Persistent link: https://www.econbiz.de/10011801993
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Managing negative reviews : the persuasive role of webcare characteristics
Ghosh, Tathagata - In: Journal of internet commerce 16 (2017) 2, pp. 148-173
Persistent link: https://www.econbiz.de/10011804469
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Kundenbindungssysteme für Kreditinstitute : der Zusammenhang von Kundenorientierung, Dienstleistungsqualität und Beschwerdemanagement
Richter-Mundani, Stefan - 1999
Persistent link: https://www.econbiz.de/10000168439
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Steigerung der Dienstleistungsqualität mit Electronic-Banking : Kundenorientierung am Beispiel sächsischer Genossenschaftsbanken
Eusterbrock, Claudia - 1999
Persistent link: https://www.econbiz.de/10000679755
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Strategische Planung im Beschwerdemanagement
Mende, Martin - 2006 - 1. Aufl.
Persistent link: https://www.econbiz.de/10003359352
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Towards a new model of "customer compliance" service provision
Kasabov, Edward; Warlow, Alex J. - In: European journal of marketing : EJM 44 (2010) 6, pp. 700-729
Persistent link: https://www.econbiz.de/10003989114
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Qualitäts- und Beschwerdemanagement im Privatkundengeschäft
Ackermann, Anja-Susan - In: Kundenzufriedenheit und Kundenbindung : Strategien und …, (pp. 455-472). 1998
Persistent link: https://www.econbiz.de/10001305176