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Customer satisfaction
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1,174
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1,133
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1,040
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1,025
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1,005
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975
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Han, Heesup
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Billio, Monica
39
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37
Mittal, Vikas
36
Stauss, Bernd
36
Aksoy, Lerzan
35
Siu, Tak Kuen
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Gustafsson, Anders
32
Wong, IpKin Anthony
31
Dijk, Herman K. van
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Mandjes, Michel
29
Ringle, Christian M.
29
Söderlund, Magnus
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Bruhn, Manfred
28
Guidolin, Massimo
28
Gupta, Rangan
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Huber, Frank
28
Sharma, Piyush
28
Usman, Osly
28
Whitt, Ward
28
Gil Saura, Irene
27
Koster, René de
27
Roy, Debjit
27
Shahin, Arash
27
Stachurski, John
27
Tsionas, Efthymios G.
27
Zha, Tao
27
Evanschitzky, Heiner
26
Greenstein, Shane M.
26
Prayag, Girish
26
Prybutok, Victor R.
26
Roschk, Holger
26
Bauwens, Luc
25
Gelbrich, Katja
25
Prentice, Catherine
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National Bureau of Economic Research
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Springer Fachmedien Wiesbaden
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HAL
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Verlag Dr. Kovač
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Ekonomiska forskningsinstitutet <Stockholm>
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Books on Demand GmbH <Norderstedt>
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Federal Reserve Bank of St. Louis
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Nomos Verlagsgesellschaft
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Tilburg University, Center for Economic Research
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Economics Institute for Research (SIR), Handelshögskolan i Stockholm
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Erasmus Research Institute of Management (ERIM), ERIM is the joint research institute of the Rotterdam School of Management, Erasmus University and the Erasmus School of Economics (ESE) at Erasmus University Rotterdam.
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Erasmus Research Institute of Management (ERIM), Erasmus Universiteit Rotterdam
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Total quality management & business excellence : an official journal of the European Society for Organisational Excellence
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Operations research letters
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International journal of contemporary hospitality management
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International journal of production economics
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Discussion paper / Tinbergen Institute
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Journal of econometrics
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SpringerLink / Bücher
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Computers & operations research : and their applications to problems of world concern ; an international journal
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European Journal of Marketing
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Mathematics of operations research
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Services marketing quarterly
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Cogent business & management
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International Journal of Bank Marketing
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Journal of service research : JSR
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Journal of travel research : a quarterly publication of the Travel and Tourism Research Association
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Journal of air transport management
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Mathematical methods of operations research
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Journal of hospitality & tourism research : JHTR ; the professional journal of the Council on Hotel, Restaurant, and Institutional Education
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Psychology & marketing
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International journal of business information systems : IJBIS
89
The TQM journal : the international review of organizational improvement
89
Asia Pacific journal of marketing and logistics
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International journal of productivity and quality management : IJPQM
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Journal of the Academy of Marketing Science
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RePEc
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EconStor
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BASE
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31
Future research direction for customer satisfaction in relation to complaint handling and service recovery in e-commerce
Kumari, Parveen
;
Kumar, Satinder
- In:
International journal of electronic customer …
12
(
2020
)
3
,
pp. 191-204
Persistent link: https://www.econbiz.de/10012509217
Saved in:
32
Service failure magnitude and paradox : a banking perspective
Singhal, Shuchi
;
Krishna, Anupam
;
Lazarus, Davis
- In:
Journal of relationship marketing : innovations & …
12
(
2013
)
3
,
pp. 191-203
Persistent link: https://www.econbiz.de/10010209887
Saved in:
33
Quantifying the dynamic effects of service recovery on customer satisfaction : evidence from Chinese mobile phone markets
Fang, Zheng
;
Luo, Xueming
;
Jiang, Minghua
- In:
Journal of service research : JSR
16
(
2013
)
3
,
pp. 341-355
Persistent link: https://www.econbiz.de/10009782132
Saved in:
34
Turning complaining customers into loyal customers: moderators of the complaint handling-customer loyalty relationship
Morgeson, Forrest V., III.
;
Hult, G. Tomas M.
;
Mithas, Sunil
- In:
Journal of marketing
84
(
2020
)
5
,
pp. 79-99
Persistent link: https://www.econbiz.de/10012271494
Saved in:
35
Customers experience and problem resolutions in retail banking : some empirical evidence from Italian banking
Malinconico, Antonella
;
Fuccio, Nathalie
- In:
International journal of financial innovation in …
1
(
2016
)
1/2
,
pp. 109-126
Persistent link: https://www.econbiz.de/10011668563
Saved in:
36
Frontline problem-solving effectiveness : a dynamic analysis of verbal and nonverbal cues
Marinova, Detelina
;
Singh, Sunil K.
;
Singh, Jagdip
- In:
Journal of marketing research : JMR
55
(
2018
)
2
,
pp. 178-192
Persistent link: https://www.econbiz.de/10011844990
Saved in:
37
Understanding guest tolerance and the role of cultural familiarity in hotel service failures
Trianasari, Nana
;
Butcher, Ken
;
Sparks, Beverley
- In:
Journal of hospitality marketing & management
27
(
2018
)
1
,
pp. 21-40
Persistent link: https://www.econbiz.de/10011848315
Saved in:
38
Which communities complain to policymakers? : evidence from consumer sentinel
Raval, Devesh
-
2018
Persistent link: https://www.econbiz.de/10011936004
Saved in:
39
Receiving, recording, and responding to customer complaints : the effects of formalizing customer complaint handling policies in retail firms
Shooshtari, Nader H.
;
Stan, Simona
;
Clouse, Shawn F.
- In:
Services marketing quarterly
39
(
2018
)
3
,
pp. 225-239
Persistent link: https://www.econbiz.de/10011940195
Saved in:
40
The impact of service recovery output/process on customer satisfaction and loyalty : the case of the airline industry
Etemad-Sajadi, Reza
;
Bohrer, Laura
- In:
Tourism and hospitality research : THR
19
(
2019
)
2
,
pp. 259-266
Persistent link: https://www.econbiz.de/10012165672
Saved in:
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