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Why service recovery fails: Te...
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Dienstleistung
17
Marketing
13
Production management
13
Prozessmanagement
13
Produktionswirtschaft
12
Theorie
12
Theory
12
Business process management
11
Dienstleistungsmanagement
11
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11
Beziehungsmarketing
10
Consumer behaviour
10
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10
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10
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10
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10
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10
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10
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10
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9
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Human Resource Management
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122
English
111
German
27
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Johnston, Robert
129
Michel, Stefan
56
Bowen, David
41
Bowen, David E.
27
Slack, Nigel
16
Johnston, Robert B.
11
Chambers, Stuart
10
Clark, Graham
9
Mattsson, Jan
6
Oberholzer Michel, Karin
6
Staughton, Roy
6
Brandon-Jones, Alistair
5
Hutchinson, Mark C.
5
Javidan, Mansour
5
Millett, Bruce
5
Pongatichat, Panupak
5
Schneider, Benjamin
5
Brown, Stephen W.
4
Brown, Stephen Walter
4
Gallan, Andrew S.
4
Maklan, Stan
4
Pifko, Clarisse
4
Schumann, Jan Hendrik
4
Sundbo, Jon
4
Wirtz, Jochen
4
Betts, Alan
3
Cunliffe, Melissa
3
Edvardsson, Bo
3
Fitzgerald, Lin
3
Ince, Teresa
3
Jüttner, Uta
3
Knox, Simon
3
Kong, Xiangyu
3
Kreuzer, Michael
3
Kühn, Richard
3
O'Sullivan, Niall
3
Pfäffli, Patrick
3
Rahim, Md. Mahbubur
3
Ranjan, Kumar Rakesh
3
Read, Stuart
3
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Institute of Transportation Studies (ITS), University of California-Davis
3
Banque Bruxelles-Lambert / Service Arts
1
Federal Reserve Bank of San Francisco
1
Gesellschaft für Ökologische Kommunikation mbH
1
Institute for Transportation Studies (ITS), University of California-Berkeley
1
London Business School
1
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International journal of operations & production management : IJOPM ; the official journal of the European Operations Management Association, EUROMA
12
Tourism management : research, policies, practice
11
International journal of service industry management : IJSIM
10
The service industries journal
10
FRBSF Economic Letter
8
Journal of service management
8
Managing service quality : MSQ ; an international journal
7
Environmental & Resource Economics
6
Harvard-Business-Manager : das Wissen der Besten
4
Journal of the Academy of Marketing Science
4
The Service Industries Journal
4
The international journal of productivity and performance management : IJPPM
4
Harvard business review : HBR
3
Institute of Transportation Studies, Working Paper Series
3
Journal of service research : JSR
3
The Academy of Management review : AMR
3
Thunderbird international business review
3
Always learning
2
Business strategy review
2
Die Betriebswirtschaft : DBW
2
Economic Review
2
European quality : the official journal of the European Organization for Quality
2
INFORMS journal on computing : JOC
2
Industrial marketing management : the international journal for industrial and high-tech firms
2
Information systems and e-business management : ISeB
2
Journal of business research : JBR
2
Journal of travel research : a quarterly publication of the Travel and Tourism Research Association
2
Management today
2
Marketing Review St. Gallen : die neue Thexis-Marketingfachzeitschrift für Theorie und Praxis
2
Marketing review St. Gallen : Marketingfachzeitschrift für Theorie & Praxis
2
Organizational dynamics : a quarterly review of organizational behavior for professional managers
2
Service business : an international journal
2
The Executive : an Academy of Management Publication
2
The International economy : the magazine of international economic policy
2
The future academic community; continuity and change
2
The journal of supply chain management : a global review of purchasing and supply
2
The journal of trading
2
AMS review : official publication of the Academy of Marketing Science
1
Academy of Management perspectives : AMP
1
Betriebswirtschaftslehre
1
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ECONIS (ZBW)
111
OLC EcoSci
85
RePEc
32
USB Cologne (EcoSocSci)
24
BASE
8
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1
Why service recovery fails: Tensions among customer, employee, and process perspectives
Michel, Stefan
;
Bowen, David
;
Johnston, Robert
- In:
Journal of service management
20
(
2009
)
3
,
pp. 253-273
Persistent link: https://www.econbiz.de/10008374516
Saved in:
2
Three outcomes of service recovery: Customer recovery, process recovery and employee recovery
Johnston, Robert
;
Michel, Stefan
- In:
International journal of operations & production …
28
(
2008
)
1-2
,
pp. 79-105
Persistent link: https://www.econbiz.de/10007979164
Saved in:
3
Prosuming-Marketing : Konzeption und Anwendung
Michel, Stefan
-
1996
Persistent link: https://www.econbiz.de/10000612218
Saved in:
4
Service Recovery nach E-Servicefehlern
Michel, Stefan
- In:
Electronic Services
,
(pp. 321-340)
.
2002
Persistent link: https://www.econbiz.de/10001652826
Saved in:
5
Qualitätsunterschiede zwischen Dienstleistungen und Eigenleistungen (Prosuming) als Herausforderung für Dienstleister
Michel, Stefan
- In:
Dienstleistungsqualität : Konzepte - Methoden - Erfahrungen
,
(pp. 71-86)
.
2000
Persistent link: https://www.econbiz.de/10001470234
Saved in:
6
Beschaffung von Dienstleistungen
Michel, Stefan
- In:
Handbuch Beschaffung : Strategien, Methoden, Umsetzung
,
(pp. 525-536)
.
2003
Persistent link: https://www.econbiz.de/10003141820
Saved in:
7
Fleisch fürs Klima : ein neuer Blick auf Artenschutz, Tierhaltung und nachhaltige Ernährung
Michel, Stefan
-
2023
Persistent link: https://www.econbiz.de/10013435355
Saved in:
8
Shaking the iron universe : British industry in the 1980s
Bowen, David E.
-
1990
Persistent link: https://www.econbiz.de/10000800565
Saved in:
9
Consumer thoughts, actions, and feelings from within the service experience
Bowen, David
- In:
The service industries journal
28
(
2008
)
9/10
,
pp. 1513-1528
Persistent link: https://www.econbiz.de/10003802525
Saved in:
10
Operations : from factory to service management
Johnston, Robert
-
2003
Persistent link: https://www.econbiz.de/10001797855
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