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91
Aussagen der Attributionstheorie zur Relevanz von Schuld unter Berücksichtigung der Kultur in Anbieter-Nachfrager-Beziehungen
Zhu, Yajing
-
2010
Persistent link: https://www.econbiz.de/10008903190
Saved in:
92
State of the Art zum Nachbeschwerdeverhalten
Gelbrich, Katja
;
Roschk, Holger
-
2007
Kontextvariablen offen. Auf Basis der Ergebnisse werden Handlungsempfehlungen für ein effektives
Beschwerdemanagement
gegeben und …
Persistent link: https://www.econbiz.de/10003613702
Saved in:
93
Ein Review zum Beschwerdeverhalten: State-of-the Art und künftige Forschungsfragen
Roschk, Holger
;
Gelbrich, Katja
;
Bernt, Dana
-
2008
Basis der Ergebnisse werden Handlungsempfehlungen für ein effektives
Beschwerdemanagement
gegeben und Vorschläge für die …
Persistent link: https://www.econbiz.de/10003708592
Saved in:
94
Other-customer failure : effects of perceived employee effort and compensation on complainer and non-complainer service evaluations
Huang, Wen Hsien
- In:
Journal of service management
21
(
2010
)
2
,
pp. 191-211
Persistent link: https://www.econbiz.de/10003987098
Saved in:
95
The impact of process recovery communication on customer satisfaction, repurchase intentions, and word-of-mouth intentions
Van Vaerenbergh, Yves
;
Larivière, Bart
;
Vermeir, Iris
- In:
Journal of service research : JSR
15
(
2012
)
3
,
pp. 262-279
Persistent link: https://www.econbiz.de/10009578293
Saved in:
96
Ein Review zum Beschwerdeverhalten: State-of-the Art und künftige Forschungsfragen
Roschk, Holger
;
Gelbrich, Katja
;
Bernt, Dana
-
2008
Basis der Ergebnisse werden Handlungsempfehlungen für ein effektives
Beschwerdemanagement
gegeben und Vorschläge für die …
Persistent link: https://www.econbiz.de/10009505981
Saved in:
97
State of the Art zum Nachbeschwerdeverhalten
Gelbrich, Katja
;
Roschk, Holger
-
2007
Kontextvariablen offen. Auf Basis der Ergebnisse werden Handlungsempfehlungen für ein effektives
Beschwerdemanagement
gegeben und …
Persistent link: https://www.econbiz.de/10009506018
Saved in:
98
The effects of service failures and recovery on customer loyalty in e-services : an empirical investigation
Sousa, Rui
;
Voss, Christopher A.
- In:
International journal of operations & production …
29
(
2009
)
8
,
pp. 834-864
Persistent link: https://www.econbiz.de/10009523754
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99
Consumer reaction to service failure and recovery : the moderating role of attitude toward complaining
Matos, Celso Augusto de
;
Rossi, Carlos Alberto Vargas
; …
- In:
The journal of services marketing
23
(
2009
)
7
,
pp. 462-475
Persistent link: https://www.econbiz.de/10009525711
Saved in:
100
Why didn't it work out? : the effects of attributions on the efficacy of recovery strategies
Iglesias Argu͏̈elles, Víctor
;
Varela-Neira, Conceptión
- In:
Journal of service theory and practice : JSTP
25
(
2015
)
6
,
pp. 700-724
Persistent link: https://www.econbiz.de/10011392207
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