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63
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Gravelle, Hugh
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Edvardsson, Bo
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Sharma, Piyush
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Sparks, Beverley
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Wong, IpKin Anthony
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Huber, Frank
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Gelbrich, Katja
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McColl-Kennedy, Janet R.
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Walsh, Gianfranco
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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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International journal of hospitality management
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Journal of business research : JBR
453
The service industries journal
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Journal of Services Marketing
310
The journal of services marketing
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Total quality management & business excellence : an official journal of the European Society for Organisational Excellence
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Tourism management : research, policies, practice
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International Journal of Bank Marketing
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International journal of productivity and quality management : IJPQM
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Service business
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International Journal of Contemporary Hospitality Management
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European Journal of Marketing
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Journal of service management
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Discussion paper series / IZA
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International journal of quality & reliability management
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International journal of quality and service sciences
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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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Journal of travel research : a quarterly publication of the Travel and Tourism Research Association
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CESifo working papers
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Industrial marketing management : the international journal for industrial and high-tech firms
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International Journal of Quality & Reliability Management
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BASE
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Showing
1
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10
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date (oldest first)
1
Antiservice as guiding maxim : tough lessons from a maximum security prison
Hill, Ronald Paul
;
Capella, Michael L.
;
Rapp, Justine M.
; …
- In:
Journal of service research : JSR
19
(
2016
)
1
,
pp. 57-71
Persistent link: https://www.econbiz.de/10011433173
Saved in:
2
Is service recovery of equal importance for private vs public complainers?
Béal, Mathieu
;
Suri, Anshu
;
Nguyen, Nguyen
;
Grégoire, Yany
- In:
Journal of business research : JBR
153
(
2022
),
pp. 392-400
Persistent link: https://www.econbiz.de/10013534061
Saved in:
3
When public services fail : a research agenda on public service failure
Walle, Steven van de
- In:
Journal of service management
27
(
2016
)
5
,
pp. 831-846
Persistent link: https://www.econbiz.de/10011553217
Saved in:
4
Money for nothing : the impact of compensation on customers' bad-mouthing in service recovery encounters
Arsenovic, Jasenko
;
Edvardsson, Bo
;
Otterbring, Tobias
; …
- In:
Marketing letters : a journal of research in marketing
34
(
2023
)
1
,
pp. 69-82
Persistent link: https://www.econbiz.de/10014265992
Saved in:
5
Post-service recovery customer satisfaction in Indian retail banking : a qualitative perspective
Mandal, Pratap Chandra
- In:
International journal of financial services management …
8
(
2015
)
1
,
pp. 1-17
Persistent link: https://www.econbiz.de/10011407241
Saved in:
6
The effects of service recovery on customer satisfaction and customer loyalty in banks
Maamari, Bassem E.
;
Wasfi, Hummam S. A.
- In:
International journal of technology marketing : IJTMkt
14
(
2020
)
4
,
pp. 403-424
Persistent link: https://www.econbiz.de/10012534250
Saved in:
7
The dark side of customer co-creation : exploring the consequences of failed co-created services
Heidenreich, Sven
;
Wittkowski, Kristina
;
Handrich, Matthias
- In:
Journal of the Academy of Marketing Science
43
(
2015
)
3
,
pp. 279-296
Persistent link: https://www.econbiz.de/10011287133
Saved in:
8
Effectiveness of recovery actions on deviant customer behavior : the moderating role of gender
Huey Chern Boo
;
Mattila, Anna S.
;
Tan, Ching Yeng
- In:
International journal of hospitality management
35
(
2013
),
pp. 180-192
Persistent link: https://www.econbiz.de/10010225814
Saved in:
9
Spatially dispersed employee recovery : an airline case study
Hvass, Kristian A.
;
Torfadóttir, Embla
- In:
Journal of air transport management
34
(
2014
),
pp. 65-69
Persistent link: https://www.econbiz.de/10010244601
Saved in:
10
Service recovery's impact on customers next-in-line
Van Vaerenbergh, Yves
;
Vermeir, Iris
;
Larivière, Bart
- In:
Managing service quality : MSQ ; an international journal
23
(
2013
)
6
,
pp. 495-512
Persistent link: https://www.econbiz.de/10010202243
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