Zur Notwendigkeit eines Follow Up-Beschwerdemanagements
暂无分享,去创建一个
[1] Christian Homburg,et al. How Organizational Complaint Handling Drives Customer Loyalty: An Analysis of the Mechanistic and the Organic Approach , 2005 .
[2] Celso Augusto de Matos,et al. Service Recovery Paradox: A Meta-Analysis , 2007 .
[3] A. Martín,et al. Analysis of the role of complaint management in the context of relationship marketing , 2010 .
[4] Wolfgang Seidel,et al. Beschwerdemanagement: Kundenbeziehungen erfolgreich managen durch Customer Care , 2007 .
[5] B. Stauss,et al. Evidenz-Controlling im Beschwerdemanagement-Ein Ansatz zur Abschätzung des „Verärgerungs-Eisbergs“ , 2005 .
[6] Cristiane Pizzutti,et al. Effect of Recovery Efforts on Consumer Trust and Loyalty in E-Tail: A Contingency Model , 2010, Int. J. Electron. Commer..
[7] James G. Maxham,et al. A Longitudinal Study of Complaining Customers' Evaluations of Multiple Service Failures and Recovery Efforts , 2002 .
[8] Ruth N. Bolton,et al. An Experimental Investigation of Customer Reactions to Service Failure and Recovery Encounters , 1998 .
[9] Stefan Michel,et al. The service recovery paradox: true but overrated? , 2008 .
[10] Stephen S. Tax,et al. Customer Evaluations of Service Complaint Experiences: Implications for Relationship Marketing , 1998 .
[11] Christian Homburg,et al. On the importance of complaint handling design: a multi-level analysis of the impact in specific complaint situations , 2010 .
[12] Sara Valentini,et al. A meta-analysis of satisfaction with complaint handling in services , 2010 .
[13] Stefan Michel. Analyzing service failures and recoveries: a process approach , 2001 .