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isPartOf:"Journal of the Academy of Marketing Science"
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Search: subject_exact:"Customer complaints"
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Beschwerdemanagement
20
Complaint management
20
Dienstleistungsqualität
15
Service quality
15
Customer satisfaction
11
Kundenzufriedenheit
11
Beziehungsmarketing
8
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8
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Grégoire, Yany
4
Sénécal, Sylvain
2
Allen, Alexis M.
1
Ashworth, Laurence
1
Baker, Thomas L.
1
Bilstein, Nicola
1
Bonifield, Carolyn
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Borah, Sourav Bikash
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Brady, Michael K.
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Chan, Kimmy Wa
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Cole, Catherine A.
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Darke, Peter R.
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Falk, Tomas
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Gelbrich, Katja
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Heidenreich, Sven
1
Heijden, Gielis A. H. van der
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Hogreve, Jens
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Homburg, Christian
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Johnen, Marius
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Johnson, James D.
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Khamitov, Mansur
1
Koschate, Nicole
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Lam, Wing
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Laporte, Sandra
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Larocque, Denis
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Laufer, Daniel
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Legoux, Renaud
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Main, Kelley J.
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Mandl, Leonhard
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McColl-Kennedy, Janet R.
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Meyer, Tracy
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Mikolon, Sven
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Nijssen, E. J.
1
Ordanini, Andrea
1
Orsingher, Chiara
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Prakhya, Srinivas
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Journal of the Academy of Marketing Science
Journal of business research : JBR
69
International journal of hospitality management
55
Journal of retailing and consumer services
43
The journal of services marketing
43
Journal of hospitality marketing & management
31
Journal of service research : JSR
31
The service industries journal
27
International journal of contemporary hospitality management
20
Service business
20
Psychology & marketing
16
European journal of marketing : EJM
15
Journal of retailing
15
Journal of service management
14
Managing service quality : MSQ ; an international journal
14
Journal of hospitality & tourism research : JHTR ; the professional journal of the Council on Hotel, Restaurant, and Institutional Education
13
Services marketing quarterly
13
Journal of air transport management
12
Journal of consumer behaviour : an international research review
12
Journal of marketing
12
Marketing letters : a journal of research in marketing
12
International journal of consumer studies
11
Journal of service research
11
Journal of marketing management : MM
10
International journal of quality and service sciences
9
Journal of service theory and practice
9
Journal of service theory and practice : JSTP
9
Asia Pacific journal of marketing and logistics
8
Business horizons
8
International journal of production economics
8
Journal of strategic marketing
8
Journal of travel and tourism marketing
8
Tourism management : research, policies, practice
8
Marketing intelligence & planning
7
Total quality management & business excellence : an official journal of the European Society for Organisational Excellence
7
Cogent business & management
6
Industrial marketing management : the international journal for industrial and high-tech firms
6
International journal of services and operations management
6
Journal of international consumer marketing
6
Management science : journal of the Institute for Operations Research and the Management Sciences
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ECONIS (ZBW)
20
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1
Leveraging service recovery strategies to reduce customer churn in an emerging market
Borah, Sourav Bikash
;
Prakhya, Srinivas
;
Sharma, Amalesh
- In:
Journal of the Academy of Marketing Science
48
(
2020
)
5
,
pp. 848-868
Persistent link: https://www.econbiz.de/10012301271
Saved in:
2
A systematic review of brand transgression, service failure recovery and product-harm crisis : integration and guiding insights
Khamitov, Mansur
;
Grégoire, Yany
;
Suri, Anshu
- In:
Journal of the Academy of Marketing Science
48
(
2020
)
3
,
pp. 519-542
Persistent link: https://www.econbiz.de/10012290970
Saved in:
3
When pushing back is good : the effectiveness of brand responses to social media complaints
Johnen, Marius
;
Schnittka, Oliver
- In:
Journal of the Academy of Marketing Science
47
(
2019
)
5
,
pp. 858-878
Persistent link: https://www.econbiz.de/10012107337
Saved in:
4
How can firms stop customer revenge? : the effects of direct and indirect revenge on post-complaint responses
Grégoire, Yany
;
Ghadami, Fateme
;
Laporte, Sandra
; …
- In:
Journal of the Academy of Marketing Science
46
(
2018
)
6
,
pp. 1052-1071
Persistent link: https://www.econbiz.de/10011951624
Saved in:
5
Service crisis recovery and firm performance : insights from information breach announcements
Rasoulian, Shahin
;
Grégoire, Yany
;
Legoux, Renaud
; …
- In:
Journal of the Academy of Marketing Science
45
(
2017
)
6
,
pp. 789-806
Persistent link: https://www.econbiz.de/10011779515
Saved in:
6
Unveiling the recovery time zone of tolerance : when time matters in service recovery
Hogreve, Jens
;
Bilstein, Nicola
;
Mandl, Leonhard
- In:
Journal of the Academy of Marketing Science
45
(
2017
)
6
,
pp. 866-883
Persistent link: https://www.econbiz.de/10011779540
Saved in:
7
Don't try harder : using customer inoculation to build resistance against service failures
Mikolon, Sven
;
Quaiser, Benjamin
;
Wieseke, Jan
- In:
Journal of the Academy of Marketing Science
43
(
2015
)
4
,
pp. 512-527
Persistent link: https://www.econbiz.de/10011306301
Saved in:
8
One firm’s loss is another’s gain : capitalizing on other firms’ service failures
Allen, Alexis M.
;
Brady, Michael K.
;
Robinson, Stacey G.
; …
- In:
Journal of the Academy of Marketing Science
43
(
2015
)
5
,
pp. 648-662
Persistent link: https://www.econbiz.de/10011340264
Saved in:
9
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:
10
Don't just fix it, make it better! : using frontline service employees to improve recovery performance
Heijden, Gielis A. H. van der
;
Schepers, Jeroen J. L.
; …
- In:
Journal of the Academy of Marketing Science
41
(
2013
)
5
,
pp. 515-530
Persistent link: https://www.econbiz.de/10010126691
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