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isPartOf:"Omega : the international journal of management science"
~isPartOf:"International journal of production economics"
~isPartOf:"Journal of service research : JSR"
~type_genre:"Aufsatz in Zeitschrift"
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Search: subject_exact:"Customer complaints"
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Beschwerdemanagement
44
Complaint management
44
Dienstleistungsqualität
23
Service quality
23
Consumer behaviour
19
Customer satisfaction
19
Konsumentenverhalten
19
Kundenzufriedenheit
19
Beziehungsmarketing
17
Relationship marketing
17
Customer service
11
Kundenservice
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service recovery
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service failure
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anger
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satisfaction
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Competition
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Fraud
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Game theory
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Aufsatz in Zeitschrift
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44
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English
44
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Chen, Jing
3
Gelbrich, Katja
3
Tsarenko, Yelena
3
Brady, Michael K.
2
Larivière, Bart
2
McColl-Kennedy, Janet R.
2
Patterson, Paul G.
2
Roschk, Holger
2
Van Vaerenbergh, Yves
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Vermeir, Iris
2
Walsh, Gianfranco
2
Akturk, M. Serkan
1
Albrecht, Arne Keno
1
Amorim, Marlene
1
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1
Bearden, William O.
1
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1
Blut, Markus
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Boshoff, Christo
1
Brock, Christian
1
Capella, Michael L.
1
Casidy, Riza
1
Chang, Hung-chi
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Chen, Bintong
1
Chen, Youhua
1
Cheng, T. C. E.
1
Demirag, Ozgun Caliskan
1
Diamantopoulos, Adamantios
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Dong, Beibei
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Dose, David
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Du, Jiangang
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Dye, Chung-yuan
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Evans, Kenneth R.
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Evanschitzky, Heiner
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Fan, Xiucheng
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1
Feng, Tianjun
1
Gabbott, Mark
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Gentlemen, Gramercy
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Omega : the international journal of management science
International journal of production economics
Journal of service research : JSR
Journal of business research : JBR
71
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
The service industries journal
27
International journal of contemporary hospitality management
20
Journal of the Academy of Marketing Science
20
Service business
20
Psychology & marketing
16
European journal of marketing : EJM
15
Journal of retailing
15
Journal of service research
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 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
Journal of strategic marketing
8
Journal of travel and tourism marketing
8
Tourism management : research, policies, practice
8
Cogent business & management
7
Marketing intelligence & planning
7
Total quality management & business excellence : an official journal of the European Society for Organisational Excellence
7
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
6
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ECONIS (ZBW)
44
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44
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date (oldest first)
1
Lenient vs. stringent returns policies in the presence of fraudulent returns : the role of customers' fairness perceptions
Chen, Jing
;
Yu, Bo
;
Chen, Bintong
;
Liu, Zhuojun
- In:
Omega : the international journal of management science
117
(
2023
),
pp. 1-16
Persistent link: https://www.econbiz.de/10014281849
Saved in:
2
The impact of online reviews in the presence of customer returns
Sun, Miao
;
Chen, Jing
;
Tian, Ye
;
Yan, Yufei
- In:
International journal of production economics
232
(
2021
),
pp. 1-13
Persistent link: https://www.econbiz.de/10012495550
Saved in:
3
Examining consumer complaints from an on-demand service platform
Yan, Nina
;
Xu, Xun
;
Tong, Tingting
;
Huang, Liujia
- In:
International journal of production economics
237
(
2021
),
pp. 1-10
Persistent link: https://www.econbiz.de/10012607202
Saved in:
4
Managing consumer returns with technology-enabled countermeasures
Akturk, M. Serkan
;
Ketzenberg, Michael
;
Yıldız, Barış
- In:
Omega : the international journal of management science
102
(
2021
),
pp. 1-26
Persistent link: https://www.econbiz.de/10012514498
Saved in:
5
Money-back guarantee in the presence of strategic customer behavior
Huang, Zongsheng
;
Huang, Lingchen
;
Zhao, Yingxue
;
Meng, …
- In:
International journal of production economics
239
(
2021
),
pp. 1-14
Persistent link: https://www.econbiz.de/10012648792
Saved in:
6
Managing customer returns strategy with the option of selling returned products
Xing, Wan
;
Li, Dan
;
Chen, Jing
;
Lei, Yongqin
- In:
International journal of production economics
230
(
2020
),
pp. 1-14
Persistent link: https://www.econbiz.de/10012388481
Saved in:
7
Omnichannel retailers' return policy strategies in the presence of competition
Jin, Delong
;
Demirag, Ozgun Caliskan
;
Chen, Youhua
; …
- In:
International journal of production economics
225
(
2020
),
pp. 1-14
Persistent link: https://www.econbiz.de/10012293898
Saved in:
8
Multichannel service failure and recovery in a O2O era : a qualitative multi-method research in the banking services industry
Reis, João
;
Amorim, Marlene
;
Melão, Nuno
- In:
International journal of production economics
215
(
2019
),
pp. 24-33
Persistent link: https://www.econbiz.de/10012036645
Saved in:
9
Businesses beware : consumer immoral retaliation in response to perceived moral violations by companies
Loureiro, Yuliya Komarova
;
Haws, Kelly L.
;
Bearden, …
- In:
Journal of service research : JSR
21
(
2018
)
2
,
pp. 184-200
Persistent link: https://www.econbiz.de/10011855788
Saved in:
10
A customer scorned : effects of employee reprimands in frontline service encounters
Pugh, Harrison B.
;
Brady, Michael K.
;
Hopkins, Lucas M.
- In:
Journal of service research : JSR
21
(
2018
)
2
,
pp. 219-234
Persistent link: https://www.econbiz.de/10011855801
Saved in:
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