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isPartOf:"Omega : the international journal of management science"
~isPartOf:"Journal of air transport management"
~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
48
Complaint management
48
Dienstleistungsqualität
29
Service quality
29
Customer satisfaction
25
Kundenzufriedenheit
25
Consumer behaviour
19
Konsumentenverhalten
19
Beziehungsmarketing
12
Relationship marketing
12
Customer service
11
Kundenservice
11
service recovery
10
Airline
8
Fluggesellschaft
8
USA
7
United States
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service failure
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Air passenger transport
6
Emotion
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Passagierluftverkehr
6
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Service industry
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China
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Service recovery
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Air transport
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Luftverkehr
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Meta-Analyse
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Meta-analysis
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Mobile communications
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Mobilkommunikation
3
anger
3
satisfaction
3
Airline image
2
Arbeitskräfte
2
Behavioral intention
2
Betrug
2
Capital income
2
Dienstleistungsmarketing
2
Fraud
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48
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Aufsatz in Zeitschrift
Article in journal
48
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2
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English
48
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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
2
Vermeir, Iris
2
Walsh, Gianfranco
2
Akturk, M. Serkan
1
Albrecht, Arne Keno
1
Arora, Swapan Deep
1
Basso, Kenny
1
Bearden, William O.
1
Beatty, Sharon E.
1
Blut, Markus
1
Boshoff, Christo
1
Brock, Christian
1
Budd, Thomas
1
Capella, Michael L.
1
Casidy, Riza
1
Chang, Hung-chi
1
Chang, Wei-Lung
1
Chang, Yu-hern
1
Chang, Yu-wei
1
Chen, Bintong
1
Chen, Jing
1
Chow, Clement Kong-wing
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Diamantopoulos, Adamantios
1
Dong, Beibei
1
Dose, David
1
Du, Jiangang
1
Dye, Chung-yuan
1
Evans, Kenneth R.
1
Evanschitzky, Heiner
1
Fan, Xiucheng
1
Fang, Zheng
1
Feng, Tianjun
1
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Omega : the international journal of management science
Journal of air transport management
Journal of service research : JSR
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
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 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 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
6
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ECONIS (ZBW)
48
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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
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:
3
Effect of airline choice and temporality on flight delays
Arora, Swapan Deep
;
Mathur, Sameer
- In:
Journal of air transport management
86
(
2020
),
pp. 1-19
Persistent link: https://www.econbiz.de/10012253176
Saved in:
4
An examination of disability-related complaints in the United States commercial aviation sector
Major, Wesley L.
;
Hubbard, Sarah M.
- In:
Journal of air transport management
78
(
2019
),
pp. 43-53
Persistent link: https://www.econbiz.de/10012112649
Saved in:
5
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:
6
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:
7
Deck the halls with boughs of holly to soften evaluations of service failure
Newton, Joshua D.
;
Wong, Jimmy
;
Casidy, Riza
- In:
Journal of service research : JSR
21
(
2018
)
4
,
pp. 389-404
Persistent link: https://www.econbiz.de/10011951796
Saved in:
8
Perceptions of group versus individual service failures and their effects on customer outcomes : the role of attributions and customer entitlement
Albrecht, Arne Keno
;
Walsh, Gianfranco
;
Beatty, Sharon E.
- In:
Journal of service research : JSR
20
(
2017
)
2
,
pp. 188-203
Persistent link: https://www.econbiz.de/10011684846
Saved in:
9
The role of perceived control in customer value cocreation and service recovery evaluation
Guo, Lin
;
Lotz, Sherry L.
;
Tang, Chuanyi
;
Gruen, Thomas W.
- In:
Journal of service research : JSR
19
(
2016
)
1
,
pp. 39-56
Persistent link: https://www.econbiz.de/10011433138
Saved in:
10
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
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