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isPartOf:"Omega : the international journal of management science"
~isPartOf:"Journal of service research"
~isPartOf:"Managing service quality : MSQ ; an international journal"
~type_genre:"Article in journal"
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Search: subject_exact:"Customer complaints"
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Beschwerdemanagement
34
Complaint management
34
Dienstleistungsqualität
25
Service quality
25
Consumer behaviour
17
Customer satisfaction
17
Konsumentenverhalten
17
Kundenzufriedenheit
17
Beziehungsmarketing
15
Relationship marketing
15
Customer service
12
Kundenservice
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service recovery
6
service failure
4
Emotion
3
Gerechtigkeit
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Justice
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Online retailing
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Online-Handel
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Service recovery
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Social web
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Brand image
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Lagerhaltungsmodell
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Markenimage
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Mobile communications
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Mobilkommunikation
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Article in journal
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English
34
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Grégoire, Yany
3
Edvardsson, Bo
2
Larivière, Bart
2
Mattila, Anna S.
2
Van Vaerenbergh, Yves
2
Akturk, M. Serkan
1
Albrecht, Arne Keno
1
Andreassen, Tor W.
1
Bayón, Tomás
1
Beatty, Sharon E.
1
Bennett, Roger
1
Bilstein, Nicola
1
Bolton, Lisa E.
1
Breitsohl, Jan
1
Béal, Mathieu
1
Chang, Hung-chi
1
Chen, Bintong
1
Chen, Jing
1
Chen, Shan
1
Cheng, Yu-chi
1
Chih, Wen-hai
1
Choi, Sungwoo
1
Cunha, Miguel Pina e
1
Cénophat, Sadrac
1
De Keyser, Arne
1
Dye, Chung-yuan
1
Eisend, Martin
1
Fei, Zhuoying
1
Gelbrich, Katja
1
Glikson, Ella
1
Gruber, Thorsten
1
Gäthke, Jana
1
Haas, Alexander
1
Hall, Matthew J.
1
Ho, Chia-huei
1
Hogreve, Jens
1
Hosseinpour, Masoumeh
1
Hsieh, Tsu-pang
1
Hsu, Li-chun
1
Hyodo, Jamie D.
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Omega : the international journal of management science
Journal of service research
Managing service quality : MSQ ; an international journal
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
Journal of service research : JSR
31
The service industries journal
28
Journal of the Academy of Marketing Science
21
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
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
Journal of service theory and practice
10
International journal of quality and service sciences
9
Journal of service theory and practice : JSTP
9
Tourism management : research, policies, practice
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
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)
34
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1
The role of customer relationship vulnerability in service recovery
Cénophat, Sadrac
;
Eisend, Martin
;
Bayón, Tomás
; …
- In:
Journal of service research
27
(
2024
)
2
,
pp. 283-301
Persistent link: https://www.econbiz.de/10014580442
Saved in:
2
Coalitions and their negative consequences : an examination in service failure-recovery situations
Roschk, Holger
;
Hosseinpour, Masoumeh
;
Breitsohl, Jan
- In:
Journal of service research
26
(
2023
)
4
,
pp. 614-635
Persistent link: https://www.econbiz.de/10014580355
Saved in:
3
The effects of service crises and recovery resources on market reactions : an event study analysis on data breach announcements
Rasoulian, Shahin
;
Grégoire, Yany
;
Legoux, Renaud
; …
- In:
Journal of service research
26
(
2023
)
1
,
pp. 44-63
Persistent link: https://www.econbiz.de/10014246193
Saved in:
4
A cross-national service strategy to manage product returns : e-tailers' return policies and the legitimating role of the institutional environment
Gäthke, Jana
;
Gelbrich, Katja
;
Chen, Shan
- In:
Journal of service research
25
(
2022
)
3
,
pp. 402-421
Persistent link: https://www.econbiz.de/10013395973
Saved in:
5
Thirty years of service failure and recovery research : thematic development and future research opportunities from a social network perspective
Liu, Dong
;
Zhao, Yanhui
;
Wang, Guocai
;
Schrock, Wyatt A.
; …
- In:
Journal of service research
27
(
2024
)
2
,
pp. 268-282
Persistent link: https://www.econbiz.de/10014580436
Saved in:
6
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:
7
Service provider to the rescue : how firm recovery of do-it-yourself service failure turns consumers from competitors to satisfied customers
Hall, Matthew J.
;
Hyodo, Jamie D.
- In:
Journal of service research
26
(
2023
)
4
,
pp. 578-596
Persistent link: https://www.econbiz.de/10014580334
Saved in:
8
Mix & match: a resource-based complaint recovery framework for tangible compensation
Stakhovych, Stanislav
;
Tamaddoni, Ali
- In:
Journal of service research
23
(
2020
)
3
,
pp. 337-352
Persistent link: https://www.econbiz.de/10012265770
Saved in:
9
How do observers react to companies' humorous responses to online public complaints?
Béal, Mathieu
;
Grégoire, Yany
- In:
Journal of service research
25
(
2022
)
2
,
pp. 242-259
Persistent link: https://www.econbiz.de/10013268018
Saved in:
10
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:
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