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isPartOf:"Omega : the international journal of management science"
~isPartOf:"Journal of service research : JSR"
~subject:"Service quality"
~type_genre:"Aufsatz in Zeitschrift"
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Search: subject_exact:"Customer complaints"
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Service quality
Beschwerdemanagement
36
Complaint management
36
Dienstleistungsqualität
20
Customer satisfaction
17
Kundenzufriedenheit
17
Consumer behaviour
16
Konsumentenverhalten
16
Beziehungsmarketing
11
Relationship marketing
11
service recovery
10
Customer service
9
Kundenservice
9
service failure
7
Emotion
6
Dienstleistungssektor
4
Service industry
4
USA
4
United States
4
Meta-Analyse
3
Meta-analysis
3
Mobile communications
3
Mobilkommunikation
3
anger
3
satisfaction
3
Betrug
2
Capital income
2
China
2
Dienstleistungsmarketing
2
Fraud
2
Gerechtigkeit
2
Inventory model
2
Justice
2
Kapitaleinkommen
2
Lagerhaltungsmodell
2
Salespeople
2
Services marketing
2
Verkaufspersonal
2
Viral marketing
2
Virales Marketing
2
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Aufsatz in Zeitschrift
Article in journal
20
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English
20
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Brady, Michael K.
2
Gelbrich, Katja
2
McColl-Kennedy, Janet R.
2
Patterson, Paul G.
2
Tsarenko, Yelena
2
Albrecht, Arne Keno
1
Bearden, William O.
1
Beatty, Sharon E.
1
Capella, Michael L.
1
Casidy, Riza
1
Dong, Beibei
1
Du, Jiangang
1
Evans, Kenneth R.
1
Fan, Xiucheng
1
Fang, Zheng
1
Feng, Tianjun
1
Gabbott, Mark
1
Gentlemen, Gramercy
1
Gruen, Thomas W.
1
Grégoire, Yany
1
Guo, Lin
1
Gäthke, Jana
1
Haws, Kelly L.
1
Hill, Ronald Paul
1
Hopkins, Lucas M.
1
Jiang, Minghua
1
Karwan, Kirk R.
1
Lages, Cristiana R.
1
Larivière, Bart
1
Lotz, Sherry L.
1
Loureiro, Yuliya Komarova
1
Luo, Xueming
1
Manitz, Michael
1
Mok, Wai Hoe
1
Mostafa, Rania B.
1
Newton, Joshua D.
1
Orsingher, Chiara
1
Pugh, Harrison B.
1
Rapp, Justine M.
1
Roschk, Holger
1
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Omega : the international journal of management science
Journal of service research : JSR
Journal of business research : JBR
47
International journal of hospitality management
44
Journal of retailing and consumer services
37
The journal of services marketing
30
Journal of hospitality marketing & management
24
Service business
18
International journal of contemporary hospitality management
17
The service industries journal
16
Journal of the Academy of Marketing Science
15
Journal of service research
14
Services marketing quarterly
11
Journal of hospitality & tourism research : JHTR ; the professional journal of the Council on Hotel, Restaurant, and Institutional Education
10
Managing service quality : MSQ ; an international journal
10
Marketing letters : a journal of research in marketing
10
Psychology & marketing
10
European journal of marketing : EJM
9
Journal of air transport management
9
International journal of quality and service sciences
8
Journal of service management
8
Journal of service theory and practice
8
Journal of service theory and practice : JSTP
8
Journal of strategic marketing
7
Asia Pacific journal of marketing and logistics
6
Journal of travel and tourism marketing
6
Cogent business & management
5
International journal of business and economics
5
Journal of consumer behaviour : an international research review
5
Journal of consumer marketing
5
Journal of marketing
5
Journal of retailing
5
Marketing intelligence & planning
5
Tourism management : research, policies, practice
5
Australasian marketing journal
4
Business horizons
4
Industrial marketing management : the international journal for industrial and high-tech firms
4
International journal of operations & production management : IJOPM ; the official journal of the European Operations Management Association, EUROMA
4
International journal of services and operations management
4
Journal of global marketing
4
Journal of marketing management : MM
4
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ECONIS (ZBW)
20
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1
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:
2
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:
3
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:
4
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:
5
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:
6
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
Saved in:
7
Service recovery via social media : the social influence effects of virtual presence
Schaefers, Tobias
;
Schamari, Julia
- In:
Journal of service research : JSR
19
(
2016
)
2
,
pp. 192-208
Persistent link: https://www.econbiz.de/10011485442
Saved in:
8
Geysers or bubbling hot springs? : a cross-cultural examination of customer rage from Eastern and Western perspectives
Patterson, Paul G.
;
Brady, Michael K.
;
McColl-Kennedy, …
- In:
Journal of service research : JSR
19
(
2016
)
3
,
pp. 243-259
Persistent link: https://www.econbiz.de/10011665370
Saved in:
9
Recovering coproduced service failures : antecedents, consequences, and moderators of locus of recovery
Dong, Beibei
;
Sivakumar, K.
;
Evans, Kenneth R.
;
Zou, …
- In:
Journal of service research : JSR
19
(
2016
)
3
,
pp. 291-306
Persistent link: https://www.econbiz.de/10011665411
Saved in:
10
The positive effects of customers’ power on their behavioral responses after service failure
Sembada, Agung
;
Tsarenko, Yelena
;
Tojib, Dewi
- In:
Journal of service research : JSR
19
(
2016
)
3
,
pp. 337-351
Persistent link: https://www.econbiz.de/10011665459
Saved in:
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