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subject:"USA"
~accessRights:"restricted"
~isPartOf:"Journal of service research : JSR"
~subject:"Complaint management"
~subject:"Emotion"
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USA
Complaint management
Emotion
Customer satisfaction
20
Kundenzufriedenheit
20
Dienstleistungsqualität
17
Service quality
17
Beziehungsmarketing
15
Relationship marketing
15
Consumer behaviour
14
Konsumentenverhalten
14
Beschwerdemanagement
8
Customer service
6
Kundenservice
6
service recovery
5
service failure
4
Dienstleistungssektor
3
Service industry
3
Arbeitsverhalten
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Internet marketing
2
Lieferantenmanagement
2
Online-Marketing
2
Supplier relationship management
2
Work behaviour
2
cocreation
2
Arbeitskräfte
1
Arbeitszufriedenheit
1
Business ethics
1
CCIM typology
1
Confidence
1
Customer value
1
Data Mining
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Data mining
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Dienstleistung
1
Dienstleistungsberufe
1
Dienstleistungsmarketing
1
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E-commerce
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Beatty, Sharon E.
2
Albrecht, Arne Keno
1
Bearden, William O.
1
Brady, Michael K.
1
Capella, Michael L.
1
Casidy, Riza
1
Dong, Beibei
1
Evans, Kenneth R.
1
Gentlemen, Gramercy
1
Gremler, Dwayne D.
1
Gruen, Thomas W.
1
Guo, Lin
1
Haws, Kelly L.
1
Hill, Ronald Paul
1
Hopkins, Lucas M.
1
Korschun, Daniel
1
Lotz, Sherry L.
1
Loureiro, Yuliya Komarova
1
Newton, Joshua D.
1
Pugh, Harrison B.
1
Rapp, Justine M.
1
Sembada, Agung
1
Sirianni, Nancy J.
1
Sivakumar, K.
1
Tang, Chuanyi
1
Tojib, Dewi
1
Tsarenko, Yelena
1
Walsh, Gianfranco
1
Wong, Jimmy
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Journal of service research : JSR
International journal of hospitality management
58
Journal of business research : JBR
49
Journal of retailing and consumer services
43
Journal of hospitality marketing & management
29
Service business
24
The journal of services marketing
23
Journal of travel and tourism marketing
16
Tourism management perspectives : TMP
15
Services marketing quarterly
13
Tourism management : research, policies, practice
13
International journal of contemporary hospitality management
12
The service industries journal
12
Journal of air transport management
10
Journal of hospitality & tourism research : JHTR ; the professional journal of the Council on Hotel, Restaurant, and Institutional Education
10
Journal of travel research : a quarterly publication of the Travel and Tourism Research Association
10
Journal of service management
9
Journal of service research
9
Journal of service theory and practice
9
Asia Pacific journal of marketing and logistics
7
Journal of service theory and practice : JSTP
7
Journal of strategic marketing
7
Psychology & marketing
7
Total quality management & business excellence
7
Total quality management & business excellence : an official journal of the European Society for Organisational Excellence
7
European journal of marketing
6
Marketing letters : a journal of research in marketing
6
SpringerLink / Bücher
6
Tourism review
6
International journal of services, economics and management
5
Journal of hospitality and tourism insights
5
Journal of interactive marketing : a quarterly publication from the Direct Marketing Educational Foundation
5
Journal of marketing
5
Journal of marketing theory and practice : JMTP
5
Journal of relationship marketing : innovations and enhancements for customer service, relations, and satisfaction
5
Journal of the Academy of Marketing Science
5
Quality management journal : QMJ
5
The Cornell hospitality quarterly
5
Australasian marketing journal
4
European journal of marketing : EJM
4
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ECONIS (ZBW)
9
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1
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:
2
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:
3
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:
4
Emotional convergence in service relationships : the shared frontline experience of customers and employees
Zablah, Alex R.
;
Sirianni, Nancy J.
;
Korschun, Daniel
; …
- In:
Journal of service research : JSR
20
(
2017
)
1
,
pp. 76-90
Persistent link: https://www.econbiz.de/10011648260
Saved in:
5
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:
6
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:
7
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:
8
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:
9
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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