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subject:"USA"
~isPartOf:"Journal of service research : JSR"
~subject:"Complaint management"
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Search: subject_exact:"Customer satisfaction"
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USA
Complaint management
Customer satisfaction
88
Kundenzufriedenheit
88
Dienstleistungsqualität
52
Service quality
52
Beziehungsmarketing
44
Relationship marketing
44
Consumer behaviour
38
Konsumentenverhalten
38
Customer service
18
Kundenservice
18
Beschwerdemanagement
15
Dienstleistungssektor
15
Service industry
15
Dienstleistungsmarketing
9
Services marketing
9
United States
9
Dienstleistung
8
Services
8
customer satisfaction
8
service recovery
8
Emotion
7
service failure
7
Arbeitszufriedenheit
6
Job satisfaction
6
Lieferantenmanagement
6
Supplier relationship management
6
Customer value
5
Kundenwert
5
Online retailing
5
Online-Handel
5
satisfaction
5
Confidence
4
E-commerce
4
Einzelhandel
4
Electronic Commerce
4
Multivariate Analyse
4
Multivariate analysis
4
Retail trade
4
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24
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1
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English
24
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All
Beatty, Sharon E.
2
Gelbrich, Katja
2
Larivière, Bart
2
Van Vaerenbergh, Yves
2
Vermeir, Iris
2
Albrecht, Arne Keno
1
Anderson, Shannon
1
Bearden, William O.
1
Brady, Michael K.
1
Capella, Michael L.
1
Casidy, Riza
1
Dholakia, Utpal M.
1
Ding, David Xin
1
Dong, Beibei
1
Evans, Kenneth R.
1
Fang, Zheng
1
Fox, Gavin L.
1
Gentlemen, Gramercy
1
Goldberg, Lori S.
1
Grandey, Alicia A.
1
Gruen, Thomas W.
1
Grégoire, Yany
1
Guo, Lin
1
Gäthke, Jana
1
Haws, Kelly L.
1
Hill, Ronald Paul
1
Holloway, Betsy Bugg
1
Hopkins, Lucas M.
1
Hu, Paul Jen-Hwa
1
Jiang, Minghua
1
Kwortnik, Robert J.
1
Lee, Wayne C.
1
Lotz, Sherry L.
1
Loureiro, Yuliya Komarova
1
Luo, Xueming
1
Macey, William H.
1
McColl-Kennedy, Janet R.
1
Newton, Joshua D.
1
Orsingher, Chiara
1
Patterson, Paul G.
1
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Journal of service research : JSR
Journal of business research : JBR
57
International journal of hospitality management
56
Journal of retailing and consumer services
42
The journal of services marketing
37
Journal of hospitality marketing & management
24
International journal of contemporary hospitality management
22
Service business
20
Services marketing quarterly
18
Psychology & marketing
17
Journal of hospitality & tourism research : JHTR ; the professional journal of the Council on Hotel, Restaurant, and Institutional Education
16
Journal of the Academy of Marketing Science
16
The service industries journal
16
Managing service quality : MSQ ; an international journal
13
Journal of air transport management
12
Journal of travel research : a quarterly publication of the Travel and Tourism Research Association
12
European journal of marketing : EJM
11
Journal of service management
11
Marketing letters : a journal of research in marketing
11
Journal of marketing
10
Industrial marketing management : the international journal for industrial and high-tech firms
9
Journal of consumer behaviour : an international research review
9
Journal of travel and tourism marketing
9
Asia Pacific journal of marketing and logistics
8
International journal of quality and service sciences
8
Journal of consumer research : JCR ; an interdisciplinary bimonthly
8
Journal of service research
8
Journal of service theory and practice
8
Journal of strategic marketing
8
Journal of retailing
7
Journal of service theory and practice : JSTP
7
Total quality management & business excellence : an official journal of the European Society for Organisational Excellence
7
Cogent business & management
6
Health care management review : HCM review
6
Ilmenauer Schriften zur Betriebswirtschaftslehre
6
Journal of marketing research : JMR
6
Journal of marketing theory and practice
6
Journal of vacation marketing : an international journal
6
Quality management journal : QMJ
6
Tourism management : research, policies, practice
6
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ECONIS (ZBW)
24
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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
Quantifying the dynamic effects of service recovery on customer satisfaction : evidence from Chinese mobile phone markets
Fang, Zheng
;
Luo, Xueming
;
Jiang, Minghua
- In:
Journal of service research : JSR
16
(
2013
)
3
,
pp. 341-355
Persistent link: https://www.econbiz.de/10009782132
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:
10
Unpacking customer rage elicitation : a dynamic model
Surachartkumtonkun, Jiraporn
;
McColl-Kennedy, Janet R.
; …
- In:
Journal of service research : JSR
18
(
2015
)
2
,
pp. 177-192
Persistent link: https://www.econbiz.de/10011283710
Saved in:
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