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subject:"USA"
~isPartOf:"Journal of service theory and practice"
~subject:"Complaint management"
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Search: subject_exact:"Customer satisfaction"
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USA
Complaint management
Customer satisfaction
29
Kundenzufriedenheit
29
Dienstleistungsqualität
24
Service quality
24
Beziehungsmarketing
20
Relationship marketing
20
Consumer behaviour
19
Konsumentenverhalten
19
Customer service
13
Kundenservice
13
Beschwerdemanagement
9
Service failure
6
Dienstleistung
5
Dienstleistungssektor
5
Service industry
5
Services
5
Dienstleistungsmarketing
4
Emotion
4
Service recovery
4
Services marketing
4
Customer integration
3
Customer participation
3
Führungsstil
3
Kundenintegration
3
Leadership style
3
Robot
3
Roboter
3
Arbeitszufriedenheit
2
Bibliometrics
2
Bibliometrie
2
Compensation
2
Customer experience
2
Customer well-being
2
Digitalisierung
2
Digitization
2
E-commerce
2
Einzelhandel
2
Electronic Commerce
2
Healthcare
2
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Free
2
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Article
9
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9
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9
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English
9
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Sörqvist, Patrik
2
Adil, Mohd
1
Ahmadi, Zahra
1
Berggren, Benny
1
Bharti, Kumkum
1
Björkman, Jesper
1
Casidy, Riza
1
Cui, Jinsheng
1
Du, Jianguo
1
Edström, Andreas
1
Ek, Peter
1
Ho, Ting Hin
1
Jebarajakirthy, Charles
1
Jin, Shuai
1
Kavak, Bahtışen
1
Khalid, Adeel
1
Khan, Muhammad Aamir Shafique
1
Kim, Yungchul
1
Korn, Nathalie
1
Ma, Chunhao
1
Maseeh, Haroon Iqbal
1
Mazraeh, Hanan
1
Mishra, Abhishek
1
Molin, Jonas
1
Nylander, Beatrice
1
Pihlgren, Micael
1
Sadiq, Mohd
1
Saeed, Munazza
1
Sangroya, Deepak
1
Shi, Yunxia
1
Singh, Gurbir
1
Tan, Lay Peng
1
Tektaş, Öznur Özkan
1
Wang, Lijie
1
Zhang, Mengwei
1
Zhang, Rumeng
1
Zhong, Jianan
1
Çelik, Süleyman
1
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Journal of service theory and practice
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
Journal of service research : JSR
24
International journal of contemporary hospitality management
22
Service business
20
Services marketing quarterly
18
Psychology & marketing
17
The service industries journal
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
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 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
Tourism management : research, policies, practice
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
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ECONIS (ZBW)
9
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date (oldest first)
1
The demand-what-you-want strategy to service recovery : achieving high customer satisfaction with low service failure compensation using anchoring and precision effects
Korn, Nathalie
;
Björkman, Jesper
;
Ek, Peter
;
Pihlgren, …
- In:
Journal of service theory and practice
33
(
2023
)
7
,
pp. 73-93
Persistent link: https://www.econbiz.de/10014448174
Saved in:
2
Where service recovery meets its paradox : implications for avoiding overcompensation
Edström, Andreas
;
Nylander, Beatrice
;
Molin, Jonas
; …
- In:
Journal of service theory and practice
32
(
2022
)
7
,
pp. 1-13
Persistent link: https://www.econbiz.de/10013485922
Saved in:
3
The effect of service recovery on socially distant third-party customers : an experimental research on emotions, forgiveness, repatronage intention and WoM
Çelik, Süleyman
;
Tektaş, Öznur Özkan
;
Kavak, Bahtışen
- In:
Journal of service theory and practice
34
(
2024
)
4
,
pp. 519-542
Persistent link: https://www.econbiz.de/10015055431
Saved in:
4
Robot service failure : the double-edged sword effect of emotional labor in service recovery
Shi, Yunxia
;
Zhang, Rumeng
;
Ma, Chunhao
;
Wang, Lijie
- In:
Journal of service theory and practice
33
(
2023
)
1
,
pp. 72-88
Persistent link: https://www.econbiz.de/10014301943
Saved in:
5
Participative leadership and service recovery performance : a moderated mediation model
Khan, Muhammad Aamir Shafique
;
Du, Jianguo
;
Jin, Shuai
; …
- In:
Journal of service theory and practice
33
(
2023
)
4
,
pp. 537-555
Persistent link: https://www.econbiz.de/10014302373
Saved in:
6
Factors influencing consumer forgiveness : a systematic literature review and directions for future research
Kim, Yungchul
;
Ho, Ting Hin
;
Tan, Lay Peng
;
Casidy, Riza
- In:
Journal of service theory and practice
33
(
2023
)
5
,
pp. 601-628
Persistent link: https://www.econbiz.de/10014339764
Saved in:
7
When frontline robots emerge: the double-edged-sword effect of anticipated trust on intention to switch brands after service failure
Cui, Jinsheng
;
Zhang, Mengwei
;
Zhong, Jianan
- In:
Journal of service theory and practice
33
(
2023
)
6
,
pp. 842-872
Persistent link: https://www.econbiz.de/10014448129
Saved in:
8
Customer intention to participate in service recovery : what is it and what are the drivers?
Singh, Gurbir
;
Mishra, Abhishek
- In:
Journal of service theory and practice
33
(
2023
)
6
,
pp. 873-900
Persistent link: https://www.econbiz.de/10014448148
Saved in:
9
Online service failure : antecedents, moderators and consequences
Adil, Mohd
;
Sadiq, Mohd
;
Jebarajakirthy, Charles
; …
- In:
Journal of service theory and practice
32
(
2022
)
6
,
pp. 797-842
Persistent link: https://www.econbiz.de/10013440334
Saved in:
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