//--> //--> //--> //-->
Toggle navigation
Logout
Change account settings
EN
DE
ES
FR
A-Z
Beta
About EconBiz
News
Thesaurus (STW)
Research Skills
Help
EN
DE
ES
FR
My account
Logout
Change account settings
Login
Publications
Events
Your search terms
Search
Retain my current filters
~accessRights:"restricted"
~isPartOf:"Journal of business research : JBR"
~isPartOf:"Journal of marketing"
~isPartOf:"Journal of service theory and practice"
~subject:"Complaint management"
Search options
All Fields
Title
Exact title
Subject
Author
Institution
ISBN/ISSN
Published in...
Publisher
Open Access only
Advanced
Search history
My EconBiz
Favorites
Loans
Reservations
Fines
You are here:
Home
Search: subject:"Customer satisfaction"
Narrow search
Delete all filters
| 5 applied filters
Year of publication
From:
To:
Subject
All
Complaint management
Customer satisfaction
230
Kundenzufriedenheit
229
Consumer behaviour
138
Konsumentenverhalten
138
Dienstleistungsqualität
132
Service quality
132
Beziehungsmarketing
131
Relationship marketing
131
Beschwerdemanagement
49
Customer service
39
Kundenservice
39
Satisfaction
34
Service failure
25
Brand management
21
Markenführung
21
Arbeitszufriedenheit
20
Job satisfaction
20
Online retailing
19
Online-Handel
19
Dienstleistungssektor
18
Emotion
18
Service industry
18
Service recovery
18
Viral marketing
18
Virales Marketing
18
Customer integration
17
Einzelhandel
17
Kundenintegration
17
Retail trade
17
Customer experience
15
Brand image
14
Markenimage
14
Internet marketing
12
Online-Marketing
12
Social Web
12
Social web
12
Confidence
10
Lieferantenmanagement
10
Supplier relationship management
10
more ...
less ...
Online availability
All
Undetermined
Free
2
Type of publication
All
Article
49
Type of publication (narrower categories)
All
Article in journal
49
Aufsatz in Zeitschrift
49
Language
All
English
49
Author
All
Balaji, M. S.
2
Grégoire, Yany
2
Gäthke, Jana
2
Hutzinger, Clemens
2
Salo, Jari
2
Weitzl, Wolfgang
2
Adil, Mohd
1
Aghazadeh, Hashem
1
Alamanos, Eleftherios
1
Alatalo, Sari
1
Ali, Faizan
1
Allard, Thomas
1
Andrews, Michelle
1
Armirotto, Vincent
1
Arsenovic, Jasenko
1
Azemi, Yllka
1
Bacile, Todd J.
1
Baker, Melissa A.
1
Baliga, Ashwin J.
1
Bharti, Kumkum
1
Bian, Xuemei
1
Biraglia, Alessandro
1
Butori, Raphaëlle
1
Béal, Mathieu
1
Cai, Ruiying
1
Casidy, Riza
1
Chawla, Vaibhav
1
Chen, Pei-Chi
1
Chen, Tong
1
Chi, Nai-Wen
1
Cui, Jinsheng
1
Cusin, Julien
1
Dahl, Darren W.
1
De Keyser, Arne
1
Deng, Xiaoyan
1
Devlin, James
1
Dhir, Amandeep
1
Disegna, Marta
1
Du, Jianguo
1
Dunn, Lea H.
1
more ...
less ...
Published in...
All
Journal of business research : JBR
Journal of marketing
Journal of service theory and practice
Journal of retailing and consumer services
26
International journal of hospitality management
23
Journal of hospitality marketing & management
19
Service business
17
The journal of services marketing
11
Journal of service research : JSR
8
International journal of contemporary hospitality management
7
Asia Pacific journal of marketing and logistics
6
Journal of hospitality & tourism research : JHTR ; the professional journal of the Council on Hotel, Restaurant, and Institutional Education
6
Journal of service management
6
Journal of service research
6
Journal of strategic marketing
6
Services marketing quarterly
6
The service industries journal
6
Marketing letters : a journal of research in marketing
5
International journal of quality and service sciences
4
International journal of services, economics and management
4
Journal of consumer marketing
4
SpringerLink / Bücher
4
Total quality management & business excellence
4
Tourism management : research, policies, practice
4
Asia-Pacific journal of business administration
3
European journal of marketing : EJM
3
International journal of bank marketing
3
Journal of air transport management
3
Journal of hospitality and tourism insights
3
Journal of interactive marketing : a quarterly publication from the Direct Marketing Educational Foundation
3
Journal of service theory and practice : JSTP
3
Journal of the Academy of Marketing Science
3
Journal of travel and tourism marketing
3
Marketing intelligence & planning
3
Psychology & marketing
3
The Cornell hospitality quarterly
3
Tourism management perspectives : TMP
3
Australasian marketing journal
2
Business horizons
2
European journal of marketing
2
more ...
less ...
Source
All
ECONIS (ZBW)
49
Showing
1
-
10
of
49
Sort
relevance
articles prioritized
date (newest first)
date (oldest first)
1
Virtual versus human : unraveling consumer reactions to service failures through influencer types
Zhao, Taiyang
;
Ran, Yaxuan
;
Wu, Banggang
;
Wang, Valerie …
- In:
Journal of business research : JBR
178
(
2024
),
pp. 1-12
Persistent link: https://www.econbiz.de/10014555571
Saved in:
2
The blame shift : robot service failures hold service firms more accountable
Ryoo, Yuhosua
;
Jeon, Yongwoog Andy
;
Kim, WooJin
- In:
Journal of business research : JBR
171
(
2024
),
pp. 1-14
Persistent link: https://www.econbiz.de/10014535999
Saved in:
3
Would you forgive me? : from perceived justice and complaint handling to customer forgiveness and brand credibility-symmetrical and asymmetrical perspectives
Ali, Faizan
;
El-Manstrly, Dahlia
;
Ghazanfar Ali Abbasi
- In:
Journal of business research : JBR
166
(
2023
),
pp. 1-15
Persistent link: https://www.econbiz.de/10014368203
Saved in:
4
Coping, rumination, and electronic word-of-mouth : segmenting consumer responses to service failure via fuzzy clustering
Gonnon, Martin
;
Taheri, Babak
;
Disegna, Marta
;
Prayag, …
- In:
Journal of business research : JBR
166
(
2023
),
pp. 1-15
Persistent link: https://www.econbiz.de/10014380316
Saved in:
5
A time(ly) perspective of the service recovery paradox : how organizational learning moderates follow-up recovery effects
Lunardo, Renaud
;
Cusin, Julien
;
Flacandji, Michaël
- In:
Journal of business research : JBR
166
(
2023
),
pp. 1-14
Persistent link: https://www.econbiz.de/10014380317
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
Mitigating immediate and lagged effects of customer mistreatment on service failure and sabotage : critical roles of service recovery behaviors
Wang, I-An
;
Chen, Pei-Chi
;
Chi, Nai-Wen
- In:
Journal of business research : JBR
154
(
2023
),
pp. 1-17
Persistent link: https://www.econbiz.de/10013468630
Saved in:
10
Service failures in times of crisis : an analysis of eWOM emotionality
Gerrath, Maximilian H. E. E.
;
Mafael, Alexander
; …
- In:
Journal of business research : JBR
154
(
2023
),
pp. 1-12
Persistent link: https://www.econbiz.de/10013468762
Saved in:
1
2
3
4
5
Next
Last
Results per page
10
25
50
100
250
A service of the
zbw
×
Loading...
//-->