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~isPartOf:"Australasian marketing journal"
~isPartOf:"International journal of services, economics and management"
~isPartOf:"Journal of business research : JBR"
~isPartOf:"Journal of marketing"
~isPartOf:"Journal of service theory and practice"
~language:"eng"
~subject:"Complaint management"
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Search: subject:"Customer satisfaction"
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Complaint management
Customer satisfaction
446
Kundenzufriedenheit
444
Dienstleistungsqualität
235
Service quality
235
Consumer behaviour
209
Konsumentenverhalten
209
Beziehungsmarketing
203
Relationship marketing
203
Beschwerdemanagement
67
Customer service
57
Kundenservice
57
Satisfaction
45
Emotion
35
customer satisfaction
31
Arbeitszufriedenheit
30
Dienstleistungssektor
30
Job satisfaction
30
Service industry
30
Brand management
29
Markenführung
29
Service failure
29
Brand image
28
Markenimage
28
Online retailing
27
Online-Handel
27
Viral marketing
26
Virales Marketing
26
Service recovery
24
Einzelhandel
22
Retail trade
22
Lieferantenmanagement
21
Supplier relationship management
21
Customer integration
20
Kundenintegration
20
Loyalty
18
Confidence
17
Customer experience
17
Holiday behaviour
17
Urlaubsverhalten
17
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53
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67
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67
Aufsatz in Zeitschrift
67
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English
Author
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Balaji, M. S.
3
Chebat, Jean-Charles
3
Grégoire, Yany
2
Gäthke, Jana
2
Huang, Minxue
2
Hutzinger, Clemens
2
Krishnan, Balaji C.
2
Salo, Jari
2
Sengupta, Aditi Sarkar
2
Sörqvist, Patrik
2
Tsang, Alex S. L.
2
Weitzl, Wolfgang
2
Zhou, Nan
2
Zhou, Yuanyuan
2
Adil, Mohd
1
Aghazadeh, Hashem
1
Ahmadi, Zahra
1
Alamanos, Eleftherios
1
Alatalo, Sari
1
Ali, Faizan
1
Allard, Thomas
1
Andrews, Michelle
1
Anh Dung Vu
1
Anwar, Sohail
1
Armirotto, Vincent
1
Arsenovic, Jasenko
1
Azemi, Yllka
1
Bacile, Todd J.
1
Baker, Melissa A.
1
Baliga, Ashwin J.
1
Basso, Kenny
1
Berggren, Benny
1
Bharti, Kumkum
1
Bian, Xuemei
1
Bidokhti, Bahare Sabzevari
1
Biraglia, Alessandro
1
Björkman, Jesper
1
Borges, Adilson
1
Butori, Raphaëlle
1
Béal, Mathieu
1
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Australasian marketing journal
International journal of services, economics and management
Journal of business research : JBR
Journal of marketing
Journal of service theory and practice
International journal of hospitality management
33
Journal of retailing and consumer services
33
The journal of services marketing
27
Journal of hospitality marketing & management
20
Service business
18
Journal of service research : JSR
15
International journal of contemporary hospitality management
14
The service industries journal
14
Journal of the Academy of Marketing Science
11
European journal of marketing : EJM
10
Journal of service management
10
Marketing letters : a journal of research in marketing
10
Psychology & marketing
9
Journal of air transport management
8
Services marketing quarterly
8
International journal of quality and service sciences
7
Journal of hospitality & tourism research : JHTR ; the professional journal of the Council on Hotel, Restaurant, and Institutional Education
7
Journal of retailing
7
Journal of service theory and practice : JSTP
7
Managing service quality : MSQ ; an international journal
7
Asia Pacific journal of marketing and logistics
6
Journal of strategic marketing
6
Business horizons
5
Cogent business & management
5
Journal of consumer behaviour : an international research review
5
Journal of service research
5
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 consumer marketing
4
Journal of travel and tourism marketing
4
Total quality management & business excellence
4
Total quality management & business excellence : an official journal of the European Society for Organisational Excellence
4
Tourism management : research, policies, practice
4
Administrative Sciences : open access journal
3
Asia-Pacific journal of business administration
3
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ECONIS (ZBW)
67
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51
The benefit of becoming friends : complaining after service failures leads customers with strong ties to increase loyalty
Umashankar, Nita
;
Ward, Morgan K.
;
Dahl, Darren W.
- In:
Journal of marketing
81
(
2017
)
6
,
pp. 79-98
Persistent link: https://www.econbiz.de/10011776897
Saved in:
52
Effects of service failure on consumer responses across failure types : a moderating role of intimacy
Jeon, Seongun
;
Kim, Jonathan S.
- In:
Australasian marketing journal
24
(
2016
)
1
,
pp. 46-53
Persistent link: https://www.econbiz.de/10011484637
Saved in:
53
Discount reference moderates customers' reactions to discount frames after online service failure
Sharifi, Seyed Shahin
;
Aghazadeh, Hashem
- In:
Journal of business research : JBR
69
(
2016
)
10
,
pp. 4074-4080
Persistent link: https://www.econbiz.de/10011553910
Saved in:
54
The road to recovery : overcoming service failures through positive emotions
Lastner, Matthew M.
;
Folse, Judith Anne Garretson
; …
- In:
Journal of business research : JBR
69
(
2016
)
10
,
pp. 4278-4286
Persistent link: https://www.econbiz.de/10011554157
Saved in:
55
How a firm's best versus normal customers react to compensation after a service failure
Gelbrich, Katja
;
Gäthke, Jana
;
Grégoire, Yany
- In:
Journal of business research : JBR
69
(
2016
)
10
,
pp. 4331-4339
Persistent link: https://www.econbiz.de/10011554578
Saved in:
56
How customers cope with service failure? : a study of brand reputation and
customer
satisfaction
Sengupta, Aditi Sarkar
;
Balaji, M. S.
;
Krishnan, Balaji C.
- In:
Journal of business research : JBR
68
(
2015
)
3
,
pp. 665-674
Persistent link: https://www.econbiz.de/10010496157
Saved in:
57
Complaints management and bank risk profile
Gambetta, Nicolás
;
Zorio-Grima, Ana
;
García-Benau, …
- In:
Journal of business research : JBR
68
(
2015
)
7
,
pp. 1599-1601
Persistent link: https://www.econbiz.de/10011298894
Saved in:
58
Does delaying service-failure resolution ever make sense?
Zhou, Yuanyuan
;
Tsang, Alex S. L.
;
Huang, Minxue
;
Zhou, Nan
- In:
Journal of business research : JBR
67
(
2014
)
2
,
pp. 159-166
Persistent link: https://www.econbiz.de/10010238358
Saved in:
59
The double-edged sword : the positive and negative effects of swithcing costs on customer exit and revenge
Haj-Salem, Narjes
;
Chebat, Jean-Charles
- In:
Journal of business research : JBR
67
(
2014
)
6
,
pp. 1106-1113
Persistent link: https://www.econbiz.de/10010364518
Saved in:
60
The effects of social justice and stigma-consciousness on gay customers' service recovery evaluation
Ro, Heejung
;
Olson, Eric
- In:
Journal of business research : JBR
67
(
2014
)
6
,
pp. 1162-1169
Persistent link: https://www.econbiz.de/10010365163
Saved in:
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