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~isPartOf:"Business horizons"
~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"
~isPartOf:"Psychology & marketing"
~language:"eng"
~subject:"Complaint management"
~type_genre:"Article in journal"
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Search: subject:"Customer satisfaction"
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| 9 applied filters
Year of publication
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Subject
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Complaint management
Customer satisfaction
512
Kundenzufriedenheit
510
Dienstleistungsqualität
253
Service quality
253
Consumer behaviour
247
Konsumentenverhalten
247
Beziehungsmarketing
232
Relationship marketing
232
Beschwerdemanagement
77
Customer service
64
Kundenservice
64
Satisfaction
47
Emotion
43
customer satisfaction
38
Brand management
37
Markenführung
37
Dienstleistungssektor
36
Service industry
36
Brand image
35
Markenimage
35
Viral marketing
34
Virales Marketing
34
Online retailing
33
Online-Handel
33
Arbeitszufriedenheit
31
Job satisfaction
31
Einzelhandel
29
Retail trade
29
Service failure
29
Service recovery
24
USA
22
United States
22
Customer integration
21
Kundenintegration
21
Lieferantenmanagement
20
Supplier relationship management
20
Brand
19
Confidence
19
Customer experience
19
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Undetermined
56
Free
6
Type of publication
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Article
77
Type of publication (narrower categories)
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Article in journal
Aufsatz in Zeitschrift
77
Language
All
English
Author
All
Balaji, M. S.
3
Chebat, Jean-Charles
3
Grégoire, Yany
3
Cusin, Julien
2
Flacandji, Michaël
2
Gäthke, Jana
2
Huang, Minxue
2
Hutzinger, Clemens
2
Krishnan, Balaji C.
2
Lunardo, Renaud
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
Ali, Sara
1
Allard, Thomas
1
Andrews, Michelle
1
Anh Dung Vu
1
Anwar, Sohail
1
Armirotto, Vincent
1
Arsenovic, Jasenko
1
Ashraf, Rohail
1
Azemi, Yllka
1
Bachrach, Daniel G.
1
Bacile, Todd J.
1
Baker, Melissa A.
1
Baker, Thomas L.
1
Baliga, Ashwin J.
1
Ball, Joan P.
1
Berggren, Benny
1
Berman, Barry
1
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Published in...
All
Business horizons
International journal of services, economics and management
Journal of business research : JBR
Journal of marketing
Journal of service theory and practice
Psychology & marketing
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
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
Cogent business & management
5
Journal of consumer behaviour : an international research review
5
Journal of service research
5
Australasian marketing journal
4
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)
77
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1
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10
of
77
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date (oldest first)
1
Mapping the service recovery research landscape : a bibliometric-based systematic review
Mir, Mahmood
;
Ashraf, Rohail
;
Syed, Tahir Abbas
;
Ali, Sara
- In:
Psychology & marketing
40
(
2023
)
10
,
pp. 2060-2087
Persistent link: https://www.econbiz.de/10014338470
Saved in:
2
When and why signaling frontline employee inexperience can prove to be an asset : effects on consumer forgiveness for service failure
Flacandji, Michaël
;
Cusin, Julien
;
Lunardo, Renaud
- In:
Psychology & marketing
40
(
2023
)
12
,
pp. 2728-2742
Persistent link: https://www.econbiz.de/10014432547
Saved in:
3
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:
4
The customer is often wrong : investigating the influence of customer failures and apologies on frontline service employee well-being
Robertson, Nichola
;
Rotman, Jeffrey
;
MacQuilken, Lisa
; …
- In:
Psychology & marketing
40
(
2023
)
4
,
pp. 825-844
Persistent link: https://www.econbiz.de/10014290864
Saved in:
5
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:
6
Digital presence in service recovery : the interactive effect of customer salutations and employee photographs in email signatures
Walsh, Gianfranco
;
Shiu, Edward
;
Schaarschmidt, Mario
; …
- In:
Psychology & marketing
39
(
2022
)
12
,
pp. 2361-2383
Persistent link: https://www.econbiz.de/10013465198
Saved in:
7
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:
8
There's not much to tell : the impact of emotional resilience on negative word-of-mouth following service failure
Lteif, Lama
;
Rubin, Dan
;
Ball, Joan P.
;
Lamberton, Cait
- In:
Psychology & marketing
40
(
2023
)
9
,
pp. 1808-1820
Persistent link: https://www.econbiz.de/10014338326
Saved in:
9
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:
10
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:
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