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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"
~language:"eng"
~subject:"Complaint management"
~subject:"Job satisfaction"
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Search: subject:"Customer satisfaction"
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Subject
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Complaint management
Job satisfaction
Customer satisfaction
434
Kundenzufriedenheit
432
Dienstleistungsqualität
228
Service quality
228
Beziehungsmarketing
201
Relationship marketing
201
Consumer behaviour
199
Konsumentenverhalten
199
Beschwerdemanagement
68
Customer service
56
Kundenservice
56
Satisfaction
43
Emotion
32
Dienstleistungssektor
31
Service industry
31
customer satisfaction
31
Arbeitszufriedenheit
30
Brand management
29
Markenführung
29
Service failure
29
Brand image
27
Markenimage
27
Online retailing
25
Online-Handel
25
Service recovery
24
Viral marketing
24
Virales Marketing
24
Customer integration
21
Einzelhandel
21
Kundenintegration
21
Retail trade
21
Lieferantenmanagement
20
Supplier relationship management
20
Customer experience
19
Holiday behaviour
17
Social Web
17
Social web
17
Urlaubsverhalten
17
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Undetermined
73
Free
2
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Article
98
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Article in journal
98
Aufsatz in Zeitschrift
98
Language
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English
Author
All
Balaji, M. S.
3
Chebat, Jean-Charles
3
Grégoire, Yany
3
Gäthke, Jana
2
Hogreve, Jens
2
Homburg, Christian
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
Abston, Kristie A.
1
Adil, Mohd
1
Agarwal, Shaurya
1
Aghazadeh, Hashem
1
Ahmadi, Zahra
1
Aktas, Gurhan
1
Alamanos, Eleftherios
1
Alatalo, Sari
1
Ali, Faizan
1
Allard, Thomas
1
Allen, Joseph A.
1
Altinay, Levent
1
Andrews, Michelle
1
Anh Dung Vu
1
Anwar, Sohail
1
Armenakis, Achilles A.
1
Armirotto, Vincent
1
Arsenovic, Jasenko
1
Auh, Seigyoung
1
Azemi, Yllka
1
Bacile, Todd J.
1
Baker, Melissa A.
1
Baliga, Ashwin J.
1
Bartholomew, Darrell E.
1
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Published in...
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Business horizons
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
75
Journal of retailing and consumer services
50
The journal of services marketing
43
Journal of hospitality marketing & management
35
International journal of contemporary hospitality management
26
Service business
21
The service industries journal
21
Journal of service research : JSR
20
Journal of service management
18
Services marketing quarterly
16
Total quality management & business excellence : an official journal of the European Society for Organisational Excellence
16
Tourism management : research, policies, practice
16
European journal of marketing : EJM
14
Journal of the Academy of Marketing Science
14
Journal of travel and tourism marketing
13
Industrial marketing management : the international journal for industrial and high-tech firms
12
International journal of quality and service sciences
12
Journal of air transport management
12
Journal of hospitality & tourism research : JHTR ; the professional journal of the Council on Hotel, Restaurant, and Institutional Education
11
Journal of travel research : a quarterly publication of the Travel and Tourism Research Association
11
Journal of vocational behavior
11
The journal of business & industrial marketing
11
Asia Pacific journal of marketing and logistics
10
Journal of hospitality and tourism insights
10
Journal of retailing
10
Journal of service theory and practice : JSTP
10
Marketing letters : a journal of research in marketing
10
Journal of business ethics : JOBE
9
Managing service quality : MSQ ; an international journal
9
Psychology & marketing
9
Cogent business & management
8
Journal of strategic marketing
8
Tourism management perspectives : TMP
8
Administrative Sciences : open access journal
7
Total quality management & business excellence
7
European journal of marketing
6
Global business and finance review
6
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ECONIS (ZBW)
98
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98
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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
Organizational practices to co-create value with family members engaged in service journeys of their loved ones
Verleye, Katrien
;
Holvoet, Sofie
- In:
Journal of service theory and practice
34
(
2024
)
2
,
pp. 319-340
Persistent link: https://www.econbiz.de/10014526078
Saved in:
4
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:
5
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:
6
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:
7
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:
8
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:
9
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:
10
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:
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