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~isPartOf:"Business horizons"
~isPartOf:"Journal of retailing and consumer services"
~isPartOf:"Services marketing quarterly"
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Search: subject_exact:"Consumer complaints"
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Beschwerdemanagement
64
Complaint management
64
Dienstleistungsqualität
52
Service quality
52
Customer satisfaction
46
Kundenzufriedenheit
46
Beziehungsmarketing
41
Relationship marketing
41
Consumer behaviour
33
Konsumentenverhalten
33
Customer service
20
Kundenservice
20
Service recovery
19
Service failure
17
Justice
11
Viral marketing
11
Virales Marketing
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Gerechtigkeit
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USA
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United States
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Ethiopia
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Online retailing
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Online-Handel
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Satisfaction
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Brand image
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Brand management
4
Co-creation
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Einzelhandel
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Markenführung
4
Markenimage
4
Perceived justice
4
Retail trade
4
Compensation
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64
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64
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English
64
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Khantimirov, Denis
3
Shin, Hyunju
3
Casidy, Riza
2
Gohary, Ali
2
Hamzelu, Bahman
2
Harun, Ahasan
2
Karande, Kiran
2
Mattila, Anna S.
2
Pacheco, Natália Araújo
2
Rokonuzzaman, Md
2
Alizadeh, Hamid
1
Altinigne, Nesenur
1
Arikan, Esra
1
Ashley, Christy
1
Babin, Barry J.
1
Bagherzadeh, Ramin
1
Bai, Yanzhuang
1
Baker, Thomas L.
1
Bambauer-Sachse, Silke
1
Basil, Debra Z.
1
Bataoui, Soffien
1
Berbel-Pineda, Juan M.
1
Berman, Barry
1
Berry, Leonard L.
1
Bicho, Marta
1
Boch, Emmanuelle
1
Borges, Adilson
1
Bougoure, Ursula Sigrid
1
Bozkurt, Sıddık
1
Breazeale, Michael
1
Cambra-Fierro, Jesús
1
Campbell, Colin L.
1
Campos, Pimenta, Marco Tulio
1
Chang, Shu-yu
1
Chatzipanagiotou, Kalliopi
1
Chen, Ke
1
Chen, Nuoya
1
Cheng, Peng
1
Chih, Wen-Hai
1
Cho, Youngju
1
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Business horizons
Journal of retailing and consumer services
Services marketing quarterly
Journal of business research : JBR
72
International journal of hospitality management
55
The journal of services marketing
43
Journal of hospitality marketing & management
31
Journal of service research : JSR
31
The service industries journal
28
Journal of the Academy of Marketing Science
21
International journal of contemporary hospitality management
20
Service business
20
Psychology & marketing
16
European journal of marketing : EJM
15
Journal of retailing
15
Journal of service research
15
Journal of service management
14
Managing service quality : MSQ ; an international journal
14
Journal of hospitality & tourism research : JHTR ; the professional journal of the Council on Hotel, Restaurant, and Institutional Education
13
Journal of air transport management
12
Journal of consumer behaviour : an international research review
12
Journal of marketing
12
Marketing letters : a journal of research in marketing
12
International journal of consumer studies
11
Journal of marketing management : MM
10
International journal of quality and service sciences
9
Journal of service theory and practice
9
Journal of service theory and practice : JSTP
9
Tourism management : research, policies, practice
9
Asia Pacific journal of marketing and logistics
8
Erfolgreiches Beschwerdemanagement : Wege zu Prozessverbesserungen und Kundenzufriedenheit
8
International journal of production economics
8
Journal of strategic marketing
8
Journal of travel and tourism marketing
8
Cogent business & management
7
Marketing intelligence & planning
7
Total quality management & business excellence : an official journal of the European Society for Organisational Excellence
7
Industrial marketing management : the international journal for industrial and high-tech firms
6
International journal of services and operations management
6
Journal of international consumer marketing
6
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ECONIS (ZBW)
64
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1
May robots be held responsible for service failure and recovery? : the role of robot service provider agents' human-likeness
Arikan, Esra
;
Altinigne, Nesenur
;
Kuzgun, Ebru
;
Okan, Mehmet
- In:
Journal of retailing and consumer services
70
(
2023
),
pp. 1-11
Persistent link: https://www.econbiz.de/10014240279
Saved in:
2
The role of customer complaint management on switching intention and customer exit in fitness centers
Campos, Pimenta, Marco Tulio
;
Mesquita, José Marcos …
- In:
Services marketing quarterly
44
(
2023
)
1
,
pp. 51-72
Persistent link: https://www.econbiz.de/10013546191
Saved in:
3
Emotion and trust in virtual service assistant design for effective service recovery
Le, Hoang T. P. M.
;
Park, Jungkun
;
Lee, Sangwoo
- In:
Journal of retailing and consumer services
74
(
2023
),
pp. 1-11
Persistent link: https://www.econbiz.de/10014364045
Saved in:
4
Would you try it again? : dual effects of customer mindfulness on service recovery
Martinez, Luisa M.
;
Pacheco, Natália Araújo
;
Ramos, …
- In:
Journal of retailing and consumer services
74
(
2023
),
pp. 1-13
Persistent link: https://www.econbiz.de/10014364668
Saved in:
5
The role of socially rich photos in generating favorable donation behavior on charity websites
Bataoui, Soffien
;
Boch, Emmanuelle
- In:
Journal of retailing and consumer services
74
(
2023
),
pp. 1-16
Persistent link: https://www.econbiz.de/10014364672
Saved in:
6
Role of downward versus upward social comparison in service recovery : testing a mediated moderation model with two empirical studies
Chen, Ke
;
Zhan, Wu
;
Sharma, Piyush
- In:
Journal of retailing and consumer services
75
(
2023
),
pp. 1-13
Persistent link: https://www.econbiz.de/10014372531
Saved in:
7
Examining the impact of service robot communication styles on customer intimacy following service failure
Park, Junsung
;
Yoo, Joon Woo
;
Cho, Youngju
;
Park, Heejun
- In:
Journal of retailing and consumer services
75
(
2023
),
pp. 1-9
Persistent link: https://www.econbiz.de/10014372639
Saved in:
8
Collaboration in service recovery : control, effort, and self-serving bias
Park, Joohyung
;
Ha, Sejin
- In:
Services marketing quarterly
43
(
2022
)
1
,
pp. 87-109
Persistent link: https://www.econbiz.de/10012801858
Saved in:
9
Is there any value in the online reviews of remedial satisfied customers? : an empirical study in the hospitality industry
Bai, Yanzhuang
;
Li, Tingwu
;
Zheng, Chundong
- In:
Journal of retailing and consumer services
64
(
2022
),
pp. 1-12
Persistent link: https://www.econbiz.de/10013209529
Saved in:
10
Managing social media recovery : the important role of service recovery transparency in retaining customers
Honora, Andreawan
;
Chih, Wen-Hai
;
Wang, Kai-Yu
- In:
Journal of retailing and consumer services
64
(
2022
),
pp. 1-11
Persistent link: https://www.econbiz.de/10013209548
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