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~isPartOf:"Erfolgreiches Beschwerdemanagement : Wege zu Prozessverbesserungen und Kundenzufriedenheit"
~isPartOf:"International journal of hospitality management"
~isPartOf:"International journal of production economics"
~isPartOf:"International journal of quality and service sciences"
~isPartOf:"Journal of business research : JBR"
~isPartOf:"Journal of the Academy of Marketing Science"
~subject:"Brand management"
~subject:"Customer integration"
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Search: subject_exact:"Customer complaints"
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Brand management
Customer integration
Beschwerdemanagement
170
Complaint management
170
Dienstleistungsqualität
115
Service quality
115
Customer satisfaction
98
Kundenzufriedenheit
98
Beziehungsmarketing
84
Relationship marketing
84
Consumer behaviour
74
Konsumentenverhalten
74
Service failure
48
Customer service
44
Kundenservice
44
Service recovery
41
Emotion
25
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19
Service industry
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18
Virales Marketing
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Markenführung
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USA
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United States
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Gastronomie
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Brand image
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Gerechtigkeit
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Justice
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Kundenintegration
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Markenimage
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Online retailing
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Online-Handel
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Satisfaction
8
Gastgewerbe
7
Hospitality industry
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Hotel industry
7
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7
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18
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Sreejesh, S.
2
Ahmed, Zafar U.
1
Alamanos, Eleftherios
1
Alatalo, Sari
1
Ali, Faizan
1
Armirotto, Vincent
1
Balaji, M. S.
1
Bose, Sunny
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DiPietro, Robin B.
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El-Manstrly, Dahlia
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Falk, Tomas
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Faroque, Anisur Rahman
1
Füller, Johann
1
Gaganpreet Singh
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1
Ghazanfar Ali Abbasi
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Grewal, Dhruv
1
Grégoire, Yany
1
Handrich, Matthias
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Hazée, Simon
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Heidenreich, Sven
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Hogreve, Jens
1
Hutzinger, Clemens
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Janda-Eble, Sergej
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Jin, Dan
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Johnen, Marius
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Khamitov, Mansur
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Kuester, Sabine
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Manu C
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Erfolgreiches Beschwerdemanagement : Wege zu Prozessverbesserungen und Kundenzufriedenheit
International journal of hospitality management
International journal of production economics
International journal of quality and service sciences
Journal of business research : JBR
Journal of the Academy of Marketing Science
Journal of retailing and consumer services
6
Service business
2
Asia-Pacific journal of business administration
1
Business horizons
1
E-marketing ; Vol. 3
1
European journal of marketing : EJM
1
Gabler Edition Wissenschaft / Innovatives Markenmanagement
1
Industrial marketing management : the international journal for industrial and high-tech firms
1
International journal of consumer studies
1
International journal of electronic marketing and retailing : IJEMR
1
International marketing review
1
Inventi impact: retailing & consumer services
1
Journal of advertising research
1
Journal of consumer marketing
1
Journal of financial services marketing
1
Journal of financial services marketing : JFSM
1
Journal of hospitality marketing & management
1
Journal of interactive marketing : a quarterly publication from the Direct Marketing Educational Foundation
1
Journal of marketing management : MM
1
Journal of retailing
1
Journal of service management
1
Journal of service research
1
Journal of service research : JSR
1
Journal of service theory and practice
1
MIS quarterly
1
Marketing letters : a journal of research in marketing
1
Research policy : policy, management and economic studies of science, technology and innovation
1
The Lahore journal of business
1
The art of digital marketing for fashion and luxury brands : market spaces and marketplaces
1
The journal of product & brand management
1
The service industries journal
1
Total quality management & business excellence : an official journal of the European Society for Organisational Excellence
1
Tourism management : research, policies, practice
1
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ECONIS (ZBW)
18
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1
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:
2
An interactive service recovery framework combining demand and supply approaches
Jin, Dan
;
DiPietro, Robin B.
;
Kim, Kawon Kathy
;
Meng, Fang
- In:
International journal of hospitality management
109
(
2023
),
pp. 1-17
Persistent link: https://www.econbiz.de/10014282502
Saved in:
3
Consumer-brand relationship : a brand hate perspective
Roy, Sanjit
;
Sharma, Apurv
;
Bose, Sunny
;
Gaganpreet Singh
- In:
Journal of business research : JBR
144
(
2022
),
pp. 1293-1304
Persistent link: https://www.econbiz.de/10013185103
Saved in:
4
The impact of negative customer engagement on market-based assets and financial performance
Rahman, Mahabubur
;
Faroque, Anisur Rahman
;
Sakka, Georgia
; …
- In:
Journal of business research : JBR
138
(
2022
),
pp. 422-435
Persistent link: https://www.econbiz.de/10013197867
Saved in:
5
Public complaining : a blessing in disguise? : educational calling as a benevolent process that gives consumers voice on brands’ social media
Siret, Iris
;
Sabadie, William
- In:
Journal of business research : JBR
150
(
2022
),
pp. 476-490
Persistent link: https://www.econbiz.de/10013365746
Saved in:
6
Do they see the signs? : organizational response behavior to customer complaint messages
Janda-Eble, Sergej
;
Polthier, Andreas
;
Kuester, Sabine
- In:
Journal of business research : JBR
137
(
2021
),
pp. 116-127
Persistent link: https://www.econbiz.de/10012665696
Saved in:
7
Recover from a service failure : the differential effects of brand betrayal and brand disappointment on an exclusive brand offering
Teck Ming Tan
;
Balaji, M. S.
;
Oikarinen, Eeva-Liisa
; …
- In:
Journal of business research : JBR
123
(
2021
),
pp. 126-139
Persistent link: https://www.econbiz.de/10012430477
Saved in:
8
Co-creation of online service recoveries and its effects on complaint bystanders
Hutzinger, Clemens
;
Weitzl, Wolfgang
- In:
Journal of business research : JBR
130
(
2021
),
pp. 525-538
Persistent link: https://www.econbiz.de/10012544868
Saved in:
9
Going on a journey : a review of the customer journey literature
Tueanrat, Yanika
;
Papagiannidis, Savvas
;
Alamanos, …
- In:
Journal of business research : JBR
125
(
2021
),
pp. 336-353
Persistent link: https://www.econbiz.de/10012494106
Saved in:
10
Managing customers' undesirable responses towards hospitality service brands during service failure : the moderating role of other customer perception
Sarkar, Abhigyan
;
Sarkar, Juhi Gahlot
;
Sreejesh, S.
- In:
International journal of hospitality management
94
(
2021
),
pp. 1-14
Persistent link: https://www.econbiz.de/10012495095
Saved in:
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