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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 the Academy of Marketing Science"
~isPartOf:"The Lahore journal of business"
~subject:"Brand management"
~subject:"Customer integration"
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Search: subject_exact:"Customer complaints"
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Brand management
Customer integration
Beschwerdemanagement
101
Complaint management
101
Dienstleistungsqualität
70
Service quality
70
Customer satisfaction
53
Kundenzufriedenheit
53
Beziehungsmarketing
46
Relationship marketing
46
Consumer behaviour
37
Konsumentenverhalten
37
Service failure
26
Customer service
25
Kundenservice
25
Service recovery
21
Dienstleistungssektor
16
Service industry
16
Emotion
14
Gastronomie
10
Restaurant industry
10
USA
9
United States
9
Gastgewerbe
7
Hospitality industry
7
Hotel industry
7
Hotellerie
7
Viral marketing
6
Virales Marketing
6
Brand image
5
China
5
Gerechtigkeit
5
Justice
5
Markenführung
5
Markenimage
5
Service recovery performance
5
Hospital
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Krankenhaus
4
Kundenintegration
4
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8
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8
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8
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Sreejesh, S.
2
Azar, Sana
1
DiPietro, Robin B.
1
Falk, Tomas
1
Grewal, Dhruv
1
Grégoire, Yany
1
Handrich, Matthias
1
Heidenreich, Sven
1
Jin, Dan
1
Johnen, Marius
1
Khamitov, Mansur
1
Kim, Kawon Kathy
1
Manu C
1
Meng, Fang
1
Najam, Faryal
1
Paul, Justin
1
Roggeveen, Anne L.
1
Sarkar, Abhigyan
1
Sarkar, Juhi Gahlot
1
Schnittka, Oliver
1
Suri, Anshu
1
Torres, Edwin N.
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Tsiros, Michael
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Wittkowski, Kristina
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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 the Academy of Marketing Science
The Lahore journal of business
Journal of business research : JBR
11
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 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)
8
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1
Maneuvering angry consumers toward brand forgiveness and repatronage : the moderating role of personality and recovery strategies
Najam, Faryal
;
Azar, Sana
- In:
The Lahore journal of business
10
(
2022
)
2
,
pp. 1-17
Persistent link: https://www.econbiz.de/10014280602
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
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:
4
Tell us your concern, and we shall together address! : role of service booking channels and brand equity on post-failure outcomes
Manu C
;
Sreejesh, S.
;
Paul, Justin
- In:
International journal of hospitality management
96
(
2021
),
pp. 1-13
Persistent link: https://www.econbiz.de/10012585701
Saved in:
5
A systematic review of brand transgression, service failure recovery and product-harm crisis : integration and guiding insights
Khamitov, Mansur
;
Grégoire, Yany
;
Suri, Anshu
- In:
Journal of the Academy of Marketing Science
48
(
2020
)
3
,
pp. 519-542
Persistent link: https://www.econbiz.de/10012290970
Saved in:
6
When pushing back is good : the effectiveness of brand responses to social media complaints
Johnen, Marius
;
Schnittka, Oliver
- In:
Journal of the Academy of Marketing Science
47
(
2019
)
5
,
pp. 858-878
Persistent link: https://www.econbiz.de/10012107337
Saved in:
7
The dark side of customer co-creation : exploring the consequences of failed co-created services
Heidenreich, Sven
;
Wittkowski, Kristina
;
Handrich, Matthias
- In:
Journal of the Academy of Marketing Science
43
(
2015
)
3
,
pp. 279-296
Persistent link: https://www.econbiz.de/10011287133
Saved in:
8
Understanding the co-creation effect : when does collaborating with customers provide a lift to service recovery?
Roggeveen, Anne L.
;
Tsiros, Michael
;
Grewal, Dhruv
- In:
Journal of the Academy of Marketing Science
40
(
2012
)
6
,
pp. 771-790
Persistent link: https://www.econbiz.de/10009679038
Saved in:
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