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~isPartOf:"Erfolgreiches Beschwerdemanagement : Wege zu Prozessverbesserungen und Kundenzufriedenheit"
~isPartOf:"Journal of marketing management : MM"
~isPartOf:"Journal of retailing"
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Beschwerdemanagement
33
Complaint management
33
Beziehungsmarketing
14
Relationship marketing
14
Consumer behaviour
12
Konsumentenverhalten
12
Customer satisfaction
10
Kundenzufriedenheit
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Erfolgreiches Beschwerdemanagement : Wege zu Prozessverbesserungen und Kundenzufriedenheit
Journal of marketing management : MM
Journal of retailing
Journal of business research : JBR
72
International journal of hospitality management
55
Journal of retailing and consumer services
43
The journal of services marketing
43
Journal of hospitality marketing & management
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Journal of service research : JSR
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International journal of contemporary hospitality management
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European journal of marketing : EJM
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Journal of service management
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Managing service quality : MSQ ; an international journal
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Journal of hospitality & tourism research : JHTR ; the professional journal of the Council on Hotel, Restaurant, and Institutional Education
13
Services marketing quarterly
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
SpringerLink / Bücher
12
International journal of consumer studies
11
International journal of quality and service sciences
9
Journal of service theory and practice
9
Journal of service theory and practice : JSTP
9
Asia Pacific journal of marketing and logistics
8
Business horizons
8
Ilmenauer Schriften zur Betriebswirtschaftslehre
8
International journal of production economics
8
Journal of strategic marketing
8
Journal of travel and tourism marketing
8
Tourism management : research, policies, practice
8
Cogent business & management
7
Marketing intelligence & planning
7
Reihe: Wissenschaftliche Arbeitspapiere / W / Institut für Marktorientierte Unternehmensführung, Universität Mannheim
7
Total quality management & business excellence : an official journal of the European Society for Organisational Excellence
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ECONIS (ZBW)
33
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1
Information search and product returns across mobile and traditional online channels
Zhang, Yufei
;
Voorhees, Clay M.
;
Chen, Lin
;
Chiang, Jeongwen
- In:
Journal of retailing
98
(
2022
)
2
,
pp. 260-276
Persistent link: https://www.econbiz.de/10013364282
Saved in:
2
Boundary conditions of the effect of customer coproduction : the case of service failure
Zolfagharian, Mohammadali
;
Felix, Reto
;
Braun, Jakob
- In:
Journal of marketing management : MM
34
(
2018
)
9/10
,
pp. 705-731
Persistent link: https://www.econbiz.de/10011935068
Saved in:
3
The effect of return policy leniency on consumer purchase and return decisions : a meta-analytic review
Janakiraman, Narayan
;
Srydal, Holly A.
;
Freling, Ryan
- In:
Journal of retailing
92
(
2016
)
2
,
pp. 226-235
Persistent link: https://www.econbiz.de/10011505034
Saved in:
4
All Anglos are alike? : a study of whinging Poms and bloody-minded Aussies
Harris, Lloyd C.
;
Russell-Bennett, Rebekah
- In:
Journal of marketing management : MM
31
(
2015
)
7/8
,
pp. 827-855
Persistent link: https://www.econbiz.de/10011309050
Saved in:
5
How does corporate social responsibility affect consumer response to service failure in buyer-seller relationships?
Bolton, Lisa E.
;
Mattila, Anna S.
- In:
Journal of retailing
91
(
2015
)
1
,
pp. 140-153
Persistent link: https://www.econbiz.de/10010500739
Saved in:
6
Managing complaints to improve customer profitability
Cambra-Fierro, Jesus
;
Melero, Iguacel
;
Sesé, F. Javier
- In:
Journal of retailing
91
(
2015
)
1
,
pp. 109-124
Persistent link: https://www.econbiz.de/10010500745
Saved in:
7
Managing negative word-of-mouth : an exploratory study
Williams, Martin
;
Buttle, Francis A.
- In:
Journal of marketing management : MM
30
(
2014
)
13/14
,
pp. 1423-1447
Persistent link: https://www.econbiz.de/10010433914
Saved in:
8
Customer rage back-story : linking needs-based cognitive appraisal to service failure type
Surachartkumtonkun, Jiraporn
;
Patterson, Paul G.
; …
- In:
Journal of retailing
89
(
2013
)
1
,
pp. 72-87
Persistent link: https://www.econbiz.de/10009732740
Saved in:
9
Fix it or leave it? : customer recovery from self-service technology failures
Zhu, Zhen
;
Nakata, Cheryl
;
Sivakumar, K.
;
Grewal, Dhruv
- In:
Journal of retailing
89
(
2013
)
1
,
pp. 15-29
Persistent link: https://www.econbiz.de/10009732748
Saved in:
10
Aligning employee service recovery performance with brand values : the role of brand-specific leadership
Khanyapuss Punjaisri
;
Evanschitzky, Heiner
;
Rudd, John
- In:
Journal of marketing management : MM
29
(
2013
)
9/10
,
pp. 981-1006
Persistent link: https://www.econbiz.de/10010194421
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