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~isPartOf:"European journal of marketing : EJM"
~isPartOf:"International journal of hospitality management"
~isPartOf:"Journal of service research : JSR"
~isPartOf:"The journal of services marketing"
~subject:"Complaint management"
~subject:"Justice"
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Search: subject_exact:"Customer complaints"
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Complaint management
Justice
Beschwerdemanagement
144
Dienstleistungsqualität
102
Service quality
102
Customer satisfaction
85
Kundenzufriedenheit
85
Consumer behaviour
71
Konsumentenverhalten
71
Beziehungsmarketing
59
Relationship marketing
59
Customer service
39
Kundenservice
39
Service failure
25
Emotion
24
Service recovery
22
USA
17
United States
17
Dienstleistungssektor
15
Service industry
15
Gastronomie
12
Restaurant industry
12
service recovery
12
Viral marketing
10
Virales Marketing
10
Gerechtigkeit
9
Hotel industry
9
Hotellerie
9
service failure
9
Gastgewerbe
8
Hospitality industry
8
Mobile communications
8
Mobilkommunikation
8
China
7
Dienstleistungsmarketing
6
Services marketing
6
Social Web
6
Social web
6
Complaints
5
Coping strategy
5
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144
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144
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144
Systematic review
1
Ãœbersichtsarbeit
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English
144
Author
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Mattila, Anna S.
8
Jang, Soocheong
7
Guchait, Priyanko
6
Tsarenko, Yelena
6
Brady, Michael K.
3
Gelbrich, Katja
3
McColl-Kennedy, Janet R.
3
Patterson, Paul G.
3
Sparks, Beverley
3
Tojib, Dewi
3
Beatty, Sharon E.
2
Choi, Beom Joon
2
Fan, Alei
2
Hoffman, K. Douglas
2
Huey Chern Boo
2
Kim, Hyunsu
2
Kim, Jong-hyeong
2
Lages, Cristiana R.
2
Larivière, Bart
2
Lee, Lindsey
2
Luo, Anqi
2
MacQuilken, Lisa
2
Madera, Juan M.
2
Magnini, Vincent P.
2
Matos, Celso Augusto de
2
Meng, Fang
2
Miao, Li
2
Ro, Heejung
2
Robertson, Nichola
2
Roschk, Holger
2
So, Kevin Kam Fung
2
Sreejesh, S.
2
Strizhakova, Yuliya
2
Svari, Sander
2
Svensson, Göran
2
Taheri, Babak
2
Van Vaerenbergh, Yves
2
Vermeir, Iris
2
Walsh, Gianfranco
2
Wang, Xingyu
2
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European journal of marketing : EJM
International journal of hospitality management
Journal of service research : JSR
The journal of services marketing
Journal of business research : JBR
72
Journal of retailing and consumer services
43
Journal of hospitality marketing & management
31
The service industries journal
27
International journal of contemporary hospitality management
20
Journal of the Academy of Marketing Science
20
Service business
20
Psychology & marketing
16
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
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
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
Asia Pacific journal of marketing and logistics
8
Business horizons
8
Erfolgreiches Beschwerdemanagement : Wege zu Prozessverbesserungen und Kundenzufriedenheit
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
7
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ECONIS (ZBW)
144
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144
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1
Service mega-disruptions : a conceptual model and research agenda
Vredenburg, Jessica
;
Kapitan, Sommer
;
Jang, Sharon
- In:
The journal of services marketing
38
(
2024
)
1
,
pp. 131-144
Persistent link: https://www.econbiz.de/10014473598
Saved in:
2
Customers' intention to compliment and complain via AI-enabled platforms : a self-disclosure perspective
Cai, Ruiying
;
Wang, Yao-Chin
;
Sun, Jie
- In:
International journal of hospitality management
116
(
2024
),
pp. 1-12
Persistent link: https://www.econbiz.de/10014457799
Saved in:
3
Call it robot : anthropomorphic framing and failure of self-service technologies
Barone, Ada Maria
;
Stagno, Emanuela
;
Donato, Carmela
- In:
The journal of services marketing
38
(
2024
)
3
,
pp. 272-287
Persistent link: https://www.econbiz.de/10014515617
Saved in:
4
Virtually present others and their influence on complainants' follow-ups and firm response
Rios, Rosa E.
;
Riquelme, Hernan E.
;
Comai, Alessandro
- In:
The journal of services marketing
37
(
2023
)
8
,
pp. 989-1003
Persistent link: https://www.econbiz.de/10014333589
Saved in:
5
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:
6
The evolution of service failure and recovery research in hospitality and tourism : an integrative review and future research directions
Kim, Hyunsu
;
So, Kevin Kam Fung
- In:
International journal of hospitality management
111
(
2023
),
pp. 1-13
Persistent link: https://www.econbiz.de/10014310875
Saved in:
7
Keep fighting or give up? : an investigation of consumer regret over repetitive failures in weight loss services
Liu, Yi-Fen
;
Ling, I-Ling
- In:
The journal of services marketing
36
(
2022
)
1
,
pp. 29-43
Persistent link: https://www.econbiz.de/10012798380
Saved in:
8
Disentangling the dynamics of service failure and service recovery in peer-to-peer accommodations : a triadic perspective
Kim, Hyunsu
;
So, Kevin Kam Fung
;
Mihalik, Brian J.
- In:
International journal of hospitality management
100
(
2022
),
pp. 1-12
Persistent link: https://www.econbiz.de/10013266162
Saved in:
9
Consumer effort in service encounters : the overlooked impact of surface acting
Cook, Laurel Aynne
;
Bone, Paula Fitzgerald
;
Sadeghein, Raika
- In:
The journal of services marketing
36
(
2022
)
2
,
pp. 297-309
Persistent link: https://www.econbiz.de/10013407489
Saved in:
10
Customer responses to service failures on social media
Varnali, Kaan
;
Cesmeci, Caner
- In:
The journal of services marketing
36
(
2022
)
5
,
pp. 691-709
Persistent link: https://www.econbiz.de/10013407589
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