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~isPartOf:"European journal of marketing : EJM"
~isPartOf:"International journal of operations & production management : IJOPM ; the official journal of the European Operations Management Association, EUROMA"
~isPartOf:"International journal of services, economics and management"
~isPartOf:"Journal of business research : JBR"
~isPartOf:"Journal of marketing"
~isPartOf:"Journal of service theory and practice"
~language:"eng"
~subject:"Complaint management"
~subject:"Customer experience"
~subject:"Dienstleistungssektor"
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Search: subject:"Customer satisfaction"
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Complaint management
Customer experience
Dienstleistungssektor
Customer satisfaction
493
Kundenzufriedenheit
491
Dienstleistungsqualität
254
Service quality
254
Consumer behaviour
231
Konsumentenverhalten
231
Beziehungsmarketing
222
Relationship marketing
222
Beschwerdemanagement
77
Customer service
64
Kundenservice
64
Satisfaction
48
Emotion
39
Arbeitszufriedenheit
34
Job satisfaction
34
Brand management
33
Markenführung
33
Service industry
33
Brand image
31
Markenimage
31
customer satisfaction
31
Online retailing
30
Online-Handel
30
Service failure
30
Viral marketing
29
Virales Marketing
29
Lieferantenmanagement
24
Service recovery
24
Supplier relationship management
24
Einzelhandel
23
Retail trade
23
Customer integration
20
Kundenintegration
20
Confidence
19
Vertrauen
19
E-commerce
17
Electronic Commerce
17
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Undetermined
85
Free
4
Type of publication
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Article
120
Type of publication (narrower categories)
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Article in journal
120
Aufsatz in Zeitschrift
120
Systematic review
2
Übersichtsarbeit
2
Conference paper
1
Konferenzbeitrag
1
Language
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English
Author
All
Balaji, M. S.
4
Chebat, Jean-Charles
3
De Keyser, Arne
3
Gallan, Andrew S.
3
Giebelhausen, Michael
3
Huang, Minxue
3
Tsang, Alex S. L.
3
Voorhees, Clay M.
3
Zhou, Nan
3
Zhou, Yuanyuan
3
Ali, Faizan
2
Brady, Michael K.
2
Ciuchita, Robert
2
Dagger, Tracey S.
2
Grégoire, Yany
2
Gäthke, Jana
2
Hutzinger, Clemens
2
Krishnan, Balaji C.
2
McColl-Kennedy, Janet R.
2
Orsingher, Chiara
2
Salo, Jari
2
Sengupta, Aditi Sarkar
2
Sirianni, Nancy J.
2
Smith, Jeffery S.
2
Sousa, Rui
2
Sörqvist, Patrik
2
Tronvoll, Bård
2
Van Vaerenbergh, Yves
2
Voss, Christopher A.
2
Weitzl, Wolfgang
2
Abney, Alexandra K.
1
Adil, Mohd
1
Aghazadeh, Hashem
1
Ahmadi, Zahra
1
Alamanos, Eleftherios
1
Alatalo, Sari
1
Alkire, Linda
1
Allard, Thomas
1
Ambika, Anupama
1
Anderson, Laurel
1
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European journal of marketing : EJM
International journal of operations & production management : IJOPM ; the official journal of the European Operations Management Association, EUROMA
International journal of services, economics and management
Journal of business research : JBR
Journal of marketing
Journal of service theory and practice
Journal of retailing and consumer services
77
The journal of services marketing
64
International journal of hospitality management
47
The service industries journal
30
Journal of service research : JSR
28
Service business
27
Journal of service management
24
Journal of hospitality marketing & management
23
International journal of contemporary hospitality management
20
Services marketing quarterly
17
Journal of service research
14
Journal of the Academy of Marketing Science
14
International journal of quality and service sciences
13
Journal of service theory and practice : JSTP
13
International journal of services and operations management
12
Psychology & marketing
12
Total quality management & business excellence : an official journal of the European Society for Organisational Excellence
12
Managing service quality : MSQ ; an international journal
11
Business horizons
10
Journal of air transport management
10
Marketing letters : a journal of research in marketing
10
Journal of hospitality & tourism research : JHTR ; the professional journal of the Council on Hotel, Restaurant, and Institutional Education
9
Journal of retailing
9
Journal of strategic marketing
9
Total quality management & business excellence
9
Asia Pacific journal of marketing and logistics
7
Cogent business & management
6
Journal of hospitality and tourism insights
6
Australasian marketing journal
5
Industrial marketing management : the international journal for industrial and high-tech firms
5
International journal of retail & distribution management
5
International journal of services and operations management : IJSOM
5
Journal of consumer behaviour : an international research review
5
Journal of consumer marketing
5
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ECONIS (ZBW)
120
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1
The demand-what-you-want strategy to service recovery : achieving high
customer
satisfaction
with low service failure compensation using anchoring and precision effects
Korn, Nathalie
;
Björkman, Jesper
;
Ek, Peter
;
Pihlgren, …
- In:
Journal of service theory and practice
33
(
2023
)
7
,
pp. 73-93
Persistent link: https://www.econbiz.de/10014448174
Saved in:
2
GraphEx : visualizing and managing customer experience in its multidimensionality
Sahhar, Yasin
;
Loohuis, Raymond
;
Henseler, Jörg
- In:
Journal of service theory and practice
33
(
2023
)
7
,
pp. 94-115
Persistent link: https://www.econbiz.de/10014448187
Saved in:
3
The writing is on the wall : predicting customers' evaluation of customer-firm interactions using computerized text analysis
Ferreira, Caitlin
;
Robertson, Jeandri
;
Chohan, Raeesah
; …
- In:
Journal of service theory and practice
33
(
2023
)
2
,
pp. 309-327
Persistent link: https://www.econbiz.de/10014302313
Saved in:
4
Where service recovery meets its paradox : implications for avoiding overcompensation
Edström, Andreas
;
Nylander, Beatrice
;
Molin, Jonas
; …
- In:
Journal of service theory and practice
32
(
2022
)
7
,
pp. 1-13
Persistent link: https://www.econbiz.de/10013485922
Saved in:
5
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:
6
Coping, rumination, and electronic word-of-mouth : segmenting consumer responses to service failure via fuzzy clustering
Gonnon, Martin
;
Taheri, Babak
;
Disegna, Marta
;
Prayag, …
- In:
Journal of business research : JBR
166
(
2023
),
pp. 1-15
Persistent link: https://www.econbiz.de/10014380316
Saved in:
7
A time(ly) perspective of the service recovery paradox : how organizational learning moderates follow-up recovery effects
Lunardo, Renaud
;
Cusin, Julien
;
Flacandji, Michaël
- In:
Journal of business research : JBR
166
(
2023
),
pp. 1-14
Persistent link: https://www.econbiz.de/10014380317
Saved in:
8
Factors influencing consumer forgiveness : a systematic literature review and directions for future research
Kim, Yungchul
;
Ho, Ting Hin
;
Tan, Lay Peng
;
Casidy, Riza
- In:
Journal of service theory and practice
33
(
2023
)
5
,
pp. 601-628
Persistent link: https://www.econbiz.de/10014339764
Saved in:
9
When frontline robots emerge: the double-edged-sword effect of anticipated trust on intention to switch brands after service failure
Cui, Jinsheng
;
Zhang, Mengwei
;
Zhong, Jianan
- In:
Journal of service theory and practice
33
(
2023
)
6
,
pp. 842-872
Persistent link: https://www.econbiz.de/10014448129
Saved in:
10
Customer intention to participate in service recovery : what is it and what are the drivers?
Singh, Gurbir
;
Mishra, Abhishek
- In:
Journal of service theory and practice
33
(
2023
)
6
,
pp. 873-900
Persistent link: https://www.econbiz.de/10014448148
Saved in:
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