//--> //--> //--> //-->
Toggle navigation
Logout
Change account settings
EN
DE
ES
FR
A-Z
Beta
About EconBiz
News
Thesaurus (STW)
Research Skills
Help
EN
DE
ES
FR
My account
Logout
Change account settings
Login
Publications
Events
Your search terms
Search
Retain my current filters
~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"
Search options
All Fields
Title
Exact title
Subject
Author
Institution
ISBN/ISSN
Published in...
Publisher
Open Access only
Advanced
Search history
My EconBiz
Favorites
Loans
Reservations
Fines
You are here:
Home
Search: subject:"Customer satisfaction"
Narrow search
Delete all filters
| 9 applied filters
Year of publication
From:
To:
Subject
All
Complaint management
Customer experience
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
Dienstleistungssektor
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
more ...
less ...
Online availability
All
Undetermined
71
Free
4
Type of publication
All
Article
94
Type of publication (narrower categories)
All
Article in journal
94
Aufsatz in Zeitschrift
94
Systematic review
1
Übersichtsarbeit
1
Language
All
English
Author
All
Balaji, M. S.
4
Chebat, Jean-Charles
3
De Keyser, Arne
3
Huang, Minxue
3
Tsang, Alex S. L.
3
Zhou, Nan
3
Zhou, Yuanyuan
3
Ciuchita, Robert
2
Giebelhausen, Michael
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
Smith, Jeffery S.
2
Sörqvist, Patrik
2
Tronvoll, Bård
2
Van Vaerenbergh, Yves
2
Voss, Christopher A.
2
Weitzl, Wolfgang
2
Adil, Mohd
1
Aghazadeh, Hashem
1
Ahmadi, Zahra
1
Alamanos, Eleftherios
1
Alatalo, Sari
1
Ali, Faizan
1
Alkire, Linda
1
Allard, Thomas
1
Ambika, Anupama
1
Anderson, Sidney
1
Andreassen, Tor W.
1
Andrews, Michelle
1
Anh Dung Vu
1
Antonetti, Paolo
1
Anwar, Sohail
1
Armirotto, Vincent
1
Arsenovic, Jasenko
1
more ...
less ...
Published in...
All
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
60
International journal of hospitality management
44
The journal of services marketing
42
Journal of hospitality marketing & management
21
Journal of service management
19
Service business
18
International journal of contemporary hospitality management
16
The service industries journal
16
Journal of service research : JSR
15
Journal of the Academy of Marketing Science
12
Journal of service theory and practice : JSTP
10
Marketing letters : a journal of research in marketing
10
International journal of quality and service sciences
9
Psychology & marketing
9
Journal of air transport management
8
Journal of retailing
8
Services marketing quarterly
8
Asia Pacific journal of marketing and logistics
7
Business horizons
7
Journal of hospitality & tourism research : JHTR ; the professional journal of the Council on Hotel, Restaurant, and Institutional Education
7
Managing service quality : MSQ ; an international journal
7
Journal of strategic marketing
6
Cogent business & management
5
Journal of consumer behaviour : an international research review
5
Journal of financial services marketing : JFSM
5
Journal of hospitality and tourism insights
5
Journal of service research
5
Journal of travel and tourism marketing
5
Asia-Pacific journal of business administration
4
Australasian marketing journal
4
International journal of retail & distribution management
4
International journal of services and operations management
4
Journal of consumer marketing
4
Journal of interactive marketing : a quarterly publication from the Direct Marketing Educational Foundation
4
more ...
less ...
Source
All
ECONIS (ZBW)
94
Showing
1
-
10
of
94
Sort
relevance
articles prioritized
date (newest first)
date (oldest first)
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:
1
2
3
4
5
6
7
8
9
10
Next
Last
Results per page
10
25
50
100
250
A service of the
zbw
×
Loading...
//-->