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~isPartOf:"European journal of marketing : EJM"
~isPartOf:"The service industries journal"
~subject:"Complaint management"
~subject:"Retail trade"
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Search: subject:"Customer satisfaction"
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Complaint management
Retail trade
Customer satisfaction
231
Kundenzufriedenheit
231
Dienstleistungsqualität
122
Service quality
122
Beziehungsmarketing
85
Relationship marketing
85
Consumer behaviour
83
Konsumentenverhalten
83
Beschwerdemanagement
24
Customer service
20
Kundenservice
20
customer satisfaction
20
Dienstleistungssektor
19
Emotion
19
Service industry
19
Structural equation model
15
Strukturgleichungsmodell
15
Taiwan
15
service quality
14
customer loyalty
13
Confidence
12
Dienstleistung
12
Services
12
Vertrauen
12
Arbeitszufriedenheit
11
Holiday behaviour
11
Job satisfaction
11
Online retailing
11
Online-Handel
11
Urlaubsverhalten
11
Viral marketing
11
Virales Marketing
11
Quality management
10
Qualitätsmanagement
10
Brand image
9
Customer integration
9
E-commerce
9
Electronic Commerce
9
Kundenintegration
9
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Undetermined
11
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Article
32
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Article in journal
32
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32
Systematic review
1
Übersichtsarbeit
1
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English
32
Author
All
Malhotra, Neeru
2
Tronvoll, Bård
2
Antonetti, Paolo
1
Archer-Brown, Chris
1
Ashill, Nicholas
1
Balaji, M. S.
1
Blázquez-Resino, Juán José
1
Butaney, Gul T.
1
Cai, Ruiying
1
Cantor, Victor John M.
1
Chang, Chai-jung
1
Chen, Hsi-Tien
1
Chen, Li-Fei
1
Cheng, I-shin
1
Cheng, Yin-hui
1
Chi, Christina Geng-Qing
1
Chih, Wen-hai
1
Choi, Beom Joon
1
Choi, Beom-jin
1
Choy, Yoon Leng
1
Chuang, Shih-chieh
1
Dabholkar, Pratibha A.
1
Dagger, Tracey S.
1
Dubinsky, Alan J.
1
Edvardsson, Bo
1
Foster, Carley
1
Ha, Sejin
1
Hanks, Lydia
1
Hernandez-Calderon, Araceli
1
Homayounfard, Amir
1
Hsiao, Yu-Hsiang
1
Hsu, Li-chun
1
Huang, Bo
1
Huang, Minxue
1
Huang, W. Y.
1
Iglesias Argu͏̈elles, Víctor
1
Im, Hyunjoo
1
Istanbulluoglu, Doga
1
Kasabov, Edward
1
Khajehzadeh, Saman
1
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Published in...
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European journal of marketing : EJM
The service industries journal
Journal of retailing and consumer services
115
Journal of business research : JBR
63
The journal of services marketing
39
International journal of hospitality management
34
Service business
26
Journal of hospitality marketing & management
21
Journal of retailing
21
Journal of service research : JSR
19
The international review of retail, distribution and consumer research
19
Journal of service management
18
Psychology & marketing
17
International journal of retail & distribution management
16
International journal of retail and distribution management
15
Journal of strategic marketing
15
International journal of contemporary hospitality management
14
Journal of the Academy of Marketing Science
14
Cogent business & management
13
Marketing letters : a journal of research in marketing
12
International journal of electronic marketing and retailing : IJEMR
11
International journal of quality and service sciences
10
Journal of service theory and practice
10
Managing service quality : MSQ ; an international journal
10
Journal of marketing management : MM
9
Services marketing quarterly
9
Journal of air transport management
8
Journal of hospitality & tourism research : JHTR ; the professional journal of the Council on Hotel, Restaurant, and Institutional Education
8
Journal of service research
8
Marketing intelligence & planning
8
Total quality management & business excellence : an official journal of the European Society for Organisational Excellence
8
Asia Pacific journal of marketing and logistics
7
Australasian marketing journal
7
Business horizons
7
Ilmenauer Schriften zur Betriebswirtschaftslehre
7
International journal of Indian culture and business management
7
Journal of service theory and practice : JSTP
7
Journal of travel and tourism marketing
7
SpringerLink / Bücher
7
International journal of consumer studies
6
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ECONIS (ZBW)
32
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32
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1
Understanding the role of frontline employee felt obligation in services
Malhotra, Neeru
;
Ashill, Nicholas
;
Lages, Cristiana R.
; …
- In:
The service industries journal
42
(
2022
)
11/12
,
pp. 843-871
Persistent link: https://www.econbiz.de/10013362154
Saved in:
2
The impacts of complaint efforts on
customer
satisfaction
and loyalty
Cai, Ruiying
;
Chi, Christina Geng-Qing
- In:
The service industries journal
38
(
2018
)
15/16
,
pp. 1095-1115
Persistent link: https://www.econbiz.de/10011977443
Saved in:
3
When AI-based services fail : examining the effect of the self-AI connection on willingness to share negative word-of-mouth after service failures
Huang, Bo
;
Philp, Matthew
- In:
The service industries journal
41
(
2021
)
13/14
,
pp. 877-899
Persistent link: https://www.econbiz.de/10012695297
Saved in:
4
Effects of retailers' service quality and legitimacy on behavioral intention : the role of emotions during COVID-19
Yang, Kiseol
;
Kim, Jiyoung
;
Min, Jihye
; …
- In:
The service industries journal
41
(
2021
)
1/2
,
pp. 84-106
Persistent link: https://www.econbiz.de/10012483665
Saved in:
5
Matching service failures and recovery options toward satisfaction
Cantor, Victor John M.
;
Li, Richard C.
- In:
The service industries journal
39
(
2019
)
13/14
,
pp. 901-924
Persistent link: https://www.econbiz.de/10012205901
Saved in:
6
Measuring customer pre-purchase satisfaction in a retail setting
Huang, W. Y.
;
Dubinsky, Alan J.
- In:
The service industries journal
34
(
2014
)
3
,
pp. 212-229
Persistent link: https://www.econbiz.de/10010344138
Saved in:
7
Customers' emotion regulation strategies in service failure encounters
Balaji, M. S.
;
Roy, Sanjit
;
Quazi, Ali
- In:
European journal of marketing : EJM
51
(
2017
)
5/6
,
pp. 960-982
Persistent link: https://www.econbiz.de/10011708773
Saved in:
8
Beyond exit and voice : developing an integrated taxonomy of consumer complaining behaviour
Istanbulluoglu, Doga
;
Leek, Sheena
;
Szmigin, Isabelle
- In:
European journal of marketing : EJM
51
(
2017
)
5/6
,
pp. 1109-1128
Persistent link: https://www.econbiz.de/10011708896
Saved in:
9
Store attributes leading
customer
satisfaction
with unplanned purchases
Martínez-Ruiz, María Pilar
;
Blázquez-Resino, Juán José
- In:
The service industries journal
37
(
2017
)
5/6
,
pp. 277-295
Persistent link: https://www.econbiz.de/10011741094
Saved in:
10
Consumer anger: a label in search of meaning
Antonetti, Paolo
- In:
European journal of marketing : EJM
50
(
2016
)
9/10
,
pp. 1602-1628
Persistent link: https://www.econbiz.de/10011616837
Saved in:
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