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~isPartOf:"Ilmenauer Schriften zur Betriebswirtschaftslehre"
~isPartOf:"Journal of service research : JSR"
~subject:"Bibliometrics"
~subject:"Complaint management"
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Search: subject:"Customer satisfaction"
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Bibliometrics
Complaint management
Customer satisfaction
97
Kundenzufriedenheit
97
Dienstleistungsqualität
54
Service quality
54
Beziehungsmarketing
46
Relationship marketing
46
Consumer behaviour
43
Konsumentenverhalten
43
Beschwerdemanagement
21
Customer service
21
Kundenservice
21
Dienstleistungssektor
15
Service industry
15
Dienstleistung
10
Dienstleistungsmarketing
9
Services marketing
9
USA
9
United States
9
Services
8
customer satisfaction
8
service recovery
8
Emotion
7
service failure
7
Arbeitszufriedenheit
6
Job satisfaction
6
Lieferantenmanagement
6
Reklamation
6
Selbstbedienung
6
Self-service
6
Supplier relationship management
6
Customer value
5
Einzelhandel
5
Kundenwert
5
Online retailing
5
Online-Handel
5
Retail trade
5
Salespeople
5
Verkaufspersonal
5
satisfaction
5
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8
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3
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Article
16
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6
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3
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3
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English
16
German
6
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Roschk, Holger
7
Gelbrich, Katja
6
Bernt, Dana
2
Larivière, Bart
2
Müller, Jana
2
Van Vaerenbergh, Yves
2
Vermeir, Iris
2
Albrecht, Arne Keno
1
Bearden, William O.
1
Beatty, Sharon E.
1
Bowen, David E.
1
Brady, Michael K.
1
Capella, Michael L.
1
Casidy, Riza
1
Dong, Beibei
1
Evans, Kenneth R.
1
Fang, Zheng
1
Gentlemen, Gramercy
1
Gruen, Thomas W.
1
Grégoire, Yany
1
Guo, Lin
1
Gäthke, Jana
1
Haws, Kelly L.
1
Hill, Ronald Paul
1
Hopkins, Lucas M.
1
Jiang, Minghua
1
Lotz, Sherry L.
1
Loureiro, Yuliya Komarova
1
Luo, Xueming
1
McColl-Kennedy, Janet R.
1
Newton, Joshua D.
1
Orsingher, Chiara
1
Patterson, Paul G.
1
Pugh, Harrison B.
1
Rapp, Justine M.
1
Robertson, Nichola
1
Schneider, Benjamin
1
Sembada, Agung
1
Shaw, Robin N.
1
Sivakumar, K.
1
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Ilmenauer Schriften zur Betriebswirtschaftslehre
Journal of service research : JSR
Journal of business research : JBR
48
International journal of hospitality management
35
Journal of retailing and consumer services
33
The journal of services marketing
28
Journal of hospitality marketing & management
25
Service business
18
International journal of contemporary hospitality management
17
The service industries journal
16
Journal of the Academy of Marketing Science
13
Journal of service management
11
Marketing letters : a journal of research in marketing
11
European journal of marketing : EJM
10
Tourism management : research, policies, practice
10
Journal of air transport management
9
Journal of service research
9
Psychology & marketing
9
Journal of service theory and practice
8
Services marketing quarterly
8
International journal of quality and service sciences
7
Journal of hospitality & tourism research : JHTR ; the professional journal of the Council on Hotel, Restaurant, and Institutional Education
7
Journal of retailing
7
Journal of service theory and practice : JSTP
7
Managing service quality : MSQ ; an international journal
7
Total quality management & business excellence : an official journal of the European Society for Organisational Excellence
7
Asia Pacific journal of marketing and logistics
6
Cogent business & management
6
Journal of consumer behaviour : an international research review
6
Journal of marketing
6
Journal of strategic marketing
6
Total quality management & business excellence
6
Business horizons
5
International journal of services, economics and management
5
Journal of travel and tourism marketing
5
Administrative Sciences : open access journal
4
Australasian marketing journal
4
International journal of operations & production management : IJOPM ; the official journal of the European Operations Management Association, EUROMA
4
International journal of services and operations management
4
Journal of consumer marketing
4
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ECONIS (ZBW)
22
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1
Deck the halls with boughs of holly to soften evaluations of service failure
Newton, Joshua D.
;
Wong, Jimmy
;
Casidy, Riza
- In:
Journal of service research : JSR
21
(
2018
)
4
,
pp. 389-404
Persistent link: https://www.econbiz.de/10011951796
Saved in:
2
Businesses beware : consumer immoral retaliation in response to perceived moral violations by companies
Loureiro, Yuliya Komarova
;
Haws, Kelly L.
;
Bearden, …
- In:
Journal of service research : JSR
21
(
2018
)
2
,
pp. 184-200
Persistent link: https://www.econbiz.de/10011855788
Saved in:
3
A customer scorned : effects of employee reprimands in frontline service encounters
Pugh, Harrison B.
;
Brady, Michael K.
;
Hopkins, Lucas M.
- In:
Journal of service research : JSR
21
(
2018
)
2
,
pp. 219-234
Persistent link: https://www.econbiz.de/10011855801
Saved in:
4
Quantifying the dynamic effects of service recovery on
customer
satisfaction
: evidence from Chinese mobile phone markets
Fang, Zheng
;
Luo, Xueming
;
Jiang, Minghua
- In:
Journal of service research : JSR
16
(
2013
)
3
,
pp. 341-355
Persistent link: https://www.econbiz.de/10009782132
Saved in:
5
Perceptions of group versus individual service failures and their effects on customer outcomes : the role of attributions and customer entitlement
Albrecht, Arne Keno
;
Walsh, Gianfranco
;
Beatty, Sharon E.
- In:
Journal of service research : JSR
20
(
2017
)
2
,
pp. 188-203
Persistent link: https://www.econbiz.de/10011684846
Saved in:
6
The role of perceived control in customer value cocreation and service recovery evaluation
Guo, Lin
;
Lotz, Sherry L.
;
Tang, Chuanyi
;
Gruen, Thomas W.
- In:
Journal of service research : JSR
19
(
2016
)
1
,
pp. 39-56
Persistent link: https://www.econbiz.de/10011433138
Saved in:
7
Antiservice as guiding maxim : tough lessons from a maximum security prison
Hill, Ronald Paul
;
Capella, Michael L.
;
Rapp, Justine M.
; …
- In:
Journal of service research : JSR
19
(
2016
)
1
,
pp. 57-71
Persistent link: https://www.econbiz.de/10011433173
Saved in:
8
Recovering coproduced service failures : antecedents, consequences, and moderators of locus of recovery
Dong, Beibei
;
Sivakumar, K.
;
Evans, Kenneth R.
;
Zou, …
- In:
Journal of service research : JSR
19
(
2016
)
3
,
pp. 291-306
Persistent link: https://www.econbiz.de/10011665411
Saved in:
9
The positive effects of customers’ power on their behavioral responses after service failure
Sembada, Agung
;
Tsarenko, Yelena
;
Tojib, Dewi
- In:
Journal of service research : JSR
19
(
2016
)
3
,
pp. 337-351
Persistent link: https://www.econbiz.de/10011665459
Saved in:
10
Unpacking customer rage elicitation : a dynamic model
Surachartkumtonkun, Jiraporn
;
McColl-Kennedy, Janet R.
; …
- In:
Journal of service research : JSR
18
(
2015
)
2
,
pp. 177-192
Persistent link: https://www.econbiz.de/10011283710
Saved in:
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