//--> //--> //--> //-->
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:"International journal of consumer studies"
~isPartOf:"International journal of hospitality management"
~isPartOf:"Managing service quality : MSQ ; an international journal"
~isPartOf:"Psychology & marketing"
~isPartOf:"Tourism management : research, policies, practice"
~subject:"Complaint management"
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_exact:"Customer complaints"
Narrow search
Delete all filters
| 6 applied filters
Year of publication
From:
To:
Subject
All
Complaint management
Beschwerdemanagement
104
Dienstleistungsqualität
72
Service quality
72
Consumer behaviour
56
Konsumentenverhalten
56
Customer satisfaction
55
Kundenzufriedenheit
55
Beziehungsmarketing
46
Relationship marketing
46
Customer service
30
Kundenservice
30
Service failure
19
Emotion
18
Service recovery
17
Gastronomie
12
Restaurant industry
12
Gerechtigkeit
11
Justice
11
USA
11
United States
11
Dienstleistungssektor
10
Service industry
10
Hotel industry
9
Hotellerie
9
Gastgewerbe
8
Hospitality industry
8
service failure
8
Viral marketing
7
Virales Marketing
7
service recovery
7
China
5
Mobile communications
5
Mobilkommunikation
5
Online retailing
5
Online-Handel
5
Service recovery performance
5
Social Web
5
Social web
5
Tourism industry
5
more ...
less ...
Online availability
All
Undetermined
51
Free
4
Type of publication
All
Article
104
Type of publication (narrower categories)
All
Article in journal
104
Aufsatz in Zeitschrift
104
Language
All
English
104
Author
All
Guchait, Priyanko
6
Jang, Soocheong
6
Mattila, Anna S.
5
Donoghue, Suné
3
MacQuilken, Lisa
3
Robertson, Nichola
3
Cai, Ruiying
2
De Klerk, Helena M.
2
Edvardsson, Bo
2
Hsu, Cathy H. C.
2
Huey Chern Boo
2
Kim, Hyunsu
2
Kim, Jong-hyeong
2
Larivière, Bart
2
Lee, Lindsey
2
Luo, Anqi
2
Madera, Juan M.
2
Magnini, Vincent P.
2
Meng, Fang
2
Miao, Li
2
Ro, Heejung
2
So, Kevin Kam Fung
2
Sparks, Beverley
2
Sreejesh, S.
2
Strydom, Nina
2
Taheri, Babak
2
Van Vaerenbergh, Yves
2
Wang, Xingyu
2
Weber, Karin
2
Wei, Wei
2
Adler, Howard
1
Ali, Faizan
1
Ali, Sara
1
Andajigarmaroudi, Saeed
1
Andreassen, Tor W.
1
Andreassen, Tor Wallin
1
Andrews, Lynda
1
Ashraf, Rohail
1
Assaf, A. Georges
1
Bachrach, Daniel G.
1
more ...
less ...
Published in...
All
International journal of consumer studies
International journal of hospitality management
Managing service quality : MSQ ; an international journal
Psychology & marketing
Tourism management : research, policies, practice
Journal of business research : JBR
70
Journal of retailing and consumer services
43
The journal of services marketing
43
Journal of hospitality marketing & management
31
Journal of service research : JSR
31
The service industries journal
27
International journal of contemporary hospitality management
20
Journal of the Academy of Marketing Science
20
Service business
20
European journal of marketing : EJM
15
Journal of retailing
15
Journal of service management
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
Journal of service research
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
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
Cogent business & management
6
more ...
less ...
Source
All
ECONIS (ZBW)
104
Showing
1
-
10
of
104
Sort
relevance
articles prioritized
date (newest first)
date (oldest first)
1
Mapping the service recovery research landscape : a bibliometric-based systematic review
Mir, Mahmood
;
Ashraf, Rohail
;
Syed, Tahir Abbas
;
Ali, Sara
- In:
Psychology & marketing
40
(
2023
)
10
,
pp. 2060-2087
Persistent link: https://www.econbiz.de/10014338470
Saved in:
2
When and why signaling frontline employee inexperience can prove to be an asset : effects on consumer forgiveness for service failure
Flacandji, Michaël
;
Cusin, Julien
;
Lunardo, Renaud
- In:
Psychology & marketing
40
(
2023
)
12
,
pp. 2728-2742
Persistent link: https://www.econbiz.de/10014432547
Saved in:
3
The customer is often wrong : investigating the influence of customer failures and apologies on frontline service employee well-being
Robertson, Nichola
;
Rotman, Jeffrey
;
MacQuilken, Lisa
; …
- In:
Psychology & marketing
40
(
2023
)
4
,
pp. 825-844
Persistent link: https://www.econbiz.de/10014290864
Saved in:
4
Digital presence in service recovery : the interactive effect of customer salutations and employee photographs in email signatures
Walsh, Gianfranco
;
Shiu, Edward
;
Schaarschmidt, Mario
; …
- In:
Psychology & marketing
39
(
2022
)
12
,
pp. 2361-2383
Persistent link: https://www.econbiz.de/10013465198
Saved in:
5
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:
6
Service failure and service recovery : a hybrid review and research agenda
Sahaf, Taiba Musadiq
;
Fazili, Asif Iqbal
- In:
International journal of consumer studies
48
(
2024
)
1
,
pp. 1-45
Persistent link: https://www.econbiz.de/10014465453
Saved in:
7
Is uniform pricing by competing retailers perceived as fair?
Wong, Phoebe
;
Vanharanta, Markus
;
Ng, Peggy M. L.
; …
- In:
International journal of consumer studies
48
(
2024
)
3
,
pp. 1-20
Persistent link: https://www.econbiz.de/10014531729
Saved in:
8
What drives customer engagement after a service failure? : the moderating role of customer trust
Honora, Andreawan
;
Chih, Wen-Hai
;
Ortiz, Jaime
- In:
International journal of consumer studies
47
(
2023
)
5
,
pp. 1714-1732
Persistent link: https://www.econbiz.de/10014335594
Saved in:
9
There's not much to tell : the impact of emotional resilience on negative word-of-mouth following service failure
Lteif, Lama
;
Rubin, Dan
;
Ball, Joan P.
;
Lamberton, Cait
- In:
Psychology & marketing
40
(
2023
)
9
,
pp. 1808-1820
Persistent link: https://www.econbiz.de/10014338326
Saved in:
10
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:
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...
//-->