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~isPartOf:"International journal of contemporary hospitality management"
~isPartOf:"Journal of business research : JBR"
~isPartOf:"Journal of retailing and consumer services"
~subject:"Beschwerdemanagement"
~subject:"Complaint management"
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Search: subject:"Customer satisfaction"
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Beschwerdemanagement
Complaint management
Customer satisfaction
852
Kundenzufriedenheit
848
Consumer behaviour
538
Konsumentenverhalten
538
Beziehungsmarketing
445
Relationship marketing
445
Dienstleistungsqualität
441
Service quality
441
Satisfaction
114
Online retailing
103
Online-Handel
103
Einzelhandel
100
Retail trade
100
Customer service
94
Kundenservice
94
Viral marketing
72
Virales Marketing
72
Brand management
68
Markenführung
68
Brand image
62
Emotion
62
Markenimage
62
Hotel industry
60
Hotellerie
60
E-commerce
55
Electronic Commerce
55
Arbeitszufriedenheit
52
Job satisfaction
52
Customer loyalty
51
Customer experience
44
Loyalty
44
Social Web
44
Social web
44
Confidence
43
Vertrauen
43
Internet marketing
42
Online-Marketing
42
Dienstleistungssektor
40
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Undetermined
69
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Article
92
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Article in journal
92
Aufsatz in Zeitschrift
92
Language
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English
92
Author
All
Balaji, M. S.
3
Chebat, Jean-Charles
3
Borges, Adilson
2
Gelbrich, Katja
2
Gohary, Ali
2
Grégoire, Yany
2
Gäthke, Jana
2
Hamzelu, Bahman
2
Harun, Ahasan
2
Huang, Minxue
2
Hutzinger, Clemens
2
Jang, Soocheong
2
Krishnan, Balaji C.
2
Pacheco, Natália Araújo
2
Rokonuzzaman, Md
2
Salo, Jari
2
Sengupta, Aditi Sarkar
2
Tsang, Alex S. L.
2
Weitzl, Wolfgang
2
Zheng, Chundong
2
Zhou, Nan
2
Zhou, Yuanyuan
2
Abu Farha, Allam K.
1
Aghazadeh, Hashem
1
Aguilar-Rojas, Oscar
1
Akarsu, Tugra Nazlil
1
Al Khateeb, Amr
1
Alamanos, Eleftherios
1
Alatalo, Sari
1
Ali, Faizan
1
Alizadeh, Hamid
1
Alnawas, Ibrahim
1
Altinigne, Nesenur
1
Arikan, Esra
1
Armirotto, Vincent
1
Arsenovic, Jasenko
1
Azemi, Yllka
1
Babin, Barry J.
1
Bacile, Todd J.
1
Bagherzadeh, Ramin
1
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Published in...
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International journal of contemporary hospitality management
Journal of business research : JBR
Journal of retailing and consumer services
International journal of hospitality management
33
The journal of services marketing
27
Journal of hospitality marketing & management
20
Service business
18
Journal of service research : JSR
15
The service industries journal
14
Journal of the Academy of Marketing Science
11
European journal of marketing : EJM
10
Journal of service management
10
Marketing letters : a journal of research in marketing
10
Psychology & marketing
9
Journal of air transport management
8
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
Asia Pacific journal of marketing and logistics
6
Ilmenauer Schriften zur Betriebswirtschaftslehre
6
Journal of marketing
6
Journal of strategic marketing
6
Business horizons
5
Cogent business & management
5
Journal of consumer behaviour : an international research review
5
Journal of service research
5
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
International journal of services, economics and management
4
Journal of consumer marketing
4
Journal of travel and tourism marketing
4
SpringerLink / Bücher
4
Total quality management & business excellence
4
Total quality management & business excellence : an official journal of the European Society for Organisational Excellence
4
Tourism management : research, policies, practice
4
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ECONIS (ZBW)
92
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92
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1
Toward a framework for perceived yuanfen in the accommodation service encounter : a grounded theory study
Tang, Xiangjie
;
Fong, Lawrence Hoc Nang
;
So, Amy Siu Ian
- In:
International journal of contemporary hospitality management
36
(
2024
)
1
,
pp. 155-181
Persistent link: https://www.econbiz.de/10014483406
Saved in:
2
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:
3
Role of downward versus upward social comparison in service recovery : testing a mediated moderation model with two empirical studies
Chen, Ke
;
Zhan, Wu
;
Sharma, Piyush
- In:
Journal of retailing and consumer services
75
(
2023
),
pp. 1-13
Persistent link: https://www.econbiz.de/10014372531
Saved in:
4
Examining the impact of service robot communication styles on customer intimacy following service failure
Park, Junsung
;
Yoo, Joon Woo
;
Cho, Youngju
;
Park, Heejun
- In:
Journal of retailing and consumer services
75
(
2023
),
pp. 1-9
Persistent link: https://www.econbiz.de/10014372639
Saved in:
5
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:
6
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:
7
Emotion and trust in virtual service assistant design for effective service recovery
Le, Hoang T. P. M.
;
Park, Jungkun
;
Lee, Sangwoo
- In:
Journal of retailing and consumer services
74
(
2023
),
pp. 1-11
Persistent link: https://www.econbiz.de/10014364045
Saved in:
8
Would you try it again? : dual effects of customer mindfulness on service recovery
Martinez, Luisa M.
;
Pacheco, Natália Araújo
;
Ramos, …
- In:
Journal of retailing and consumer services
74
(
2023
),
pp. 1-13
Persistent link: https://www.econbiz.de/10014364668
Saved in:
9
The role of socially rich photos in generating favorable donation behavior on charity websites
Bataoui, Soffien
;
Boch, Emmanuelle
- In:
Journal of retailing and consumer services
74
(
2023
),
pp. 1-16
Persistent link: https://www.econbiz.de/10014364672
Saved in:
10
Mitigating immediate and lagged effects of customer mistreatment on service failure and sabotage : critical roles of service recovery behaviors
Wang, I-An
;
Chen, Pei-Chi
;
Chi, Nai-Wen
- In:
Journal of business research : JBR
154
(
2023
),
pp. 1-17
Persistent link: https://www.econbiz.de/10013468630
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