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~isPartOf:"International journal of contemporary hospitality management"
~isPartOf:"Journal of business research : JBR"
~isPartOf:"Journal of service research : JSR"
~isPartOf:"Journal of the Academy of Marketing Science"
~subject:"Beschwerdemanagement"
~subject:"Complaint management"
~type_genre:"Article in journal"
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Search: subject:"Customer satisfaction"
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| 7 applied filters
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Subject
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Beschwerdemanagement
Complaint management
Customer satisfaction
601
Kundenzufriedenheit
600
Dienstleistungsqualität
313
Service quality
313
Consumer behaviour
292
Konsumentenverhalten
292
Beziehungsmarketing
273
Relationship marketing
273
Customer service
74
Kundenservice
74
Satisfaction
61
Emotion
53
Hotel industry
51
Hotellerie
51
Arbeitszufriedenheit
45
Job satisfaction
45
Dienstleistungssektor
44
Service industry
44
Brand image
39
Markenimage
39
Viral marketing
39
Virales Marketing
39
Brand management
38
Markenführung
38
USA
33
United States
33
Online retailing
32
Online-Handel
32
Service failure
32
Service recovery
30
Gastronomie
27
Holiday behaviour
27
Lieferantenmanagement
27
Restaurant industry
27
Supplier relationship management
27
Urlaubsverhalten
27
Customer loyalty
25
Einzelhandel
25
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Online availability
All
Undetermined
56
Type of publication
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Article
87
Type of publication (narrower categories)
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Article in journal
Aufsatz in Zeitschrift
87
Language
All
English
87
Author
All
Grégoire, Yany
6
Gelbrich, Katja
4
Balaji, M. S.
3
Chebat, Jean-Charles
3
Gäthke, Jana
3
Van Vaerenbergh, Yves
3
Brady, Michael K.
2
Hogreve, Jens
2
Huang, Minxue
2
Hutzinger, Clemens
2
Jang, Soocheong
2
Krishnan, Balaji C.
2
Larivière, Bart
2
Mandl, Leonhard
2
Orsingher, Chiara
2
Salo, Jari
2
Sengupta, Aditi Sarkar
2
Suri, Anshu
2
Sénécal, Sylvain
2
Tsang, Alex S. L.
2
Vermeir, Iris
2
Voorhees, Clay M.
2
Weitzl, Wolfgang
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
Albrecht, Arne Keno
1
Ali, Faizan
1
Allen, Alexis M.
1
Alnawas, Ibrahim
1
Armirotto, Vincent
1
Arsenovic, Jasenko
1
Azemi, Yllka
1
Bacile, Todd J.
1
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Published in...
All
International journal of contemporary hospitality management
Journal of business research : JBR
Journal of service research : JSR
Journal of the Academy of Marketing Science
International journal of hospitality management
33
Journal of retailing and consumer services
33
The journal of services marketing
27
Journal of hospitality marketing & management
20
Service business
18
The service industries journal
14
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 research
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
Cogent business & management
6
Journal of marketing
6
Journal of strategic marketing
6
Business horizons
5
Journal of consumer behaviour : an international research review
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
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
Administrative Sciences : open access journal
3
Asia-Pacific journal of business administration
3
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Source
All
ECONIS (ZBW)
87
Showing
1
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10
of
87
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articles prioritized
date (newest first)
date (oldest first)
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
Virtual versus human : unraveling consumer reactions to service failures through influencer types
Zhao, Taiyang
;
Ran, Yaxuan
;
Wu, Banggang
;
Wang, Valerie …
- In:
Journal of business research : JBR
178
(
2024
),
pp. 1-12
Persistent link: https://www.econbiz.de/10014555571
Saved in:
3
The blame shift : robot service failures hold service firms more accountable
Ryoo, Yuhosua
;
Jeon, Yongwoog Andy
;
Kim, WooJin
- In:
Journal of business research : JBR
171
(
2024
),
pp. 1-14
Persistent link: https://www.econbiz.de/10014535999
Saved in:
4
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:
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
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
Saved in:
8
Service failures in times of crisis : an analysis of eWOM emotionality
Gerrath, Maximilian H. E. E.
;
Mafael, Alexander
; …
- In:
Journal of business research : JBR
154
(
2023
),
pp. 1-12
Persistent link: https://www.econbiz.de/10013468762
Saved in:
9
Platform-centric vs. multi-party service failure : an examination of consumers' negative word of mouth about sharing economy platforms
Wu, Luorong
;
Liu, Qing
;
Ma, Shihan
;
Hanks, Lydia
- In:
International journal of contemporary hospitality management
35
(
2023
)
4
,
pp. 1332-1375
Persistent link: https://www.econbiz.de/10014280782
Saved in:
10
The effect of service failure severity on brand forgiveness : the moderating role of interpersonal attachment styles and thinking styles
Alnawas, Ibrahim
;
Al Khateeb, Amr
;
Abu Farha, Allam K.
; …
- In:
International journal of contemporary hospitality management
35
(
2023
)
5
,
pp. 1691-1712
Persistent link: https://www.econbiz.de/10014280877
Saved in:
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