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~isPartOf:"International journal of contemporary hospitality management"
~isPartOf:"Journal of business research : JBR"
~isPartOf:"Journal of service research : JSR"
~isPartOf:"The journal of services marketing"
~subject:"Beschwerdemanagement"
~subject:"Complaint management"
~type_genre:"Aufsatz in Zeitschrift"
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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
720
Kundenzufriedenheit
719
Dienstleistungsqualität
414
Service quality
414
Consumer behaviour
367
Konsumentenverhalten
367
Beziehungsmarketing
348
Relationship marketing
348
Customer service
113
Kundenservice
113
Satisfaction
79
Emotion
66
Dienstleistungssektor
65
Service industry
65
Arbeitszufriedenheit
58
Job satisfaction
58
Hotel industry
56
Hotellerie
56
Viral marketing
47
Virales Marketing
47
Brand image
41
Markenimage
41
Brand management
40
Markenführung
40
USA
40
United States
40
Online retailing
36
Online-Handel
36
Service recovery
36
Customer experience
35
Einzelhandel
34
Retail trade
34
Service failure
33
Services
31
Gastronomie
30
Loyalty
30
Restaurant industry
30
Holiday behaviour
29
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Undetermined
64
Type of publication
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Article
103
Type of publication (narrower categories)
All
Aufsatz in Zeitschrift
Article in journal
103
Language
All
English
103
Author
All
Balaji, M. S.
3
Chebat, Jean-Charles
3
Gelbrich, Katja
3
Grégoire, Yany
3
Gäthke, Jana
3
Jang, Soocheong
3
Van Vaerenbergh, Yves
3
Beatty, Sharon E.
2
Brady, Michael K.
2
Huang, Minxue
2
Hutzinger, Clemens
2
Krishnan, Balaji C.
2
Larivière, Bart
2
Matos, Celso Augusto de
2
Mattila, Anna S.
2
Patterson, Paul G.
2
Salo, Jari
2
Sengupta, Aditi Sarkar
2
Tsang, Alex S. L.
2
Vermeir, Iris
2
Weitzl, Wolfgang
2
White, Allyn
2
Zhou, Nan
2
Zhou, Yuanyuan
2
Abney, Alexandra K.
1
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
Allred, Chad R.
1
Alnawas, Ibrahim
1
Armirotto, Vincent
1
Arsenovic, Jasenko
1
Azemi, Yllka
1
Bacile, Todd J.
1
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Published in...
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International journal of contemporary hospitality management
Journal of business research : JBR
Journal of service research : JSR
The journal of services marketing
International journal of hospitality management
33
Journal of retailing and consumer services
33
Journal of hospitality marketing & management
20
Service business
18
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 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)
103
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1
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10
of
103
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date (oldest first)
1
Service mega-disruptions : a conceptual model and research agenda
Vredenburg, Jessica
;
Kapitan, Sommer
;
Jang, Sharon
- In:
The journal of services marketing
38
(
2024
)
1
,
pp. 131-144
Persistent link: https://www.econbiz.de/10014473598
Saved in:
2
Call it robot : anthropomorphic framing and failure of self-service technologies
Barone, Ada Maria
;
Stagno, Emanuela
;
Donato, Carmela
- In:
The journal of services marketing
38
(
2024
)
3
,
pp. 272-287
Persistent link: https://www.econbiz.de/10014515617
Saved in:
3
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:
4
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:
5
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:
6
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:
7
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:
8
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:
9
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:
10
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:
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