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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"
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Search: subject:"Customer satisfaction"
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Beschwerdemanagement
Complaint management
Customer satisfaction
710
Kundenzufriedenheit
708
Dienstleistungsqualität
408
Service quality
408
Consumer behaviour
358
Konsumentenverhalten
358
Beziehungsmarketing
341
Relationship marketing
341
Customer service
111
Kundenservice
111
Satisfaction
77
Emotion
65
Dienstleistungssektor
64
Service industry
64
Arbeitszufriedenheit
56
Hotel industry
56
Hotellerie
56
Job satisfaction
56
Viral marketing
47
Virales Marketing
47
Brand image
41
Markenimage
41
USA
40
United States
40
Brand management
39
Markenführung
39
Online retailing
36
Online-Handel
36
Service recovery
36
Customer experience
34
Einzelhandel
33
Retail trade
33
Service failure
32
Services
31
Gastronomie
29
Holiday behaviour
29
Loyalty
29
Restaurant industry
29
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Undetermined
62
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Article
101
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Article in journal
101
Aufsatz in Zeitschrift
101
Language
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English
101
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 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)
101
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101
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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
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
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