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~isPartOf:"International journal of operations & production management : IJOPM ; the official journal of the European Operations Management Association, EUROMA"
~isPartOf:"International journal of services, economics and management"
~isPartOf:"Journal of business research : JBR"
~isPartOf:"Journal of marketing"
~isPartOf:"Journal of service theory and practice"
~language:"eng"
~subject:"Complaint management"
~subject:"Customer experience"
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Search: subject:"Customer satisfaction"
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| 8 applied filters
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Subject
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Complaint management
Customer experience
Customer satisfaction
434
Kundenzufriedenheit
432
Dienstleistungsqualität
232
Service quality
232
Beziehungsmarketing
199
Relationship marketing
199
Consumer behaviour
198
Konsumentenverhalten
198
Beschwerdemanagement
67
Customer service
58
Kundenservice
58
Satisfaction
45
Emotion
32
customer satisfaction
31
Arbeitszufriedenheit
30
Job satisfaction
30
Dienstleistungssektor
29
Service industry
29
Brand management
28
Markenführung
28
Service failure
28
Brand image
27
Markenimage
27
Online retailing
27
Online-Handel
27
Viral marketing
24
Virales Marketing
24
Service recovery
23
Einzelhandel
21
Lieferantenmanagement
21
Retail trade
21
Supplier relationship management
21
Customer integration
20
Kundenintegration
20
Holiday behaviour
17
Quality management
17
Qualitätsmanagement
17
Social Web
17
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Undetermined
68
Free
4
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Article
84
Type of publication (narrower categories)
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Article in journal
84
Aufsatz in Zeitschrift
84
Language
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English
Author
All
Balaji, M. S.
3
Chebat, Jean-Charles
3
De Keyser, Arne
3
Ciuchita, Robert
2
Giebelhausen, Michael
2
Grégoire, Yany
2
Gäthke, Jana
2
Huang, Minxue
2
Hutzinger, Clemens
2
Krishnan, Balaji C.
2
Orsingher, Chiara
2
Salo, Jari
2
Sengupta, Aditi Sarkar
2
Smith, Jeffery S.
2
Sörqvist, Patrik
2
Tsang, Alex S. L.
2
Van Vaerenbergh, Yves
2
Voss, Christopher A.
2
Weitzl, Wolfgang
2
Zhou, Nan
2
Zhou, Yuanyuan
2
Adil, Mohd
1
Aghazadeh, Hashem
1
Ahmadi, Zahra
1
Alamanos, Eleftherios
1
Alatalo, Sari
1
Ali, Faizan
1
Alkire, Linda
1
Allard, Thomas
1
Ambika, Anupama
1
Anderson, Sidney
1
Andreassen, Tor W.
1
Andrews, Michelle
1
Anh Dung Vu
1
Anwar, Sohail
1
Armirotto, Vincent
1
Arsenovic, Jasenko
1
Azemi, Yllka
1
Bacile, Todd J.
1
Baker, Melissa A.
1
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International journal of operations & production management : IJOPM ; the official journal of the European Operations Management Association, EUROMA
International journal of services, economics and management
Journal of business research : JBR
Journal of marketing
Journal of service theory and practice
Journal of retailing and consumer services
60
International journal of hospitality management
44
The journal of services marketing
42
Journal of hospitality marketing & management
21
Journal of service management
19
Service business
18
International journal of contemporary hospitality management
16
The service industries journal
16
Journal of service research : JSR
15
Journal of the Academy of Marketing Science
12
European journal of marketing : EJM
10
Journal of service theory and practice : JSTP
10
Marketing letters : a journal of research in marketing
10
International journal of quality and service sciences
9
Psychology & marketing
9
Journal of air transport management
8
Journal of retailing
8
Services marketing quarterly
8
Asia Pacific journal of marketing and logistics
7
Business horizons
7
Journal of hospitality & tourism research : JHTR ; the professional journal of the Council on Hotel, Restaurant, and Institutional Education
7
Managing service quality : MSQ ; an international journal
7
Journal of strategic marketing
6
Cogent business & management
5
Journal of consumer behaviour : an international research review
5
Journal of financial services marketing : JFSM
5
Journal of hospitality and tourism insights
5
Journal of service research
5
Journal of travel and tourism marketing
5
Asia-Pacific journal of business administration
4
Australasian marketing journal
4
International journal of retail & distribution management
4
International journal of services and operations management
4
Journal of consumer marketing
4
Journal of interactive marketing : a quarterly publication from the Direct Marketing Educational Foundation
4
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ECONIS (ZBW)
84
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1
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84
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date (oldest first)
1
The demand-what-you-want strategy to service recovery : achieving high
customer
satisfaction
with low service failure compensation using anchoring and precision effects
Korn, Nathalie
;
Björkman, Jesper
;
Ek, Peter
;
Pihlgren, …
- In:
Journal of service theory and practice
33
(
2023
)
7
,
pp. 73-93
Persistent link: https://www.econbiz.de/10014448174
Saved in:
2
GraphEx : visualizing and managing customer experience in its multidimensionality
Sahhar, Yasin
;
Loohuis, Raymond
;
Henseler, Jörg
- In:
Journal of service theory and practice
33
(
2023
)
7
,
pp. 94-115
Persistent link: https://www.econbiz.de/10014448187
Saved in:
3
The writing is on the wall : predicting customers' evaluation of customer-firm interactions using computerized text analysis
Ferreira, Caitlin
;
Robertson, Jeandri
;
Chohan, Raeesah
; …
- In:
Journal of service theory and practice
33
(
2023
)
2
,
pp. 309-327
Persistent link: https://www.econbiz.de/10014302313
Saved in:
4
Where service recovery meets its paradox : implications for avoiding overcompensation
Edström, Andreas
;
Nylander, Beatrice
;
Molin, Jonas
; …
- In:
Journal of service theory and practice
32
(
2022
)
7
,
pp. 1-13
Persistent link: https://www.econbiz.de/10013485922
Saved in:
5
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:
6
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:
7
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:
8
Factors influencing consumer forgiveness : a systematic literature review and directions for future research
Kim, Yungchul
;
Ho, Ting Hin
;
Tan, Lay Peng
;
Casidy, Riza
- In:
Journal of service theory and practice
33
(
2023
)
5
,
pp. 601-628
Persistent link: https://www.econbiz.de/10014339764
Saved in:
9
When frontline robots emerge: the double-edged-sword effect of anticipated trust on intention to switch brands after service failure
Cui, Jinsheng
;
Zhang, Mengwei
;
Zhong, Jianan
- In:
Journal of service theory and practice
33
(
2023
)
6
,
pp. 842-872
Persistent link: https://www.econbiz.de/10014448129
Saved in:
10
Customer intention to participate in service recovery : what is it and what are the drivers?
Singh, Gurbir
;
Mishra, Abhishek
- In:
Journal of service theory and practice
33
(
2023
)
6
,
pp. 873-900
Persistent link: https://www.econbiz.de/10014448148
Saved in:
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