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~isPartOf:"International journal of production economics"
~isPartOf:"Journal of retailing and consumer services"
~isPartOf:"Journal of service research : JSR"
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Search: subject_exact:"Consumer complaints"
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Beschwerdemanagement
82
Complaint management
82
Dienstleistungsqualität
59
Service quality
59
Customer satisfaction
50
Kundenzufriedenheit
50
Beziehungsmarketing
43
Relationship marketing
43
Consumer behaviour
38
Konsumentenverhalten
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Customer service
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Kundenservice
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Service recovery
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Service failure
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Justice
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Viral marketing
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Virales Marketing
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Emotion
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Gerechtigkeit
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Mobile communications
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Mobilkommunikation
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service recovery
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Service industry
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USA
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United States
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service failure
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Online retailing
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Online-Handel
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Einzelhandel
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Ethiopia
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Kundenintegration
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Perceived justice
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Retail trade
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English
82
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Gelbrich, Katja
4
Roschk, Holger
3
Tsarenko, Yelena
3
Brady, Michael K.
2
Casidy, Riza
2
Chen, Jing
2
Fan, Xiucheng
2
Gohary, Ali
2
Hamzelu, Bahman
2
Harun, Ahasan
2
Karande, Kiran
2
Khantimirov, Denis
2
Larivière, Bart
2
McColl-Kennedy, Janet R.
2
Pacheco, Natália Araújo
2
Patterson, Paul G.
2
Rokonuzzaman, Md
2
Santos, Cristiane Pizzutti dos
2
Van Vaerenbergh, Yves
2
Vermeir, Iris
2
Walsh, Gianfranco
2
Albrecht, Arne Keno
1
Alizadeh, Hamid
1
Altinigne, Nesenur
1
Amorim, Marlene
1
Arikan, Esra
1
Ashley, Christy
1
Babin, Barry J.
1
Bagherzadeh, Ramin
1
Bai, Yanzhuang
1
Baker, Thomas L.
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Bambauer-Sachse, Silke
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Basil, Debra Z.
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Basso, Kenny
1
Bataoui, Soffien
1
Bearden, William O.
1
Beatty, Sharon E.
1
Berbel-Pineda, Juan M.
1
Bicho, Marta
1
Blut, Markus
1
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International journal of production economics
Journal of retailing and consumer services
Journal of service research : JSR
Journal of business research : JBR
72
International journal of hospitality management
55
The journal of services marketing
43
Journal of hospitality marketing & management
31
The service industries journal
27
International journal of contemporary hospitality management
20
Journal of the Academy of Marketing Science
20
Service business
20
Psychology & marketing
16
European journal of marketing : EJM
15
Journal of retailing
15
Journal of service research
15
Journal of service management
14
Managing service quality : MSQ ; an international journal
14
Journal of hospitality & tourism research : JHTR ; the professional journal of the Council on Hotel, Restaurant, and Institutional Education
13
Services marketing quarterly
13
Journal of air transport management
12
Journal of consumer behaviour : an international research review
12
Journal of marketing
12
Marketing letters : a journal of research in marketing
12
SpringerLink / Bücher
12
International journal of consumer studies
11
Journal of marketing management : MM
10
International journal of quality and service sciences
9
Journal of service theory and practice
9
Journal of service theory and practice : JSTP
9
Asia Pacific journal of marketing and logistics
8
Business horizons
8
Erfolgreiches Beschwerdemanagement : Wege zu Prozessverbesserungen und Kundenzufriedenheit
8
Ilmenauer Schriften zur Betriebswirtschaftslehre
8
Journal of strategic marketing
8
Journal of travel and tourism marketing
8
Tourism management : research, policies, practice
8
Cogent business & management
7
Marketing intelligence & planning
7
Reihe: Wissenschaftliche Arbeitspapiere / W / Institut für Marktorientierte Unternehmensführung, Universität Mannheim
7
Total quality management & business excellence : an official journal of the European Society for Organisational Excellence
7
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ECONIS (ZBW)
82
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1
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:
2
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:
3
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:
4
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:
5
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:
6
May robots be held responsible for service failure and recovery? : the role of robot service provider agents' human-likeness
Arikan, Esra
;
Altinigne, Nesenur
;
Kuzgun, Ebru
;
Okan, Mehmet
- In:
Journal of retailing and consumer services
70
(
2023
),
pp. 1-11
Persistent link: https://www.econbiz.de/10014240279
Saved in:
7
Chatbots and service failure : when does it lead to customer aggression
Huang, Yu-Shan
;
Dootson, Paula
- In:
Journal of retailing and consumer services
68
(
2022
),
pp. 1-11
Persistent link: https://www.econbiz.de/10013366333
Saved in:
8
Seekers' complaint behavior in crowdsourcing : an uncertainty perspective
Yang, Xi
;
Zhao, Quanwu
;
Sun, Heshan
- In:
Journal of retailing and consumer services
68
(
2022
),
pp. 1-13
Persistent link: https://www.econbiz.de/10013366381
Saved in:
9
Is there any value in the online reviews of remedial satisfied customers? : an empirical study in the hospitality industry
Bai, Yanzhuang
;
Li, Tingwu
;
Zheng, Chundong
- In:
Journal of retailing and consumer services
64
(
2022
),
pp. 1-12
Persistent link: https://www.econbiz.de/10013209529
Saved in:
10
Managing social media recovery : the important role of service recovery transparency in retaining customers
Honora, Andreawan
;
Chih, Wen-Hai
;
Wang, Kai-Yu
- In:
Journal of retailing and consumer services
64
(
2022
),
pp. 1-11
Persistent link: https://www.econbiz.de/10013209548
Saved in:
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