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~isPartOf:"International journal of production economics"
~isPartOf:"Journal of retailing and consumer services"
~isPartOf:"Managing service quality : MSQ ; an international journal"
~isPartOf:"Service business"
~isPartOf:"SpringerLink / Bücher"
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Search: subject_exact:"Complaint management"
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Beschwerdemanagement
97
Complaint management
97
Dienstleistungsqualität
69
Service quality
69
Customer satisfaction
64
Kundenzufriedenheit
64
Beziehungsmarketing
53
Relationship marketing
53
Consumer behaviour
44
Konsumentenverhalten
44
Service recovery
26
Customer service
22
Kundenservice
22
Service failure
20
Justice
18
Gerechtigkeit
16
Reklamation
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Viral marketing
13
Virales Marketing
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Kundenmanagement
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Mobile communications
10
Mobilkommunikation
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Dienstleistungssektor
9
Emotion
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Online retailing
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Online-Handel
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Satisfaction
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Service industry
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Ethiopia
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Äthiopien
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Perceived justice
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USA
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United States
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Customer integration
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Deutschland
5
Germany
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Kundenintegration
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Selbstbedienung
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Self-service
5
Beziehungsmanagement
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English
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German
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Van Vaerenbergh, Yves
3
Cambra-Fierro, Jesús
2
Chen, Jing
2
Edvardsson, Bo
2
Gohary, Ali
2
Hamzelu, Bahman
2
Harun, Ahasan
2
Karande, Kiran
2
Khantimirov, Denis
2
Larivière, Bart
2
Melero-Polo, Iguácel
2
Pacheco, Natália Araújo
2
Park, Jungkun
2
Rokonuzzaman, Md
2
Roschk, Holger
2
Alizadeh, Hamid
1
Altinigne, Nesenur
1
Amorim, Marlene
1
Andreassen, Tor W.
1
Arikan, Esra
1
Ashley, Christy
1
Babin, Barry J.
1
Bagherzadeh, Ramin
1
Bai, Yanzhuang
1
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Bali, Zsofia
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Bennett, Roger
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Bicho, Marta
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Bougoure, Ursula Sigrid
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Bozkurt, Sıddık
1
Brock, Christian
1
Bruns, Andrea
1
Cambra-Fierro, Jesus
1
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International journal of production economics
Journal of retailing and consumer services
Managing service quality : MSQ ; an international journal
Service business
SpringerLink / Bücher
Journal of business research : JBR
72
International journal of hospitality management
55
The journal of services marketing
43
Journal of hospitality marketing & management
31
Journal of service research : JSR
31
The service industries journal
27
International journal of contemporary hospitality management
20
Journal of the Academy of Marketing Science
20
Psychology & marketing
16
European journal of marketing : EJM
15
Journal of retailing
15
Journal of service research
15
Journal of service management
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
International journal of consumer studies
11
Journal of marketing management : MM
10
Ilmenauer Schriften zur Betriebswirtschaftslehre
9
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
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)
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1
Can robots recover a service using interactional justice as employees do? : a literature review-based assessment
Lajante, Mathieu
;
Remisch, David
;
Dorofeev, Nikita
- In:
Service business
17
(
2023
)
1
,
pp. 315-357
Persistent link: https://www.econbiz.de/10014282973
Saved in:
2
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:
3
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:
4
Underscoring trainer's lack of effort or talent in service failure of personal fitness training : customers' negative word-of-mouth response
Park, Sangchul
;
Lee, Hyun-Woo
;
Nite, Calvin
- In:
Service business
17
(
2023
)
4
,
pp. 1025-1050
Persistent link: https://www.econbiz.de/10014504697
Saved in:
5
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:
6
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:
7
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:
8
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:
9
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:
10
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
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