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~isPartOf:"International journal of production economics"
~isPartOf:"Journal of service research : JSR"
~isPartOf:"Journal of the Academy of Marketing Science"
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Search: subject_exact:"Consumer complaints"
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Beschwerdemanagement
59
Complaint management
59
Dienstleistungsqualität
37
Service quality
37
Customer satisfaction
28
Kundenzufriedenheit
28
Beziehungsmarketing
25
Relationship marketing
25
Consumer behaviour
22
Konsumentenverhalten
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Customer service
14
Kundenservice
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Dienstleistungssektor
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service recovery
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Emotion
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service failure
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Service recovery
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Meta-Analyse
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Virales Marketing
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Online-Marketing
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Services marketing
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Spillover effect
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Spillover-Effekt
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anger
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satisfaction
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Brand image
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Brand management
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English
59
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Grégoire, Yany
5
Gelbrich, Katja
4
Brady, Michael K.
3
McColl-Kennedy, Janet R.
3
Tsarenko, Yelena
3
Chen, Jing
2
Larivière, Bart
2
Orsingher, Chiara
2
Patterson, Paul G.
2
Roschk, Holger
2
Sénécal, Sylvain
2
Van Vaerenbergh, Yves
2
Vermeir, Iris
2
Walsh, Gianfranco
2
Albrecht, Arne Keno
1
Allen, Alexis M.
1
Amorim, Marlene
1
Ashworth, Laurence
1
Baker, Thomas L.
1
Basso, Kenny
1
Bearden, William O.
1
Beatty, Sharon E.
1
Bilstein, Nicola
1
Blut, Markus
1
Bonifield, Carolyn
1
Borah, Sourav Bikash
1
Boshoff, Christo
1
Brock, Christian
1
Capella, Michael L.
1
Casidy, Riza
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Chan, Kimmy Wa
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Chen, Youhua
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Cheng, T. C. E.
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Cole, Catherine A.
1
Darke, Peter R.
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Demirag, Ozgun Caliskan
1
Diamantopoulos, Adamantios
1
Dong, Beibei
1
Dose, David
1
Du, Jiangang
1
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International journal of production economics
Journal of service research : JSR
Journal of the Academy of Marketing Science
Journal of business research : JBR
72
International journal of hospitality management
55
Journal of retailing and consumer services
43
The journal of services marketing
43
Journal of hospitality marketing & management
31
The service industries journal
27
International journal of contemporary hospitality management
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)
59
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1
The impact of online reviews in the presence of customer returns
Sun, Miao
;
Chen, Jing
;
Tian, Ye
;
Yan, Yufei
- In:
International journal of production economics
232
(
2021
),
pp. 1-13
Persistent link: https://www.econbiz.de/10012495550
Saved in:
2
Examining consumer complaints from an on-demand service platform
Yan, Nina
;
Xu, Xun
;
Tong, Tingting
;
Huang, Liujia
- In:
International journal of production economics
237
(
2021
),
pp. 1-10
Persistent link: https://www.econbiz.de/10012607202
Saved in:
3
Money-back guarantee in the presence of strategic customer behavior
Huang, Zongsheng
;
Huang, Lingchen
;
Zhao, Yingxue
;
Meng, …
- In:
International journal of production economics
239
(
2021
),
pp. 1-14
Persistent link: https://www.econbiz.de/10012648792
Saved in:
4
Managing customer returns strategy with the option of selling returned products
Xing, Wan
;
Li, Dan
;
Chen, Jing
;
Lei, Yongqin
- In:
International journal of production economics
230
(
2020
),
pp. 1-14
Persistent link: https://www.econbiz.de/10012388481
Saved in:
5
Leveraging service recovery strategies to reduce customer churn in an emerging market
Borah, Sourav Bikash
;
Prakhya, Srinivas
;
Sharma, Amalesh
- In:
Journal of the Academy of Marketing Science
48
(
2020
)
5
,
pp. 848-868
Persistent link: https://www.econbiz.de/10012301271
Saved in:
6
A systematic review of brand transgression, service failure recovery and product-harm crisis : integration and guiding insights
Khamitov, Mansur
;
Grégoire, Yany
;
Suri, Anshu
- In:
Journal of the Academy of Marketing Science
48
(
2020
)
3
,
pp. 519-542
Persistent link: https://www.econbiz.de/10012290970
Saved in:
7
Omnichannel retailers' return policy strategies in the presence of competition
Jin, Delong
;
Demirag, Ozgun Caliskan
;
Chen, Youhua
; …
- In:
International journal of production economics
225
(
2020
),
pp. 1-14
Persistent link: https://www.econbiz.de/10012293898
Saved in:
8
Multichannel service failure and recovery in a O2O era : a qualitative multi-method research in the banking services industry
Reis, João
;
Amorim, Marlene
;
Melão, Nuno
- In:
International journal of production economics
215
(
2019
),
pp. 24-33
Persistent link: https://www.econbiz.de/10012036645
Saved in:
9
When pushing back is good : the effectiveness of brand responses to social media complaints
Johnen, Marius
;
Schnittka, Oliver
- In:
Journal of the Academy of Marketing Science
47
(
2019
)
5
,
pp. 858-878
Persistent link: https://www.econbiz.de/10012107337
Saved in:
10
Identifying appropriate compensation types for service failures : a meta-analytic and experimental analysis
Roschk, Holger
;
Gelbrich, Katja
- In:
Journal of service research : JSR
17
(
2014
)
2
,
pp. 195-211
Persistent link: https://www.econbiz.de/10010356813
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