//--> //--> //--> //-->
Toggle navigation
Logout
Change account settings
EN
DE
ES
FR
A-Z
Beta
About EconBiz
News
Thesaurus (STW)
Research Skills
Help
EN
DE
ES
FR
My account
Logout
Change account settings
Login
Publications
Events
Your search terms
Search
Retain my current filters
~isPartOf:"International journal of production economics"
~isPartOf:"Journal of service research : JSR"
~isPartOf:"Psychology & marketing"
~subject:"service recovery"
Search options
All Fields
Title
Exact title
Subject
Author
Institution
ISBN/ISSN
Published in...
Publisher
Open Access only
Advanced
Search history
My EconBiz
Favorites
Loans
Reservations
Fines
You are here:
Home
Search: subject_exact:"Consumer complaints"
Narrow search
Delete all filters
| 4 applied filters
Year of publication
From:
To:
Subject
All
service recovery
Beschwerdemanagement
55
Complaint management
55
Dienstleistungsqualität
32
Service quality
32
Consumer behaviour
29
Konsumentenverhalten
29
Customer satisfaction
26
Kundenzufriedenheit
26
Beziehungsmarketing
23
Relationship marketing
23
Customer service
17
Kundenservice
17
service failure
13
Emotion
12
Dienstleistungssektor
9
Service industry
9
USA
6
United States
6
Viral marketing
5
Virales Marketing
5
Einzelhandel
4
Mobile communications
4
Mobilkommunikation
4
Retail trade
4
satisfaction
4
Gerechtigkeit
3
Justice
3
Meta-Analyse
3
Meta-analysis
3
Online retailing
3
Online-Handel
3
anger
3
cocreation
3
Arbeitszufriedenheit
2
China
2
Cognition
2
Competition
2
Coping strategy
2
Coping-Strategie
2
more ...
less ...
Online availability
All
Undetermined
8
Free
3
Type of publication
All
Article
15
Type of publication (narrower categories)
All
Article in journal
15
Aufsatz in Zeitschrift
15
Language
All
English
15
Author
All
Ali, Sara
1
Ashraf, Rohail
1
Bachrach, Daniel G.
1
Baker, Thomas L.
1
Ball, Joan P.
1
Bearden, William O.
1
Brady, Michael K.
1
Capella, Michael L.
1
Cusin, Julien
1
Dong, Beibei
1
Evans, Kenneth R.
1
Fang, Zheng
1
Flacandji, Michaël
1
Gelbrich, Katja
1
Gentlemen, Gramercy
1
Gruen, Thomas W.
1
Grégoire, Yany
1
Guo, Lin
1
Gäthke, Jana
1
Hassan, Louise
1
Haws, Kelly L.
1
Hill, Ronald Paul
1
Hopkins, Lucas M.
1
Jaramillo, Susana
1
Jiang, Minghua
1
Lages, Cristiana R.
1
Lamberton, Cait
1
Larivière, Bart
1
Lindsey-Hall, Kristina K.
1
Lotz, Sherry L.
1
Loureiro, Yuliya Komarova
1
Lteif, Lama
1
Lunardo, Renaud
1
Luo, Xueming
1
Mir, Mahmood
1
Mostafa, Rania B.
1
Nawaz, Raheel
1
Orsingher, Chiara
1
Pugh, Harrison B.
1
Rapp, Justine M.
1
more ...
less ...
Published in...
All
International journal of production economics
Journal of service research : JSR
Psychology & marketing
Journal of hospitality marketing & management
7
Journal of service research
5
Journal of hospitality & tourism research : JHTR ; the professional journal of the Council on Hotel, Restaurant, and Institutional Education
4
International journal of business information systems : IJBIS
3
International journal of services, economics and management
3
Journal of strategic marketing
3
Services marketing quarterly
3
The service industries journal
3
Total quality management & business excellence
3
International journal of services and operations management
2
Journal of Asia Pacific business
2
Journal of relationship marketing : innovations & enhancements for customer service, relations & satisfaction
2
Accounting perspectives : a journal of The Canadian Academic Accounting Association
1
Administrative Sciences : open access journal
1
Australasian marketing journal : AMJ ; official journal of the Australia-New Zealand Marketing Academy (ANZMAC)
1
Cogent business & management
1
Cornell hospitality quarterly : CQ
1
International journal of business communication : IJBC ; a publication of the Association of Business Communication
1
International journal of consumer studies
1
International journal of economics and business research
1
International journal of electronic commerce : IJEC
1
International journal of electronic customer relationship management : IJECRM
1
International journal of electronic marketing and retailing : IJEMR
1
International journal of financial services management : IJFSM
1
International journal of hospitality management
1
International journal of services and standards
1
International journal of shipping and transport logistics : IJSTL
1
International journal of technology marketing : IJTMkt
1
Journal of business ethics : JOBE
1
Journal of global marketing
1
Journal of interactive marketing
1
Journal of international consumer marketing
1
Journal of management and strategy : JMS
1
Journal of marketing
1
Journal of marketing management : MM
1
Journal of marketing research : JMR
1
Journal of personal selling & sales management
1
Journal of travel and tourism marketing
1
more ...
less ...
Source
All
ECONIS (ZBW)
15
Showing
1
-
10
of
15
Sort
relevance
articles prioritized
date (newest first)
date (oldest first)
1
Mapping the service recovery research landscape : a bibliometric-based systematic review
Mir, Mahmood
;
Ashraf, Rohail
;
Syed, Tahir Abbas
;
Ali, Sara
- In:
Psychology & marketing
40
(
2023
)
10
,
pp. 2060-2087
Persistent link: https://www.econbiz.de/10014338470
Saved in:
2
When and why signaling frontline employee inexperience can prove to be an asset : effects on consumer forgiveness for service failure
Flacandji, Michaël
;
Cusin, Julien
;
Lunardo, Renaud
- In:
Psychology & marketing
40
(
2023
)
12
,
pp. 2728-2742
Persistent link: https://www.econbiz.de/10014432547
Saved in:
3
Digital presence in service recovery : the interactive effect of customer salutations and employee photographs in email signatures
Walsh, Gianfranco
;
Shiu, Edward
;
Schaarschmidt, Mario
; …
- In:
Psychology & marketing
39
(
2022
)
12
,
pp. 2361-2383
Persistent link: https://www.econbiz.de/10013465198
Saved in:
4
There's not much to tell : the impact of emotional resilience on negative word-of-mouth following service failure
Lteif, Lama
;
Rubin, Dan
;
Ball, Joan P.
;
Lamberton, Cait
- In:
Psychology & marketing
40
(
2023
)
9
,
pp. 1808-1820
Persistent link: https://www.econbiz.de/10014338326
Saved in:
5
An examination of frontline employee-customer incidental similarities in service failure and recovery contexts
Lindsey-Hall, Kristina K.
;
Jaramillo, Susana
;
Baker, …
- In:
Psychology & marketing
40
(
2023
)
6
,
pp. 1047-1060
Persistent link: https://www.econbiz.de/10014291713
Saved in:
6
Businesses beware : consumer immoral retaliation in response to perceived moral violations by companies
Loureiro, Yuliya Komarova
;
Haws, Kelly L.
;
Bearden, …
- In:
Journal of service research : JSR
21
(
2018
)
2
,
pp. 184-200
Persistent link: https://www.econbiz.de/10011855788
Saved in:
7
A customer scorned : effects of employee reprimands in frontline service encounters
Pugh, Harrison B.
;
Brady, Michael K.
;
Hopkins, Lucas M.
- In:
Journal of service research : JSR
21
(
2018
)
2
,
pp. 219-234
Persistent link: https://www.econbiz.de/10011855801
Saved in:
8
The role of perceived control in customer value cocreation and service recovery evaluation
Guo, Lin
;
Lotz, Sherry L.
;
Tang, Chuanyi
;
Gruen, Thomas W.
- In:
Journal of service research : JSR
19
(
2016
)
1
,
pp. 39-56
Persistent link: https://www.econbiz.de/10011433138
Saved in:
9
Antiservice as guiding maxim : tough lessons from a maximum security prison
Hill, Ronald Paul
;
Capella, Michael L.
;
Rapp, Justine M.
; …
- In:
Journal of service research : JSR
19
(
2016
)
1
,
pp. 57-71
Persistent link: https://www.econbiz.de/10011433173
Saved in:
10
Service recovery via social media : the social influence effects of virtual presence
Schaefers, Tobias
;
Schamari, Julia
- In:
Journal of service research : JSR
19
(
2016
)
2
,
pp. 192-208
Persistent link: https://www.econbiz.de/10011485442
Saved in:
1
2
Next
Last
Results per page
10
25
50
100
250
A service of the
zbw
×
Loading...
//-->