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~isPartOf:"International journal of quality and service sciences"
~isPartOf:"Journal of interactive marketing : a quarterly publication from the Direct Marketing Educational Foundation"
~isPartOf:"Journal of service research : JSR"
~subject:"Beschwerdemanagement"
~subject:"Services"
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Search: "Customer relationship management"
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Beschwerdemanagement
Services
Beziehungsmarketing
235
Relationship marketing
235
Consumer behaviour
115
Konsumentenverhalten
115
Customer satisfaction
76
Kundenzufriedenheit
75
Dienstleistungsqualität
73
Service quality
73
Internet marketing
32
Online-Marketing
32
Social Web
32
Social web
32
Customer integration
29
Kundenintegration
29
Customer value
27
Kundenwert
27
Dienstleistungssektor
26
Service industry
26
Customer service
23
Kundenservice
23
Brand management
19
Markenführung
19
USA
19
United States
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Complaint management
18
Viral marketing
16
Virales Marketing
16
Emotion
15
Online retailing
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Online-Handel
15
Brand image
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Dienstleistung
14
Markenimage
14
Services marketing
14
Confidence
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Dienstleistungsmarketing
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English
34
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Evanschitzky, Heiner
2
Haws, Kelly L.
2
Schaefers, Tobias
2
Walsh, Gianfranco
2
Ahasanul Haque
1
Albrecht, Arne Keno
1
Alexander, Matthew
1
Allen, Alexis M.
1
Argyris, Young Anna
1
Arun Kumar Tarofder
1
Azam, S. M. Ferdous
1
Bacile, Todd J.
1
Barnes, Donald C.
1
Basso, Kenny
1
Bearden, William O.
1
Beatty, Sharon E.
1
Benoit, Sabine
1
Berry, Leonard L.
1
Blut, Markus
1
Bowen, David E.
1
Brady, Michael K.
1
Brock, Christian
1
Chacko, Dony Peter
1
Chandler, Jennifer D.
1
Chatmi, Arbia
1
Collier, Joel E.
1
Dong, Beibei
1
Elasri, Karim
1
Evans, Kenneth R.
1
Fang, Zheng
1
Ferraro, Rosellina
1
Flynn, Andrea Godfrey
1
Garvare, Rickard
1
Gelbrich, Katja
1
Grewal, Dhruv
1
Haumann, Till
1
Hopkins, Lucas M.
1
Huang, Ming-hui
1
Jaakkola, Elina
1
Jiang, Minghua
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International journal of quality and service sciences
Journal of interactive marketing : a quarterly publication from the Direct Marketing Educational Foundation
Journal of service research : JSR
Journal of business research : JBR
44
The journal of services marketing
40
Journal of retailing and consumer services
33
International journal of hospitality management
30
Journal of service management
19
The service industries journal
19
Journal of service research
17
Services marketing quarterly
14
SpringerLink / Bücher
14
Journal of hospitality marketing & management
13
International journal of contemporary hospitality management
12
Service business
12
Journal of the Academy of Marketing Science
10
Tourism management : research, policies, practice
9
Journal of marketing
8
Journal of retailing
8
Business horizons
7
Industrial marketing management : the international journal for industrial and high-tech firms
7
International journal of services and operations management
7
Journal of service theory and practice
7
Managing service quality : MSQ ; an international journal
7
Marketing letters : a journal of research in marketing
7
European journal of marketing : EJM
6
Gabler Edition Wissenschaft / Focus Dienstleistungsmarketing
6
International journal of operations & production management : IJOPM ; the official journal of the European Operations Management Association, EUROMA
6
International journal of production economics
6
International journal of services, economics and management
6
Journal of hospitality & tourism research : JHTR ; the professional journal of the Council on Hotel, Restaurant, and Institutional Education
6
Journal of marketing management : MM
6
Marketing intelligence & planning
6
Psychology & marketing
6
Total quality management & business excellence : an official journal of the European Society for Organisational Excellence
6
Cogent business & management
5
International journal of consumer studies
5
Journal of consumer marketing
5
Journal of relationship marketing : innovations & enhancements for customer service, relations & satisfaction
5
Journal of travel and tourism marketing
5
Reihe: Wissenschaftliche Arbeitspapiere / W / Institut für Marktorientierte Unternehmensführung, Universität Mannheim
5
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ECONIS (ZBW)
34
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1
Assessing and improving co-creation in services : the customer-centric matrix
Chatmi, Arbia
;
Elasri, Karim
;
Ponsignon, Frédéric
- In:
International journal of quality and service sciences
15
(
2023
)
1
,
pp. 97-114
Persistent link: https://www.econbiz.de/10014315050
Saved in:
2
The role of switching cost in the e-service recovery framework among banking customers
Jose, Ajay
;
Mathew, Sonia
;
Rejikumar G.
;
Chacko, Dony Peter
- In:
International journal of quality and service sciences
14
(
2022
)
1
,
pp. 86-109
Persistent link: https://www.econbiz.de/10012884465
Saved in:
3
Service recovery in unaffected consumers : evidence of a recovery paradox
Wardley, Marcus
- In:
International journal of quality and service sciences
14
(
2022
)
1
,
pp. 121-132
Persistent link: https://www.econbiz.de/10012884467
Saved in:
4
Using speech acts to elicit positive emotions for complainants on social media
Argyris, Young Anna
;
Monu, Kafui
;
Kim, Yongsuk
;
Zhou, Yilu
- In:
Journal of interactive marketing : a quarterly …
55
(
2021
),
pp. 67-80
Persistent link: https://www.econbiz.de/10013041314
Saved in:
5
Frontline cyborgs at your service : how human enhancement technologies affect customer experiences in retail, sales, and service settings
Grewal, Dhruv
;
Kroschke, Mirja
;
Mende, Martin
; …
- In:
Journal of interactive marketing : a quarterly …
51
(
2020
),
pp. 9-25
Persistent link: https://www.econbiz.de/10012299803
Saved in:
6
The value of codesign : the effect of customer involvement in service design teams
Trischler, Jakob
;
Pervan, Simon J.
;
Kelly, Stephen J.
; …
- In:
Journal of service research : JSR
21
(
2018
)
1
,
pp. 75-100
Persistent link: https://www.econbiz.de/10011855780
Saved in:
7
Absorbing customer knowledge : how customer involvement enables service design success
Storey, Chris
;
Larbig, Christine
- In:
Journal of service research : JSR
21
(
2018
)
1
,
pp. 101-118
Persistent link: https://www.econbiz.de/10011855781
Saved in:
8
Customer interaction and innovation in hybrid offerings : investigating moderation and mediation effects for goods and services innovation
Schaarschmidt, Mario
;
Walsh, Gianfranco
;
Evanschitzky, …
- In:
Journal of service research : JSR
21
(
2018
)
1
,
pp. 119-134
Persistent link: https://www.econbiz.de/10011855783
Saved in:
9
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:
10
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
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