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~isPartOf:"International journal of quality and service sciences"
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Beschwerdemanagement
9
Complaint management
9
Dienstleistungsqualität
8
Service quality
8
Customer satisfaction
7
Kundenzufriedenheit
7
Customer service
5
Kundenservice
5
Beziehungsmarketing
4
Consumer behaviour
4
Konsumentenverhalten
4
Relationship marketing
4
Service failure
4
Emotion
3
Service recovery
3
Dienstleistungssektor
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Service industry
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Airline
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Apology
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Bank
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Bank services
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Banking industry
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Call centre
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Callcenter
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Critical incident
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Cultural identity
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Culture
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Customers satisfaction
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Dienstleistungsmanagement
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E-commerce
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E-service
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E-service failure
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E-service recovery quality
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E-service recovery satisfaction
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ESQ
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Electronic Banking
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Electronic Commerce
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Electronic banking
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Emotions
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9
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Svari, Sander
2
Svensson, Göran
2
Ahasanul Haque
1
Arun Kumar Tarofder
1
Azam, S. M. Ferdous
1
Chacko, Dony Peter
1
Chebat, Jean-Charles
1
DeMeyer, Christine F.
1
El Hedhli, Kamel
1
Gera, Rajat
1
Jose, Ajay
1
Mathew, Sonia
1
Nikhashemi, Seyed Rajab
1
Olsen, Lars Erling
1
Padin, Carmen
1
Petzer, Daniel J.
1
Rejikumar G.
1
Selvantharan, Prashantini
1
Teehan, Robert
1
Thomas, Ajith K.
1
Tucker, Walter
1
Wardley, Marcus
1
Zourrig, Haithem
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International journal of quality and service sciences
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
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
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
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
International journal of production economics
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)
9
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1
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:
2
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:
3
Understanding negative emotions in services through teleological actions
Padin, Carmen
;
Svensson, Göran
- In:
International journal of quality and service sciences
9
(
2017
)
1
,
pp. 67-84
Persistent link: https://www.econbiz.de/10011650515
Saved in:
4
The mediating influence of service failure explanation on customer repurchase intention through customers satisfaction
Arun Kumar Tarofder
;
Nikhashemi, Seyed Rajab
;
Azam, S. …
- In:
International journal of quality and service sciences
8
(
2016
)
4
,
pp. 516-535
Persistent link: https://www.econbiz.de/10011641344
Saved in:
5
A cross-cultural perspective on consumer perceptions of service failures' severity : a pilot study
Zourrig, Haithem
;
El Hedhli, Kamel
;
Chebat, Jean-Charles
- In:
International journal of quality and service sciences
6
(
2014
)
4
,
pp. 238-257
Persistent link: https://www.econbiz.de/10010469104
Saved in:
6
Perceived justice in South African airline and hospital industries : measurement model
DeMeyer, Christine F.
;
Petzer, Daniel J.
;
Svari, Sander
; …
- In:
International journal of quality and service sciences
5
(
2013
)
2
,
pp. 120-139
Persistent link: https://www.econbiz.de/10009768462
Saved in:
7
The role of emotions in customer complaint behaviors
Svari, Sander
;
Olsen, Lars Erling
- In:
International journal of quality and service sciences
4
(
2012
)
3
,
pp. 270-282
Persistent link: https://www.econbiz.de/10009655249
Saved in:
8
Modelling the service antecedents of favourable and unfavourable behaviour intentions in life insurance services in India : an SEM study
Gera, Rajat
- In:
International journal of quality and service sciences
3
(
2011
)
2
,
pp. 225-242
Persistent link: https://www.econbiz.de/10009299618
Saved in:
9
A simplified lean method to capture customer voice
Teehan, Robert
;
Tucker, Walter
- In:
International journal of quality and service sciences
2
(
2010
)
2
,
pp. 175-188
Persistent link: https://www.econbiz.de/10003996738
Saved in:
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