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~isPartOf:"Journal of air transport management"
~isPartOf:"The journal of services marketing"
~subject:"Beschwerdemanagement"
~subject:"United States"
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Beschwerdemanagement
United States
Dienstleistungsqualität
345
Service quality
345
Customer satisfaction
194
Kundenzufriedenheit
194
Consumer behaviour
133
Konsumentenverhalten
133
Beziehungsmarketing
117
Relationship marketing
117
Airline
75
Fluggesellschaft
75
Customer service
64
Kundenservice
64
Dienstleistungssektor
46
Service industry
46
Complaint management
39
Air passenger transport
37
Passagierluftverkehr
37
Air transport
36
Luftverkehr
36
Airport
29
Flughafen
29
Services
29
Dienstleistung
27
Quality management
22
Qualitätsmanagement
22
Taiwan
22
Customer experience
21
USA
21
Satisfaction
19
Einzelhandel
17
Retail trade
17
Emotion
16
Arbeitszufriedenheit
15
Job satisfaction
15
Low-cost strategy
15
Niedrigpreisstrategie
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Multi-criteria analysis
14
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English
56
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Jang, Soocheong
2
Matos, Celso Augusto de
2
Abney, Alexandra K.
1
Adikariwattage, V.
1
Alexandrov, Aliosha
1
Allred, Chad R.
1
Arora, Swapan Deep
1
Ashill, Nicholas J.
1
Baker, Douglas
1
Baker, Thomas
1
Bambauer-Sachse, Silke
1
Barone, Ada Maria
1
Barros, Alexandre G. de
1
Basfirinci, Cigdem
1
Beatty, Sharon E.
1
Bejou, David
1
Bone, Paula Fitzgerald
1
Bradley, Graham
1
Brady, Michael K.
1
Breazeale, Michael
1
Budd, Thomas
1
Carruthers, Janet
1
Cesmeci, Caner
1
Chang, Yu-hern
1
Chang, Yu-wei
1
Chelminski, Piotr
1
Choi, Beom Joon
1
Chou, En-Yi
1
Chow, Clement Kong-wing
1
Collier, Joel E.
1
Cook, Laurel Aynne
1
Coulter, Robin A.
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1
Donato, Carmela
1
Durvasula, Srinivas
1
Edvardsson, Bo
1
Fan, Alei
1
Ford, Toni-Rochelle S.
1
Goswami, Arkopal K.
1
Grubesic, Tony H.
1
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Journal of air transport management
The journal of services marketing
Working paper / National Bureau of Economic Research, Inc.
111
International journal of hospitality management
64
Journal of business research : JBR
55
Journal of retailing and consumer services
47
Health care management review : HCM review
28
Journal of hospitality marketing & management
28
Journal of service research : JSR
25
International journal of contemporary hospitality management
23
Service business
22
The service industries journal
21
Quality management journal : QMJ
19
Journal of hospitality & tourism research : JHTR ; the professional journal of the Council on Hotel, Restaurant, and Institutional Education
18
Managing service quality : MSQ ; an international journal
18
Services marketing quarterly
17
Journal of the Academy of Marketing Science
15
NBER working paper series
15
Auditing : a journal of practice & theory
14
Inquiry : a journal of health care organization, provision and financing
14
International journal of health care finance and economics
14
Journal of service research
14
Economics of education review
12
Psychology & marketing
12
Contemporary accounting research : a journal of the Canadian Academic Accounting Association
11
European journal of marketing : EJM
11
Journal of health economics
11
Journal of human resources : JHR
11
The review of economics and statistics
11
Health affairs : at the intersection of health, health care, and policy
10
International journal of quality and service sciences
10
Journal of policy analysis and management : the journal of the Association for Public Policy Analysis and Management
10
Journal of service management
10
Marketing letters : a journal of research in marketing
10
The American economic review
10
American economic journal : a journal of the American Economic Association
9
Business horizons
9
Discussion paper series / IZA
9
Health care financing review
9
Industrial marketing management : the international journal for industrial and high-tech firms
9
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ECONIS (ZBW)
56
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1
Service mega-disruptions : a conceptual model and research agenda
Vredenburg, Jessica
;
Kapitan, Sommer
;
Jang, Sharon
- In:
The journal of services marketing
38
(
2024
)
1
,
pp. 131-144
Persistent link: https://www.econbiz.de/10014473598
Saved in:
2
Call it robot : anthropomorphic framing and failure of self-service technologies
Barone, Ada Maria
;
Stagno, Emanuela
;
Donato, Carmela
- In:
The journal of services marketing
38
(
2024
)
3
,
pp. 272-287
Persistent link: https://www.econbiz.de/10014515617
Saved in:
3
Financial conditions and incumbent quality responses to entry : evidence from airlines' on-time performance
Ren, Junqiushi
- In:
Journal of air transport management
107
(
2023
),
pp. 1-11
Persistent link: https://www.econbiz.de/10014322941
Saved in:
4
Keep fighting or give up? : an investigation of consumer regret over repetitive failures in weight loss services
Liu, Yi-Fen
;
Ling, I-Ling
- In:
The journal of services marketing
36
(
2022
)
1
,
pp. 29-43
Persistent link: https://www.econbiz.de/10012798380
Saved in:
5
Consumer effort in service encounters : the overlooked impact of surface acting
Cook, Laurel Aynne
;
Bone, Paula Fitzgerald
;
Sadeghein, Raika
- In:
The journal of services marketing
36
(
2022
)
2
,
pp. 297-309
Persistent link: https://www.econbiz.de/10013407489
Saved in:
6
Customer responses to service failures on social media
Varnali, Kaan
;
Cesmeci, Caner
- In:
The journal of services marketing
36
(
2022
)
5
,
pp. 691-709
Persistent link: https://www.econbiz.de/10013407589
Saved in:
7
Investigating the role of customer forgiveness following a double deviation
Lin, Cheng-Yu
;
Chou, En-Yi
- In:
The journal of services marketing
36
(
2022
)
8
,
pp. 1042-1057
Persistent link: https://www.econbiz.de/10013410768
Saved in:
8
Effect of airline choice and temporality on flight delays
Arora, Swapan Deep
;
Mathur, Sameer
- In:
Journal of air transport management
86
(
2020
),
pp. 1-19
Persistent link: https://www.econbiz.de/10012253176
Saved in:
9
Airline service quality and economic factors : an ARDL approach on US airlines
Stamolampros, Panagiotis
;
Korfiatis, Nikolaos
- In:
Journal of air transport management
77
(
2019
),
pp. 24-31
Persistent link: https://www.econbiz.de/10012112616
Saved in:
10
#IHateYourBrand: adaptive service recovery strategies on Twitter
Abney, Alexandra K.
;
Pelletier, Mark J.
;
Ford, …
- In:
The journal of services marketing
31
(
2017
)
3
,
pp. 281-294
Persistent link: https://www.econbiz.de/10011741259
Saved in:
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