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~isPartOf:"Journal of business research : JBR"
~isPartOf:"Journal of marketing"
~isPartOf:"Journal of service research"
~isPartOf:"Journal of service theory and practice"
~subject:"Complaint management"
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Search: subject:"Customer satisfaction"
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| 5 applied filters
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Subject
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Complaint management
Customer satisfaction
411
Kundenzufriedenheit
410
Dienstleistungsqualität
212
Service quality
212
Beziehungsmarketing
209
Relationship marketing
209
Consumer behaviour
198
Konsumentenverhalten
198
Beschwerdemanagement
69
Customer service
67
Kundenservice
67
Satisfaction
44
Dienstleistungssektor
36
Service industry
36
Emotion
35
Arbeitszufriedenheit
30
Job satisfaction
30
Brand management
29
Markenführung
29
Service failure
29
Brand image
26
Markenimage
26
Customer integration
23
Kundenintegration
23
Lieferantenmanagement
22
Service recovery
22
Supplier relationship management
22
Viral marketing
22
Virales Marketing
22
Online retailing
21
Online-Handel
21
Einzelhandel
20
Retail trade
20
customer satisfaction
20
Customer experience
18
Loyalty
16
Services
16
Social Web
16
Social web
16
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Undetermined
55
Free
4
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Article
69
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Article in journal
69
Aufsatz in Zeitschrift
69
Language
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English
69
Author
All
Balaji, M. S.
3
Chebat, Jean-Charles
3
Grégoire, Yany
3
Mattila, Anna S.
3
Gäthke, Jana
2
Huang, Minxue
2
Hutzinger, Clemens
2
Krishnan, Balaji C.
2
Salo, Jari
2
Sengupta, Aditi Sarkar
2
Sörqvist, Patrik
2
Tsang, Alex S. L.
2
Weitzl, Wolfgang
2
Zhou, Nan
2
Zhou, Yuanyuan
2
Adil, Mohd
1
Aghazadeh, Hashem
1
Ahmadi, Zahra
1
Alamanos, Eleftherios
1
Alatalo, Sari
1
Albrecht, Arne Keno
1
Ali, Faizan
1
Allard, Thomas
1
Andrews, Michelle
1
Armirotto, Vincent
1
Arsenovic, Jasenko
1
Azemi, Yllka
1
Bacile, Todd J.
1
Baker, Melissa A.
1
Baliga, Ashwin J.
1
Bayón, Tomás
1
Beatty, Sharon E.
1
Berggren, Benny
1
Bharti, Kumkum
1
Bian, Xuemei
1
Biraglia, Alessandro
1
Björkman, Jesper
1
Bolton, Lisa E.
1
Borges, Adilson
1
Breitsohl, Jan
1
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Published in...
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Journal of business research : JBR
Journal of marketing
Journal of service research
Journal of service theory and practice
International journal of hospitality management
33
Journal of retailing and consumer services
33
The journal of services marketing
27
Journal of hospitality marketing & management
20
Service business
18
Journal of service research : JSR
15
International journal of contemporary hospitality management
14
The service industries journal
14
Journal of the Academy of Marketing Science
11
European journal of marketing : EJM
10
Journal of service management
10
Marketing letters : a journal of research in marketing
10
Psychology & marketing
9
Journal of air transport management
8
Services marketing quarterly
8
International journal of quality and service sciences
7
Journal of hospitality & tourism research : JHTR ; the professional journal of the Council on Hotel, Restaurant, and Institutional Education
7
Journal of retailing
7
Journal of service theory and practice : JSTP
7
Managing service quality : MSQ ; an international journal
7
Asia Pacific journal of marketing and logistics
6
Cogent business & management
6
Ilmenauer Schriften zur Betriebswirtschaftslehre
6
Journal of strategic marketing
6
Business horizons
5
Journal of consumer behaviour : an international research review
5
Australasian marketing journal
4
International journal of operations & production management : IJOPM ; the official journal of the European Operations Management Association, EUROMA
4
International journal of services and operations management
4
International journal of services, economics and management
4
Journal of consumer marketing
4
Journal of travel and tourism marketing
4
SpringerLink / Bücher
4
Total quality management & business excellence
4
Total quality management & business excellence : an official journal of the European Society for Organisational Excellence
4
Tourism management : research, policies, practice
4
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ECONIS (ZBW)
69
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69
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date (oldest first)
1
The role of customer relationship vulnerability in service recovery
Cénophat, Sadrac
;
Eisend, Martin
;
Bayón, Tomás
; …
- In:
Journal of service research
27
(
2024
)
2
,
pp. 283-301
Persistent link: https://www.econbiz.de/10014580442
Saved in:
2
The demand-what-you-want strategy to service recovery : achieving high
customer
satisfaction
with low service failure compensation using anchoring and precision effects
Korn, Nathalie
;
Björkman, Jesper
;
Ek, Peter
;
Pihlgren, …
- In:
Journal of service theory and practice
33
(
2023
)
7
,
pp. 73-93
Persistent link: https://www.econbiz.de/10014448174
Saved in:
3
Coalitions and their negative consequences : an examination in service failure-recovery situations
Roschk, Holger
;
Hosseinpour, Masoumeh
;
Breitsohl, Jan
- In:
Journal of service research
26
(
2023
)
4
,
pp. 614-635
Persistent link: https://www.econbiz.de/10014580355
Saved in:
4
Where service recovery meets its paradox : implications for avoiding overcompensation
Edström, Andreas
;
Nylander, Beatrice
;
Molin, Jonas
; …
- In:
Journal of service theory and practice
32
(
2022
)
7
,
pp. 1-13
Persistent link: https://www.econbiz.de/10013485922
Saved in:
5
Virtual versus human : unraveling consumer reactions to service failures through influencer types
Zhao, Taiyang
;
Ran, Yaxuan
;
Wu, Banggang
;
Wang, Valerie …
- In:
Journal of business research : JBR
178
(
2024
),
pp. 1-12
Persistent link: https://www.econbiz.de/10014555571
Saved in:
6
The blame shift : robot service failures hold service firms more accountable
Ryoo, Yuhosua
;
Jeon, Yongwoog Andy
;
Kim, WooJin
- In:
Journal of business research : JBR
171
(
2024
),
pp. 1-14
Persistent link: https://www.econbiz.de/10014535999
Saved in:
7
Would you forgive me? : from perceived justice and complaint handling to customer forgiveness and brand credibility-symmetrical and asymmetrical perspectives
Ali, Faizan
;
El-Manstrly, Dahlia
;
Ghazanfar Ali Abbasi
- In:
Journal of business research : JBR
166
(
2023
),
pp. 1-15
Persistent link: https://www.econbiz.de/10014368203
Saved in:
8
Coping, rumination, and electronic word-of-mouth : segmenting consumer responses to service failure via fuzzy clustering
Gonnon, Martin
;
Taheri, Babak
;
Disegna, Marta
;
Prayag, …
- In:
Journal of business research : JBR
166
(
2023
),
pp. 1-15
Persistent link: https://www.econbiz.de/10014380316
Saved in:
9
A time(ly) perspective of the service recovery paradox : how organizational learning moderates follow-up recovery effects
Lunardo, Renaud
;
Cusin, Julien
;
Flacandji, Michaël
- In:
Journal of business research : JBR
166
(
2023
),
pp. 1-14
Persistent link: https://www.econbiz.de/10014380317
Saved in:
10
Factors influencing consumer forgiveness : a systematic literature review and directions for future research
Kim, Yungchul
;
Ho, Ting Hin
;
Tan, Lay Peng
;
Casidy, Riza
- In:
Journal of service theory and practice
33
(
2023
)
5
,
pp. 601-628
Persistent link: https://www.econbiz.de/10014339764
Saved in:
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