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~isPartOf:"Journal of business research : JBR"
~isPartOf:"Journal of marketing"
~isPartOf:"Journal of service theory and practice"
~isPartOf:"Managing service quality : MSQ ; an international journal"
~isPartOf:"Psychology & marketing"
~isPartOf:"Services marketing quarterly"
~language:"eng"
~subject:"Complaint management"
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Search: subject:"Customer satisfaction"
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| 8 applied filters
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Complaint management
Customer satisfaction
601
Kundenzufriedenheit
599
Dienstleistungsqualität
319
Service quality
319
Consumer behaviour
295
Konsumentenverhalten
295
Beziehungsmarketing
265
Relationship marketing
265
Beschwerdemanagement
83
Customer service
74
Kundenservice
74
Emotion
54
Satisfaction
51
Brand management
46
Markenführung
46
Dienstleistungssektor
44
Service industry
44
USA
41
United States
41
Viral marketing
41
Virales Marketing
41
Brand image
40
Markenimage
40
Arbeitszufriedenheit
39
Job satisfaction
39
Online retailing
37
Online-Handel
37
customer satisfaction
37
Einzelhandel
33
Retail trade
33
Service failure
31
Service recovery
26
Confidence
24
Customer integration
24
Kundenintegration
24
Vertrauen
24
Brand
22
Lieferantenmanagement
21
Supplier relationship management
21
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83
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83
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83
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English
Author
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Balaji, M. S.
3
Chebat, Jean-Charles
3
Van Vaerenbergh, Yves
3
Casidy, Riza
2
Cusin, Julien
2
De Keyser, Arne
2
Flacandji, Michaël
2
Grégoire, Yany
2
Gäthke, Jana
2
Ha, Sejin
2
Huang, Minxue
2
Hutzinger, Clemens
2
Krishnan, Balaji C.
2
Larivière, Bart
2
Lunardo, Renaud
2
Mattila, Anna S.
2
Salo, Jari
2
Sengupta, Aditi Sarkar
2
Shin, Hyunju
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
Ali, Faizan
1
Ali, Sara
1
Allard, Thomas
1
Andrews, Michelle
1
Armirotto, Vincent
1
Arsenovic, Jasenko
1
Ashraf, Rohail
1
Azemi, Yllka
1
Bachrach, Daniel G.
1
Bacile, Todd J.
1
Baker, Melissa A.
1
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Journal of business research : JBR
Journal of marketing
Journal of service theory and practice
Managing service quality : MSQ ; an international journal
Psychology & marketing
Services marketing quarterly
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
Journal of air transport management
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
Asia Pacific journal of marketing and logistics
6
Journal of strategic marketing
6
Business horizons
5
Cogent business & management
5
Journal of consumer behaviour : an international research review
5
Journal of service research
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
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
Administrative Sciences : open access journal
3
Asia-Pacific journal of business administration
3
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ECONIS (ZBW)
83
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1
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10
of
83
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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
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:
4
The customer is often wrong : investigating the influence of customer failures and apologies on frontline service employee well-being
Robertson, Nichola
;
Rotman, Jeffrey
;
MacQuilken, Lisa
; …
- In:
Psychology & marketing
40
(
2023
)
4
,
pp. 825-844
Persistent link: https://www.econbiz.de/10014290864
Saved in:
5
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:
6
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:
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
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:
9
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:
10
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:
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