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~isPartOf:"Journal of business research : JBR"
~isPartOf:"Journal of marketing"
~isPartOf:"Journal of service theory and practice"
~subject:"Complaint management"
~subject:"Customer service"
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Search: subject:"Customer satisfaction"
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Complaint management
Customer service
Customer satisfaction
377
Kundenzufriedenheit
376
Dienstleistungsqualität
183
Service quality
183
Beziehungsmarketing
182
Relationship marketing
182
Consumer behaviour
179
Konsumentenverhalten
179
Beschwerdemanagement
61
Kundenservice
49
Satisfaction
43
Emotion
31
Arbeitszufriedenheit
30
Job satisfaction
30
Brand management
29
Markenführung
29
Service failure
29
Brand image
26
Dienstleistungssektor
26
Markenimage
26
Service industry
26
Service recovery
22
Viral marketing
22
Virales Marketing
22
Online retailing
21
Online-Handel
21
Customer integration
20
Einzelhandel
20
Kundenintegration
20
Retail trade
20
Lieferantenmanagement
19
Supplier relationship management
19
Customer experience
18
Loyalty
16
customer satisfaction
16
Holiday behaviour
14
Social Web
14
Social web
14
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Undetermined
65
Free
3
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Article
84
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Article in journal
84
Aufsatz in Zeitschrift
84
Language
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English
84
Author
All
Balaji, M. S.
3
Chebat, Jean-Charles
3
De Keyser, Arne
3
Giebelhausen, Michael
3
Gustafsson, Anders
3
Grégoire, Yany
2
Gäthke, Jana
2
Huang, Minxue
2
Hutzinger, Clemens
2
Krishnan, Balaji C.
2
Salo, Jari
2
Sengupta, Aditi Sarkar
2
Shams, Poja
2
Sirianni, Nancy J.
2
Sörqvist, Patrik
2
Tsang, Alex S. L.
2
Voorhees, Clay M.
2
Weitzl, Wolfgang
2
Zhou, Nan
2
Zhou, Yuanyuan
2
Abney, Alexandra K.
1
Abston, Kristie A.
1
Adil, Mohd
1
Aghazadeh, Hashem
1
Ahmadi, Zahra
1
Alamanos, Eleftherios
1
Alatalo, Sari
1
Ali, Faizan
1
Alkire, Linda
1
Allard, Thomas
1
Ambika, Anupama
1
Andreassen, Tor W.
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
Barnes, Donald C.
1
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Journal of business research : JBR
Journal of marketing
Journal of service theory and practice
Journal of retailing and consumer services
69
International journal of hospitality management
64
The journal of services marketing
60
Journal of hospitality marketing & management
28
Journal of service research : JSR
27
Service business
25
The service industries journal
23
International journal of contemporary hospitality management
22
Journal of service research
21
Journal of service management
19
Journal of the Academy of Marketing Science
15
European journal of marketing : EJM
14
Services marketing quarterly
14
Journal of air transport management
13
Journal of retailing
13
Journal of service theory and practice : JSTP
13
Psychology & marketing
13
The TQM journal : the international review of organizational improvement
11
International journal of business and economics
10
Managing service quality : MSQ ; an international journal
10
Marketing letters : a journal of research in marketing
10
Total quality management & business excellence : an official journal of the European Society for Organisational Excellence
10
Asia Pacific journal of marketing and logistics
9
Cogent business & management
9
International journal of services and operations management
9
Journal of hospitality & tourism research : JHTR ; the professional journal of the Council on Hotel, Restaurant, and Institutional Education
9
Journal of travel and tourism marketing
9
International journal of quality and service sciences
8
The Cornell hospitality quarterly
8
Tourism management perspectives : TMP
8
Australasian marketing journal
7
European journal of marketing
7
International journal of services, economics and management
7
Journal of strategic marketing
7
SpringerLink / Bücher
7
Tourism management : research, policies, practice
7
Business horizons
6
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ECONIS (ZBW)
84
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84
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date (oldest first)
1
Emotional arousal in customer experience : a dynamic view
Caruelle, Delphine
;
Shams, Poja
;
Gustafsson, Anders
; …
- In:
Journal of business research : JBR
170
(
2024
),
pp. 1-12
Persistent link: https://www.econbiz.de/10014535197
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
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:
4
Organizational practices to co-create value with family members engaged in service journeys of their loved ones
Verleye, Katrien
;
Holvoet, Sofie
- In:
Journal of service theory and practice
34
(
2024
)
2
,
pp. 319-340
Persistent link: https://www.econbiz.de/10014526078
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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