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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:"Markenführung"
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Search: subject:"Customer satisfaction"
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Complaint management
Markenführung
Customer satisfaction
377
Kundenzufriedenheit
376
Dienstleistungsqualität
183
Service quality
183
Beziehungsmarketing
182
Relationship marketing
182
Consumer behaviour
179
Konsumentenverhalten
179
Beschwerdemanagement
61
Customer service
49
Kundenservice
49
Satisfaction
43
Emotion
31
Arbeitszufriedenheit
30
Job satisfaction
30
Brand management
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
2
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Article
85
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Article in journal
85
Aufsatz in Zeitschrift
85
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English
85
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Balaji, M. S.
4
Chebat, Jean-Charles
3
Fornell, Claes
2
Grégoire, Yany
2
Gäthke, Jana
2
Huang, Minxue
2
Hutzinger, Clemens
2
Japutra, Arnold
2
Krishnan, Balaji C.
2
Molinillo, Sebastian
2
Morgan, Neil A.
2
Rego, Lopo L.
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
Abosag, Ibrahim
1
Abulaiti, Gulimire
1
Adil, Mohd
1
Aghazadeh, Hashem
1
Ahmadi, Zahra
1
Alamanos, Eleftherios
1
Alatalo, Sari
1
Ali, Faizan
1
Allard, Thomas
1
Andrews, Michelle
1
Armirotto, Vincent
1
Arnold, Todd J.
1
Arsenovic, Jasenko
1
Azemi, Yllka
1
Bacile, Todd J.
1
Baker, Melissa A.
1
Baker, Thomas L.
1
Bala, Pradip Kumar
1
Baliga, Ashwin J.
1
Banerjee, Madhumita
1
Berggren, Benny
1
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Published in...
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Journal of business research : JBR
Journal of marketing
Journal of service theory and practice
Journal of retailing and consumer services
66
International journal of hospitality management
53
The journal of services marketing
33
Journal of hospitality marketing & management
30
International journal of contemporary hospitality management
22
The journal of brand management : an international journal
22
Service business
19
Psychology & marketing
17
Services marketing quarterly
17
The service industries journal
17
Journal of hospitality & tourism research : JHTR ; the professional journal of the Council on Hotel, Restaurant, and Institutional Education
16
The journal of product & brand management
16
European journal of marketing : EJM
15
Journal of service research : JSR
15
Asia Pacific journal of marketing and logistics
14
Journal of the Academy of Marketing Science
14
Journal of strategic marketing
13
Journal of travel and tourism marketing
13
Cogent business & management
12
Marketing letters : a journal of research in marketing
12
Journal of service management
11
Journal of air transport management
9
Journal of retailing
9
SpringerLink / Bücher
9
Journal of service research
8
Journal of service theory and practice : JSTP
8
Managing service quality : MSQ ; an international journal
8
International journal of quality and service sciences
7
Journal of global scholars of marketing science : bridging Asia and the world ; JGSMS
7
Marketing intelligence & planning
7
Business horizons
6
Global business review
6
Ilmenauer Schriften zur Betriebswirtschaftslehre
6
International journal of internet marketing and advertising : IJIMA
6
Journal of consumer marketing
6
Journal of hospitality and tourism insights
6
Journal of marketing management : MM
6
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ECONIS (ZBW)
85
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1
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85
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date (oldest first)
1
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:
2
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:
3
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:
4
A meta-model of customer brand loyalty and its antecedents
Desveaud, Kathleen
;
Mandler, Timo
;
Eisend, Martin
- In:
Journal of business research : JBR
176
(
2024
),
pp. 1-12
Persistent link: https://www.econbiz.de/10014550337
Saved in:
5
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:
6
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:
7
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:
8
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:
9
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:
10
When frontline robots emerge: the double-edged-sword effect of anticipated trust on intention to switch brands after service failure
Cui, Jinsheng
;
Zhang, Mengwei
;
Zhong, Jianan
- In:
Journal of service theory and practice
33
(
2023
)
6
,
pp. 842-872
Persistent link: https://www.econbiz.de/10014448129
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