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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:"Social Web"
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Search: subject:"Customer satisfaction"
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Complaint management
Social Web
Customer satisfaction
367
Kundenzufriedenheit
365
Dienstleistungsqualität
177
Service quality
177
Beziehungsmarketing
175
Relationship marketing
175
Consumer behaviour
170
Konsumentenverhalten
170
Beschwerdemanagement
59
Customer service
47
Kundenservice
47
Satisfaction
41
Emotion
30
Arbeitszufriedenheit
28
Brand management
28
Job satisfaction
28
Markenführung
28
Service failure
28
Brand image
26
Markenimage
26
Dienstleistungssektor
25
Service industry
25
Service recovery
22
Viral marketing
22
Virales Marketing
22
Online retailing
21
Online-Handel
21
Customer integration
20
Kundenintegration
20
Einzelhandel
19
Lieferantenmanagement
19
Retail trade
19
Supplier relationship management
19
Customer experience
17
customer satisfaction
16
Loyalty
15
Holiday behaviour
14
Social web
14
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English
70
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Balaji, M. S.
3
Chebat, Jean-Charles
3
Grégoire, Yany
2
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
Abosag, Ibrahim
1
Adil, Mohd
1
Agarwal, Shaurya
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
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
Berezan, Orie
1
Berggren, Benny
1
Bharti, Kumkum
1
Bian, Xuemei
1
Biraglia, Alessandro
1
Björkman, Jesper
1
Borges, Adilson
1
Butori, Raphaëlle
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
56
International journal of hospitality management
41
The journal of services marketing
30
Journal of hospitality marketing & management
25
Service business
25
International journal of contemporary hospitality management
19
The service industries journal
17
Journal of service research : JSR
15
Asia Pacific journal of marketing and logistics
11
Journal of air transport management
11
Journal of hospitality & tourism research : JHTR ; the professional journal of the Council on Hotel, Restaurant, and Institutional Education
11
Journal of the Academy of Marketing Science
11
Marketing letters : a journal of research in marketing
11
Psychology & marketing
11
European journal of marketing : EJM
10
Journal of service management
10
Journal of travel and tourism marketing
10
Tourism management : research, policies, practice
9
Cogent business & management
8
International journal of quality and service sciences
8
Journal of retailing
8
Journal of strategic marketing
8
Services marketing quarterly
8
Journal of marketing management : MM
7
Journal of service research
7
Journal of service theory and practice : JSTP
7
Journal of travel research : a quarterly publication of the Travel and Tourism Research Association
7
Managing service quality : MSQ ; an international journal
7
Technological forecasting & social change : an international journal
7
Business horizons
6
Ilmenauer Schriften zur Betriebswirtschaftslehre
6
International journal of business information systems : IJBIS
6
Journal of consumer behaviour : an international research review
6
Journal of global marketing
6
Journal of hospitality and tourism insights
6
Total quality management & business excellence : an official journal of the European Society for Organisational Excellence
6
Industrial marketing management : the international journal for industrial and high-tech firms
5
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ECONIS (ZBW)
70
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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
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:
4
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:
5
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:
6
Measuring service quality with text analytics : considering both importance and performance of consumer opinions on social and non-social online platforms
Lu, Lin
;
Xu, Pei
;
Wang, Yen-Yao
;
Wang, Yu
- In:
Journal of business research : JBR
169
(
2023
),
pp. 1-12
Persistent link: https://www.econbiz.de/10014468560
Saved in:
7
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:
8
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
Saved in:
9
Customer intention to participate in service recovery : what is it and what are the drivers?
Singh, Gurbir
;
Mishra, Abhishek
- In:
Journal of service theory and practice
33
(
2023
)
6
,
pp. 873-900
Persistent link: https://www.econbiz.de/10014448148
Saved in:
10
Mitigating immediate and lagged effects of customer mistreatment on service failure and sabotage : critical roles of service recovery behaviors
Wang, I-An
;
Chen, Pei-Chi
;
Chi, Nai-Wen
- In:
Journal of business research : JBR
154
(
2023
),
pp. 1-17
Persistent link: https://www.econbiz.de/10013468630
Saved in:
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