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~isPartOf:"Journal of business research : JBR"
~isPartOf:"Journal of marketing"
~isPartOf:"The journal of services marketing"
~subject:"Complaint management"
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Search: subject:"Customer satisfaction"
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Complaint management
Customer satisfaction
543
Kundenzufriedenheit
542
Dienstleistungsqualität
291
Service quality
291
Beziehungsmarketing
274
Relationship marketing
274
Consumer behaviour
265
Konsumentenverhalten
265
Customer service
84
Kundenservice
84
Beschwerdemanagement
80
Satisfaction
64
Dienstleistungssektor
50
Service industry
50
Emotion
48
Arbeitszufriedenheit
44
Job satisfaction
44
Brand management
34
Markenführung
34
Customer experience
33
Brand image
32
Markenimage
32
Viral marketing
32
Virales Marketing
32
Service failure
31
Einzelhandel
30
Retail trade
30
Service recovery
29
Loyalty
27
USA
27
United States
27
Customer integration
26
Kundenintegration
26
Online retailing
26
Online-Handel
26
Lieferantenmanagement
24
Supplier relationship management
24
Services
22
Dienstleistung
19
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Undetermined
54
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Article
80
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Article in journal
80
Aufsatz in Zeitschrift
80
Language
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English
80
Author
All
Balaji, M. S.
3
Chebat, Jean-Charles
3
Grégoire, Yany
2
Gäthke, Jana
2
Huang, Minxue
2
Hutzinger, Clemens
2
Krishnan, Balaji C.
2
Matos, Celso Augusto de
2
Mattila, Anna S.
2
Salo, Jari
2
Sengupta, Aditi Sarkar
2
Tsang, Alex S. L.
2
Weitzl, Wolfgang
2
White, Allyn
2
Zhou, Nan
2
Zhou, Yuanyuan
2
Abney, Alexandra K.
1
Aghazadeh, Hashem
1
Alamanos, Eleftherios
1
Alatalo, Sari
1
Ali, Faizan
1
Allard, Thomas
1
Allred, Chad R.
1
Andrews, Michelle
1
Armirotto, Vincent
1
Arsenovic, Jasenko
1
Azemi, Yllka
1
Bacile, Todd J.
1
Baker, Melissa A.
1
Baker, Thomas
1
Baliga, Ashwin J.
1
Bambauer-Sachse, Silke
1
Barone, Ada Maria
1
Beatty, Sharon E.
1
Bedi, Akanksha
1
Bejou, David
1
Bian, Xuemei
1
Biraglia, Alessandro
1
Bone, Paula Fitzgerald
1
Borges, Adilson
1
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Published in...
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Journal of business research : JBR
Journal of marketing
The journal of services marketing
International journal of hospitality management
33
Journal of retailing and consumer services
33
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
Journal of service research
8
Journal of service theory and practice
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)
80
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1
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10
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80
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date (oldest first)
1
Service mega-disruptions : a conceptual model and research agenda
Vredenburg, Jessica
;
Kapitan, Sommer
;
Jang, Sharon
- In:
The journal of services marketing
38
(
2024
)
1
,
pp. 131-144
Persistent link: https://www.econbiz.de/10014473598
Saved in:
2
Call it robot : anthropomorphic framing and failure of self-service technologies
Barone, Ada Maria
;
Stagno, Emanuela
;
Donato, Carmela
- In:
The journal of services marketing
38
(
2024
)
3
,
pp. 272-287
Persistent link: https://www.econbiz.de/10014515617
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
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:
5
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:
6
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:
7
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:
8
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:
9
Service failures in times of crisis : an analysis of eWOM emotionality
Gerrath, Maximilian H. E. E.
;
Mafael, Alexander
; …
- In:
Journal of business research : JBR
154
(
2023
),
pp. 1-12
Persistent link: https://www.econbiz.de/10013468762
Saved in:
10
Turning complaining customers into loyal customers: moderators of the complaint handling-customer loyalty relationship
Morgeson, Forrest V., III.
;
Hult, G. Tomas M.
;
Mithas, Sunil
- In:
Journal of marketing
84
(
2020
)
5
,
pp. 79-99
Persistent link: https://www.econbiz.de/10012271494
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