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~isPartOf:"Journal of business research : JBR"
~isPartOf:"Journal of marketing"
~subject:"Complaint management"
~subject:"Lieferantenmanagement"
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Search: subject:"Customer satisfaction"
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Complaint management
Lieferantenmanagement
Customer satisfaction
352
Kundenzufriedenheit
351
Beziehungsmarketing
166
Relationship marketing
166
Consumer behaviour
164
Konsumentenverhalten
164
Dienstleistungsqualität
162
Service quality
162
Beschwerdemanagement
53
Satisfaction
42
Customer service
38
Kundenservice
38
Emotion
29
Arbeitszufriedenheit
28
Brand management
28
Job satisfaction
28
Markenführung
28
Brand image
26
Markenimage
26
Service failure
24
Dienstleistungssektor
23
Service industry
23
Viral marketing
22
Virales Marketing
22
Online retailing
19
Online-Handel
19
Service recovery
19
Supplier relationship management
19
Einzelhandel
18
Retail trade
18
Customer integration
17
Kundenintegration
17
Customer experience
16
Loyalty
16
customer satisfaction
16
Social Web
14
Social web
14
USA
14
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Undetermined
52
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Article
70
Book / Working Paper
1
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Article in journal
71
Aufsatz in Zeitschrift
71
Collection of articles of several authors
1
Sammelwerk
1
Language
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English
71
Author
All
Chebat, Jean-Charles
4
Balaji, M. S.
3
Grégoire, Yany
2
Gäthke, Jana
2
Homburg, Christian
2
Huang, Minxue
2
Hutzinger, Clemens
2
Krishnan, Balaji C.
2
Salo, Jari
2
Sengupta, Aditi Sarkar
2
Tsang, Alex S. L.
2
Verhoef, Peter C.
2
Weitzl, Wolfgang
2
Zhou, Nan
2
Zhou, Yuanyuan
2
Aghazadeh, Hashem
1
Aktas, Gurhan
1
Alamanos, Eleftherios
1
Alatalo, Sari
1
Ali, Faizan
1
Allard, Thomas
1
Allmann, Jan
1
Altinay, Levent
1
Anarelli, Tales Neves
1
Andrews, Michelle
1
Armirotto, Vincent
1
Arnold, Todd J.
1
Arsenovic, Jasenko
1
Autry, Chad W.
1
Azemi, Yllka
1
Bacile, Todd J.
1
Baker, Melissa A.
1
Baliga, Ashwin J.
1
Barisson, Paulo
1
Becerril-Arreola, Rafael
1
Bian, Xuemei
1
Biemans, Wim
1
Biraglia, Alessandro
1
Bolton, Ruth M.
1
Borges, Adilson
1
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Published in...
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Journal of business research : JBR
Journal of marketing
Industrial marketing management : the international journal for industrial and high-tech firms
42
Journal of retailing and consumer services
39
International journal of hospitality management
35
The journal of services marketing
31
The journal of business & industrial marketing
30
Service business
24
Journal of service research : JSR
21
Journal of hospitality marketing & management
20
The service industries journal
20
Journal of the Academy of Marketing Science
16
International journal of contemporary hospitality management
14
European journal of marketing : EJM
13
Journal of business-to-business marketing
13
Journal of retailing
11
Journal of service management
11
Journal of service research
11
Journal of strategic marketing
11
Marketing letters : a journal of research in marketing
11
SpringerLink / Bücher
10
Journal of relationship marketing : innovations and enhancements for customer service, relations, and satisfaction
9
Psychology & marketing
9
Services marketing quarterly
9
Asia Pacific journal of marketing and logistics
8
International journal of quality and service sciences
8
Journal of air transport management
8
Journal of hospitality & tourism research : JHTR ; the professional journal of the Council on Hotel, Restaurant, and Institutional Education
8
Journal of service theory and practice
8
Journal of service theory and practice : JSTP
8
Cogent business & management
7
International journal of procurement management
7
Managing service quality : MSQ ; an international journal
7
Total quality management & business excellence : an official journal of the European Society for Organisational Excellence
7
Ilmenauer Schriften zur Betriebswirtschaftslehre
6
International journal of production economics
6
Journal of marketing management : MM
6
Journal of purchasing and supply management
6
Australasian marketing journal
5
Business horizons
5
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ECONIS (ZBW)
71
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1
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:
2
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:
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
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:
7
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:
8
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
Saved in:
9
Can beauty save service failures? : the role of recovery employees' physical attractiveness in the tourism industry
Li, Yaoqi
;
Zhang, Chun
;
Fang, Shujie
- In:
Journal of business research : JBR
141
(
2022
),
pp. 100-110
Persistent link: https://www.econbiz.de/10013167959
Saved in:
10
Beyond anger : a neutralization perspective of customer revenge
Yang, Chaofan
;
Sun, Yongqiang
;
Shen, Xiao-Liang
- In:
Journal of business research : JBR
146
(
2022
),
pp. 363-374
Persistent link: https://www.econbiz.de/10013271411
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