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~isPartOf:"Journal of business research : JBR"
~isPartOf:"Journal of marketing"
~subject:"Complaint management"
~subject:"Service recovery"
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Complaint management
Service recovery
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
Lieferantenmanagement
19
Online retailing
19
Online-Handel
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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43
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Article
53
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53
Aufsatz in Zeitschrift
53
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English
53
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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
Tsang, Alex S. L.
2
Weitzl, Wolfgang
2
Zhou, Nan
2
Zhou, Yuanyuan
2
Aghazadeh, Hashem
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
Baliga, Ashwin J.
1
Bian, Xuemei
1
Biraglia, Alessandro
1
Borges, Adilson
1
Butori, Raphaëlle
1
Béal, Mathieu
1
Cai, Ruiying
1
Chawla, Vaibhav
1
Chen, Pei-Chi
1
Chen, Tong
1
Chi, Nai-Wen
1
Cho, Wonae
1
Cusin, Julien
1
Dahl, Darren W.
1
De Keyser, Arne
1
Deng, Xiaoyan
1
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Journal of business research : JBR
Journal of marketing
International journal of hospitality management
33
Journal of retailing and consumer services
33
The journal of services marketing
29
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
Asia Pacific journal of marketing and logistics
7
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
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
Tourism management : research, policies, practice
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
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ECONIS (ZBW)
53
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1
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:
2
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:
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
Saved in:
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