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~isPartOf:"Journal of hospitality marketing & management"
~isPartOf:"Management science : journal of the Institute for Operations Research and the Management Sciences"
~subject:"Beschwerdemanagement"
~subject:"Produktqualität"
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Search: subject:"Nachkaufmarketing"
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Beschwerdemanagement
Produktqualität
Customer service
27
Kundenservice
27
Dienstleistungsqualität
18
Service quality
18
Customer satisfaction
15
Kundenzufriedenheit
15
Consumer behaviour
14
Konsumentenverhalten
14
Beziehungsmarketing
8
Complaint management
8
Relationship marketing
8
Hospital
4
Krankenhaus
4
Contract theory
3
Lieferkette
3
Supply chain
3
Vertragstheorie
3
service encounter
3
service failure
3
service recovery
3
Aerospace industry
2
Business process management
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Dienstleistungssektor
2
Einzelhandel
2
Emotion
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Luftfahrtindustrie
2
Performance measurement
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Performance-Messung
2
Product quality
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Prozessmanagement
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Retail trade
2
Service industry
2
Tourism industry
2
Tourismuswirtschaft
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customer experience
2
customer loyalty
2
proactive customer service performance
2
satisfaction
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Kim, Sang Hyun
2
Baker, Melissa A.
1
Bakshi, Nitin
1
Chen, Haipeng
1
Cho, Soo-Haeng
1
Cohen, Morris A.
1
Coughlan, Anne T.
1
Guajardo, Jose A.
1
Hua, Nan
1
Kim, Youngsun Sean
1
Koc, Erdogan
1
Ma, Junzhao
1
Nageswaran, Leela
1
Netessine, Serguei
1
Palmeira, Mauricio
1
Salehi-Esfahani, Saba
1
Savaskan, R. Canan
1
Savva, Nicos
1
Scheller-Wolf, Alan
1
Shan, Minghui
1
Sharifi, Seyed Shahin
1
Shulman, Jeffrey D.
1
Sinha, Kingshuk K.
1
Spassova, Gerri
1
Sun, Sijie
1
Thirumalai, Sriram
1
Torres, Edwin
1
Villi, Bilge
1
Zhu, Zhenzhong
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Journal of hospitality marketing & management
Management science : journal of the Institute for Operations Research and the Management Sciences
Journal of business research : JBR
20
International journal of hospitality management
15
The journal of services marketing
15
Journal of retailing and consumer services
11
Journal of service research : JSR
8
Journal of service theory and practice
7
Psychology & marketing
7
The service industries journal
7
Journal of retailing
6
Journal of service research
6
Ilmenauer Schriften zur Betriebswirtschaftslehre
5
International journal of contemporary hospitality management
5
International journal of quality and service sciences
5
Managing service quality : MSQ ; an international journal
5
Marketing letters : a journal of research in marketing
5
Services marketing quarterly
5
Business horizons
4
International journal of operations & production management : IJOPM ; the official journal of the European Operations Management Association, EUROMA
4
Journal of the Academy of Marketing Science
4
Gabler Edition Wissenschaft
3
International journal of business information systems : IJBIS
3
International journal of consumer studies
3
International journal of production economics
3
International journal of services, economics and management
3
Journal of hospitality & tourism research : JHTR ; the professional journal of the Council on Hotel, Restaurant, and Institutional Education
3
Journal of service management
3
Journal of service theory and practice : JSTP
3
Service business
3
Asia Pacific journal of marketing and logistics
2
Asia-Pacific journal of business administration
2
Cogent business & management
2
Customer Relationship Management : neue CRM-Best-Practice-Fallstudien und -Konzepte zu Prozessen, Organisation, Mitarbeiterführung und Technologie
2
European journal of marketing
2
European journal of marketing : EJM
2
International journal of business and economics
2
International journal of electronic commerce : IJEC
2
International journal of services and operations management
2
Journal for global business advancement : JGBA
2
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ECONIS (ZBW)
10
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date (oldest first)
1
Service robot's responses in service recovery and service evaluation : the moderating role of robots' social perception
Shan, Minghui
;
Zhu, Zhenzhong
;
Chen, Haipeng
;
Sun, Sijie
- In:
Journal of hospitality marketing & management
33
(
2024
)
2
,
pp. 145-168
Persistent link: https://www.econbiz.de/10014511796
Saved in:
2
Responding to negative reviews? : the interplay of management response strategy and service failure type
Salehi-Esfahani, Saba
;
Torres, Edwin
;
Hua, Nan
- In:
Journal of hospitality marketing & management
32
(
2023
)
1
,
pp. 29-49
Persistent link: https://www.econbiz.de/10013545802
Saved in:
3
Customers' reactions to other customer caused service failures : the effects of tie strength on customer loyalty
Kim, Youngsun Sean
;
Baker, Melissa A.
- In:
Journal of hospitality marketing & management
29
(
2020
)
6
,
pp. 682-701
Persistent link: https://www.econbiz.de/10012256164
Saved in:
4
Consumer return policies in omnichannel operations
Nageswaran, Leela
;
Cho, Soo-Haeng
;
Scheller-Wolf, Alan
- In:
Management science : journal of the Institute for …
66
(
2020
)
12
,
pp. 5558-5575
Persistent link: https://www.econbiz.de/10012391392
Saved in:
5
Employee attractiveness and customers' service failure perceptions
Villi, Bilge
;
Koc, Erdogan
- In:
Journal of hospitality marketing & management
27
(
2018
)
1
,
pp. 41-60
Persistent link: https://www.econbiz.de/10011848320
Saved in:
6
The impact of service failure and recovery on target and observing customers : a comparative study
Sharifi, Seyed Shahin
;
Palmeira, Mauricio
;
Ma, Junzhao
; …
- In:
Journal of hospitality marketing & management
26
(
2017
)
8
,
pp. 889-910
Persistent link: https://www.econbiz.de/10011784161
Saved in:
7
Signaling new product reliability with after-sales service contracts
Bakshi, Nitin
;
Kim, Sang Hyun
;
Savva, Nicos
- In:
Management science : journal of the Institute for …
61
(
2015
)
8
,
pp. 1812-1829
Persistent link: https://www.econbiz.de/10011338818
Saved in:
8
Impact of performance-based contracting on product reliability : an empirical analysis
Guajardo, Jose A.
;
Cohen, Morris A.
;
Kim, Sang Hyun
; …
- In:
Management science : journal of the Institute for …
58
(
2012
)
5
,
pp. 961-979
Persistent link: https://www.econbiz.de/10009553489
Saved in:
9
Product recalls in the medical device industry : an empirical exploration of the sources and financial consequences
Thirumalai, Sriram
;
Sinha, Kingshuk K.
- In:
Management science : journal of the Institute for …
57
(
2011
)
2
,
pp. 376-392
Persistent link: https://www.econbiz.de/10008901435
Saved in:
10
Managing consumer returns in a competitive environment
Shulman, Jeffrey D.
;
Coughlan, Anne T.
;
Savaskan, R. Canan
- In:
Management science : journal of the Institute for …
57
(
2011
)
2
,
pp. 347-362
Persistent link: https://www.econbiz.de/10008901438
Saved in:
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