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~isPartOf:"Journal of marketing"
~isPartOf:"Journal of service theory and practice"
~subject:"Complaint management"
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Search: subject:"Customer satisfaction"
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Complaint management
Customer satisfaction
76
Kundenzufriedenheit
76
Dienstleistungsqualität
40
Service quality
40
Beziehungsmarketing
39
Relationship marketing
39
Consumer behaviour
28
Konsumentenverhalten
28
customer satisfaction
16
Beschwerdemanagement
14
Customer service
13
Kundenservice
13
Dienstleistungssektor
8
Service industry
8
Arbeitszufriedenheit
7
Job satisfaction
7
Customer integration
6
Kundenintegration
6
Dienstleistung
5
Service failure
5
Services
5
Börsenkurs
4
Capital income
4
Emotion
4
Kapitaleinkommen
4
Marketing
4
Portfolio selection
4
Portfolio-Management
4
Share price
4
USA
4
United States
4
service failure
4
Arbeitsverhalten
3
Brand management
3
Customer participation
3
Firm performance
3
Führungsstil
3
Immaterielle Güter
3
Immaterielle Werte
3
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Undetermined
11
Free
2
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Article
14
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14
Aufsatz in Zeitschrift
14
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English
14
Author
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Sörqvist, Patrik
2
Adil, Mohd
1
Ahmadi, Zahra
1
Allard, Thomas
1
Andrews, Michelle
1
Berggren, Benny
1
Bharti, Kumkum
1
Björkman, Jesper
1
Casidy, Riza
1
Cui, Jinsheng
1
Dahl, Darren W.
1
Deng, Xiaoyan
1
Du, Jianguo
1
Dunn, Lea H.
1
Edström, Andreas
1
Ek, Peter
1
Fornell, Claes
1
Ho, Ting Hin
1
Homburg, Christian
1
Hult, G. Tomas M.
1
Jebarajakirthy, Charles
1
Jin, Shuai
1
Kanuri, Vamsi K.
1
Keiningham, Timothy
1
Khalid, Adeel
1
Khan, Muhammad Aamir Shafique
1
Kim, Yungchul
1
Korn, Nathalie
1
Luo, Xueming
1
Ma, Chunhao
1
Maseeh, Haroon Iqbal
1
Mazraeh, Hanan
1
Mishra, Abhishek
1
Mithas, Sunil
1
Molin, Jonas
1
Morgeson, Forrest V., III.
1
Nylander, Beatrice
1
Pihlgren, Micael
1
Sadiq, Mohd
1
Saeed, Munazza
1
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Journal of marketing
Journal of service theory and practice
Journal of business research : JBR
45
International journal of hospitality management
33
Journal of retailing and consumer services
33
The journal of services marketing
27
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
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
Ilmenauer Schriften zur Betriebswirtschaftslehre
6
Journal of strategic marketing
6
Business horizons
5
Cogent business & management
5
Journal of consumer behaviour : an international research review
5
Journal of service research
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)
14
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14
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date (oldest first)
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
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:
4
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:
5
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:
6
Robot service failure : the double-edged sword effect of emotional labor in service recovery
Shi, Yunxia
;
Zhang, Rumeng
;
Ma, Chunhao
;
Wang, Lijie
- In:
Journal of service theory and practice
33
(
2023
)
1
,
pp. 72-88
Persistent link: https://www.econbiz.de/10014301943
Saved in:
7
Participative leadership and service recovery performance : a moderated mediation model
Khan, Muhammad Aamir Shafique
;
Du, Jianguo
;
Jin, Shuai
; …
- In:
Journal of service theory and practice
33
(
2023
)
4
,
pp. 537-555
Persistent link: https://www.econbiz.de/10014302373
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
Online service failure : antecedents, moderators and consequences
Adil, Mohd
;
Sadiq, Mohd
;
Jebarajakirthy, Charles
; …
- In:
Journal of service theory and practice
32
(
2022
)
6
,
pp. 797-842
Persistent link: https://www.econbiz.de/10013440334
Saved in:
10
When and why saying "thank you" is better than saying "sorry" in redressing service failures : the role of self-esteem
You, Yanfen
;
Yang, Xiaojing
;
Wang, Lili
;
Deng, Xiaoyan
- In:
Journal of marketing
84
(
2020
)
2
,
pp. 133-150
Persistent link: https://www.econbiz.de/10012176607
Saved in:
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