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~isPartOf:"Journal of marketing management : MM"
~isPartOf:"Journal of retailing"
~isPartOf:"Marketing letters : a journal of research in marketing"
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Beschwerdemanagement
37
Complaint management
37
Customer satisfaction
20
Kundenzufriedenheit
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Dienstleistungsqualität
19
Service quality
19
Beziehungsmarketing
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Brady, Michael K.
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Buttle, Francis A.
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Grégoire, Yany
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Journal of marketing management : MM
Journal of retailing
Marketing letters : a journal of research in marketing
Journal of business research : JBR
72
International journal of hospitality management
55
Journal of retailing and consumer services
43
The journal of services marketing
43
Journal of hospitality marketing & management
31
Journal of service research : JSR
31
The service industries journal
27
International journal of contemporary hospitality management
20
Journal of the Academy of Marketing Science
20
Service business
20
Psychology & marketing
16
European journal of marketing : EJM
15
Journal of service research
15
Journal of service management
14
Managing service quality : MSQ ; an international journal
14
Journal of hospitality & tourism research : JHTR ; the professional journal of the Council on Hotel, Restaurant, and Institutional Education
13
Services marketing quarterly
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Journal of air transport management
12
Journal of consumer behaviour : an international research review
12
Journal of marketing
12
SpringerLink / Bücher
12
International journal of consumer studies
11
International journal of quality and service sciences
9
Journal of service theory and practice
9
Journal of service theory and practice : JSTP
9
Asia Pacific journal of marketing and logistics
8
Business horizons
8
Erfolgreiches Beschwerdemanagement : Wege zu Prozessverbesserungen und Kundenzufriedenheit
8
Ilmenauer Schriften zur Betriebswirtschaftslehre
8
International journal of production economics
8
Journal of strategic marketing
8
Journal of travel and tourism marketing
8
Tourism management : research, policies, practice
8
Cogent business & management
7
Marketing intelligence & planning
7
Reihe: Wissenschaftliche Arbeitspapiere / W / Institut für Marktorientierte Unternehmensführung, Universität Mannheim
7
Total quality management & business excellence : an official journal of the European Society for Organisational Excellence
7
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ECONIS (ZBW)
37
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1
Money for nothing : the impact of compensation on customers' bad-mouthing in service recovery encounters
Arsenovic, Jasenko
;
Edvardsson, Bo
;
Otterbring, Tobias
; …
- In:
Marketing letters : a journal of research in marketing
34
(
2023
)
1
,
pp. 69-82
Persistent link: https://www.econbiz.de/10014265992
Saved in:
2
Information search and product returns across mobile and traditional online channels
Zhang, Yufei
;
Voorhees, Clay M.
;
Chen, Lin
;
Chiang, Jeongwen
- In:
Journal of retailing
98
(
2022
)
2
,
pp. 260-276
Persistent link: https://www.econbiz.de/10013364282
Saved in:
3
Customers' emotions in service failure and recovery : a meta-analysis
Valentini, Sara
;
Orsingher, Chiara
;
Polyakova, Alexandra
- In:
Marketing letters : a journal of research in marketing
31
(
2020
)
2/3
,
pp. 199-216
Persistent link: https://www.econbiz.de/10012301451
Saved in:
4
Timing of apology after service failure : the moderating role of future interaction expectation on customer satisfaction
Min, Kyeong Sam
;
Jung, Jae Min
;
Ryu, Kisang
;
Haugtvedt, …
- In:
Marketing letters : a journal of research in marketing
31
(
2020
)
2/3
,
pp. 217-230
Persistent link: https://www.econbiz.de/10012301456
Saved in:
5
The effects of relationship length on customer profitability after a service recovery
Béal, Mathieu
;
Sabadie, William
;
Grégoire, Yany
- In:
Marketing letters : a journal of research in marketing
30
(
2019
)
3/4
,
pp. 293-305
Persistent link: https://www.econbiz.de/10012144812
Saved in:
6
Customer participation in service recovery : a meta-analysis
Van Vaerenbergh, Yves
;
Hazée, Simon
;
Costers, Annelies
- In:
Marketing letters : a journal of research in marketing
29
(
2018
)
4
,
pp. 465-483
Persistent link: https://www.econbiz.de/10011964332
Saved in:
7
Boundary conditions of the effect of customer coproduction : the case of service failure
Zolfagharian, Mohammadali
;
Felix, Reto
;
Braun, Jakob
- In:
Journal of marketing management : MM
34
(
2018
)
9/10
,
pp. 705-731
Persistent link: https://www.econbiz.de/10011935068
Saved in:
8
The effect of return policy leniency on consumer purchase and return decisions : a meta-analytic review
Janakiraman, Narayan
;
Srydal, Holly A.
;
Freling, Ryan
- In:
Journal of retailing
92
(
2016
)
2
,
pp. 226-235
Persistent link: https://www.econbiz.de/10011505034
Saved in:
9
Shopping plans, buying motivations, and return policies : impacts on product returns and purchase likelihoods
Seo, Joon Yong
;
Yoon, Sukki
;
Vangelova, Milena
- In:
Marketing letters : a journal of research in marketing
27
(
2016
)
4
,
pp. 645-659
Persistent link: https://www.econbiz.de/10011614278
Saved in:
10
Powerlessness following service failure and its implications for service recovery
Wong, Jimmy
;
Newton, Joshua D.
;
Newton, Fiona J.
- In:
Marketing letters : a journal of research in marketing
27
(
2016
)
1
,
pp. 63-75
Persistent link: https://www.econbiz.de/10011444023
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