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~isPartOf:"Journal of retailing and consumer services"
~isPartOf:"Services marketing quarterly"
~source:"econis"
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Search: subject_exact:"Consumer complaints"
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Beschwerdemanagement
56
Complaint management
56
Dienstleistungsqualität
48
Service quality
48
Customer satisfaction
41
Kundenzufriedenheit
41
Beziehungsmarketing
35
Relationship marketing
35
Consumer behaviour
28
Konsumentenverhalten
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Service recovery
17
Customer service
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Justice
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Gerechtigkeit
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Viral marketing
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Virales Marketing
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USA
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United States
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Mobilkommunikation
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Emotion
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Ethiopia
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Online retailing
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Online-Handel
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Perceived justice
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Retail trade
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Brand image
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Brand management
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Customer integration
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Dienstleistungssektor
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Distributive justice
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English
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Khantimirov, Denis
3
Shin, Hyunju
3
Casidy, Riza
2
Gohary, Ali
2
Hamzelu, Bahman
2
Harun, Ahasan
2
Karande, Kiran
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Mattila, Anna S.
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Pacheco, Natália Araújo
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Rokonuzzaman, Md
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Alizadeh, Hamid
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Altinigne, Nesenur
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Arikan, Esra
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Ashley, Christy
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Bai, Yanzhuang
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Bambauer-Sachse, Silke
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Basil, Debra Z.
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Bataoui, Soffien
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Berbel-Pineda, Juan M.
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Bicho, Marta
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Boch, Emmanuelle
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Borges, Adilson
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Bougoure, Ursula Sigrid
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Bozkurt, Sıddık
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Cambra-Fierro, Jesús
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Campos, Pimenta, Marco Tulio
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Chang, Shu-yu
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Chatzipanagiotou, Kalliopi
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Chen, Ke
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Chen, Nuoya
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Cheng, Peng
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Chih, Wen-Hai
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Cho, Youngju
1
Choudhury, Koushiki
1
Cioppi, Marco
1
Claye-Puaux, Sophie
1
Clouse, Shawn F.
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Journal of retailing and consumer services
Services marketing quarterly
Journal of business research : JBR
72
International journal of hospitality management
55
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 retailing
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
Journal of air transport management
12
Journal of consumer behaviour : an international research review
12
Journal of marketing
12
Marketing letters : a journal of research in marketing
12
SpringerLink / Bücher
12
International journal of consumer studies
11
Journal of marketing management : MM
10
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)
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1
Role of downward versus upward social comparison in service recovery : testing a mediated moderation model with two empirical studies
Chen, Ke
;
Zhan, Wu
;
Sharma, Piyush
- In:
Journal of retailing and consumer services
75
(
2023
),
pp. 1-13
Persistent link: https://www.econbiz.de/10014372531
Saved in:
2
Examining the impact of service robot communication styles on customer intimacy following service failure
Park, Junsung
;
Yoo, Joon Woo
;
Cho, Youngju
;
Park, Heejun
- In:
Journal of retailing and consumer services
75
(
2023
),
pp. 1-9
Persistent link: https://www.econbiz.de/10014372639
Saved in:
3
Emotion and trust in virtual service assistant design for effective service recovery
Le, Hoang T. P. M.
;
Park, Jungkun
;
Lee, Sangwoo
- In:
Journal of retailing and consumer services
74
(
2023
),
pp. 1-11
Persistent link: https://www.econbiz.de/10014364045
Saved in:
4
Would you try it again? : dual effects of customer mindfulness on service recovery
Martinez, Luisa M.
;
Pacheco, Natália Araújo
;
Ramos, …
- In:
Journal of retailing and consumer services
74
(
2023
),
pp. 1-13
Persistent link: https://www.econbiz.de/10014364668
Saved in:
5
The role of socially rich photos in generating favorable donation behavior on charity websites
Bataoui, Soffien
;
Boch, Emmanuelle
- In:
Journal of retailing and consumer services
74
(
2023
),
pp. 1-16
Persistent link: https://www.econbiz.de/10014364672
Saved in:
6
May robots be held responsible for service failure and recovery? : the role of robot service provider agents' human-likeness
Arikan, Esra
;
Altinigne, Nesenur
;
Kuzgun, Ebru
;
Okan, Mehmet
- In:
Journal of retailing and consumer services
70
(
2023
),
pp. 1-11
Persistent link: https://www.econbiz.de/10014240279
Saved in:
7
The role of customer complaint management on switching intention and customer exit in fitness centers
Campos, Pimenta, Marco Tulio
;
Mesquita, José Marcos …
- In:
Services marketing quarterly
44
(
2023
)
1
,
pp. 51-72
Persistent link: https://www.econbiz.de/10013546191
Saved in:
8
Collaboration in service recovery : control, effort, and self-serving bias
Park, Joohyung
;
Ha, Sejin
- In:
Services marketing quarterly
43
(
2022
)
1
,
pp. 87-109
Persistent link: https://www.econbiz.de/10012801858
Saved in:
9
Chatbots and service failure : when does it lead to customer aggression
Huang, Yu-Shan
;
Dootson, Paula
- In:
Journal of retailing and consumer services
68
(
2022
),
pp. 1-11
Persistent link: https://www.econbiz.de/10013366333
Saved in:
10
Seekers' complaint behavior in crowdsourcing : an uncertainty perspective
Yang, Xi
;
Zhao, Quanwu
;
Sun, Heshan
- In:
Journal of retailing and consumer services
68
(
2022
),
pp. 1-13
Persistent link: https://www.econbiz.de/10013366381
Saved in:
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