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~isPartOf:"Journal of retailing and consumer services"
~isPartOf:"Services marketing quarterly"
~subject:"Konsumentenverhalten"
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Search: subject_exact:"Consumer complaints"
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Konsumentenverhalten
Beschwerdemanagement
56
Complaint management
56
Dienstleistungsqualität
48
Service quality
48
Customer satisfaction
41
Kundenzufriedenheit
41
Beziehungsmarketing
35
Relationship marketing
35
Consumer behaviour
28
Service recovery
17
Customer service
16
Kundenservice
16
Service failure
16
Justice
11
Gerechtigkeit
10
Viral marketing
9
Virales Marketing
9
USA
8
United States
8
Mobile communications
7
Mobilkommunikation
7
Emotion
5
Ethiopia
5
Satisfaction
5
Äthiopien
5
Co-creation
4
Einzelhandel
4
Online retailing
4
Online-Handel
4
Perceived justice
4
Retail trade
4
Brand image
3
Brand management
3
Customer integration
3
Dienstleistungssektor
3
Distributive justice
3
Kundenintegration
3
Markenführung
3
Markenimage
3
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28
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English
28
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Gohary, Ali
2
Hamzelu, Bahman
2
Harun, Ahasan
2
Khantimirov, Denis
2
Mattila, Anna S.
2
Pacheco, Natália Araújo
2
Rokonuzzaman, Md
2
Shin, Hyunju
2
Alizadeh, Hamid
1
Ashley, Christy
1
Babin, Barry J.
1
Bai, Yanzhuang
1
Bataoui, Soffien
1
Bicho, Marta
1
Boch, Emmanuelle
1
Borges, Adilson
1
Bougoure, Ursula Sigrid
1
Campos, Pimenta, Marco Tulio
1
Casidy, Riza
1
Chatzipanagiotou, Kalliopi
1
Cioppi, Marco
1
Clouse, Shawn F.
1
Curina, Ilaria
1
Dootson, Paula
1
Dorsey, Joshua D.
1
Droms, Courtney M.
1
Fazal-e-Hasan, Syed
1
Francioni, Barbara
1
Frasquet Deltoro, Marta
1
Geuens, Maggie
1
Gul-E-Rana
1
Hanzaee, Kambiz Heidarzadeh
1
Hegner, Sabrina
1
Hu, Jing
1
Huang, Yu-Shan
1
Ieva, Marco
1
Jung, Na Young
1
Karande, Kiran
1
Kurnia, Pepey Riawati
1
Le, Hoang T. P. M.
1
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Journal of retailing and consumer services
Services marketing quarterly
Journal of business research : JBR
39
Journal of hospitality marketing & management
26
International journal of hospitality management
24
The journal of services marketing
20
Journal of service research : JSR
14
European journal of marketing : EJM
13
Psychology & marketing
12
International journal of contemporary hospitality management
11
International journal of consumer studies
9
Service business
9
Journal of hospitality & tourism research : JHTR ; the professional journal of the Council on Hotel, Restaurant, and Institutional Education
8
Journal of retailing
8
Journal of service management
8
Managing service quality : MSQ ; an international journal
8
Ilmenauer Schriften zur Betriebswirtschaftslehre
7
Journal of marketing
7
Journal of service research
7
Business horizons
5
Cogent business & management
5
Journal of the Academy of Marketing Science
5
Marketing letters : a journal of research in marketing
5
Marketing science : the marketing journal of the Institute for Operations Research and the Management Sciences
5
The service industries journal
5
International journal of quality and service sciences
4
International journal of services and operations management
4
Journal of consumer behaviour : an international research review
4
Journal of consumer marketing
4
Journal of marketing management : MM
4
Journal of service theory and practice
4
Journal of service theory and practice : JSTP
4
Journal of strategic marketing
4
Journal of travel and tourism marketing
4
Marketing intelligence & planning
4
Asia-Pacific journal of business administration
3
Gabler Edition Wissenschaft
3
International journal of electronic commerce : IJEC
3
International journal of production economics
3
Journal of air transport management
3
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ECONIS (ZBW)
28
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10
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28
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1
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:
2
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:
3
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:
4
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:
5
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:
6
Is there any value in the online reviews of remedial satisfied customers? : an empirical study in the hospitality industry
Bai, Yanzhuang
;
Li, Tingwu
;
Zheng, Chundong
- In:
Journal of retailing and consumer services
64
(
2022
),
pp. 1-12
Persistent link: https://www.econbiz.de/10013209529
Saved in:
7
Managing service recovery experience : effects of the forgiveness for older consumers
Babin, Barry J.
;
Zhuang, Weiling
;
Borges, Adilson
- In:
Journal of retailing and consumer services
58
(
2021
),
pp. 1-10
Persistent link: https://www.econbiz.de/10012430649
Saved in:
8
Self-diminishing effects of awe on consumer forgiveness in service encounters
Yang, Yan
;
Hu, Jing
- In:
Journal of retailing and consumer services
60
(
2021
),
pp. 1-10
Persistent link: https://www.econbiz.de/10012502710
Saved in:
9
Pursuit of loyalty in service recovery : the roles of brand equity and cognitive reappraisal as moderators
Harun, Ahasan
;
Rokonuzzaman, Md
- In:
Journal of retailing and consumer services
62
(
2021
),
pp. 1-11
Persistent link: https://www.econbiz.de/10012648862
Saved in:
10
Mediating role of customer forgiveness between perceived justice and satisfaction
Muhammad, Lakhi
;
Gul-E-Rana
- In:
Journal of retailing and consumer services
52
(
2020
),
pp. 1-7
Persistent link: https://www.econbiz.de/10012132151
Saved in:
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