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~isPartOf:"Journal of service theory and practice"
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Search: subject:"Beschwerdemanagement"
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Beschwerdemanagement
9
Complaint management
9
Customer satisfaction
8
Dienstleistungsqualität
8
Kundenzufriedenheit
8
Service quality
8
Customer service
7
Kundenservice
7
Beziehungsmarketing
4
Consumer behaviour
4
Konsumentenverhalten
4
Relationship marketing
4
Service failure
4
Service recovery
3
Bibliometrics
2
Bibliometrie
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Compensation
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Robot
2
Roboter
2
Service robot
2
Systematic literature review
2
Accountability theory
1
Anchoring effect
1
Anticipated trust
1
Anxiety
1
Brand management
1
Brand switching intention
1
Bystander effect
1
Confidence
1
Consumer forgiveness
1
Customer complaint redressal
1
Customer intention to participate in service recovery
1
Customer service journey
1
Demand-what-you-want
1
Digitale Dienste
1
Emotion
1
Emotional labor
1
Failure controllability attribution
1
Frontline service employees
1
Führungsstil
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English
9
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Sörqvist, Patrik
2
Adil, Mohd
1
Ahmadi, Zahra
1
Berggren, Benny
1
Bharti, Kumkum
1
Björkman, Jesper
1
Casidy, Riza
1
Cui, Jinsheng
1
Du, Jianguo
1
Edström, Andreas
1
Ek, Peter
1
Gouda, Sirish Kumar
1
Gupta, Agam
1
Ho, Ting Hin
1
Ilavarasan, Vignesh
1
Jebarajakirthy, Charles
1
Jin, Shuai
1
Khalid, Adeel
1
Khan, Muhammad Aamir Shafique
1
Kim, Yungchul
1
Korn, Nathalie
1
Ma, Chunhao
1
Maseeh, Haroon Iqbal
1
Mazraeh, Hanan
1
Mishra, Abhishek
1
Molin, Jonas
1
Nylander, Beatrice
1
Pihlgren, Micael
1
Sadiq, Mohd
1
Saeed, Munazza
1
Sangroya, Deepak
1
Sharma, Divya
1
Shi, Yunxia
1
Singh, Gurbir
1
Tan, Lay Peng
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Vimalkumar, M.
1
Wang, Lijie
1
Zhang, Mengwei
1
Zhang, Rumeng
1
Zhong, Jianan
1
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Journal of service theory and practice
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
28
Journal of the Academy of Marketing Science
21
International journal of contemporary hospitality management
20
Service business
20
Psychology & marketing
16
SpringerLink / Bücher
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
Services marketing quarterly
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
International journal of consumer studies
11
Journal of marketing management : MM
10
Ilmenauer Schriften zur Betriebswirtschaftslehre
9
International journal of quality and service sciences
9
Journal of service theory and practice : JSTP
9
Tourism management : research, policies, practice
9
Asia Pacific journal of marketing and logistics
8
Business horizons
8
Erfolgreiches Beschwerdemanagement : Wege zu Prozessverbesserungen und Kundenzufriedenheit
8
International journal of production economics
8
Journal of strategic marketing
8
Journal of travel and tourism marketing
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)
9
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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
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:
4
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:
5
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:
6
Framing your concerns right: an analysis of air passengers' complaints during two time periods
Sharma, Divya
;
Vimalkumar, M.
;
Gouda, Sirish Kumar
; …
- In:
Journal of service theory and practice
33
(
2023
)
6
,
pp. 721-747
Persistent link: https://www.econbiz.de/10014447494
Saved in:
7
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:
8
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:
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:
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