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~isPartOf:"Journal of the Academy of Marketing Science"
~isPartOf:"Managing service quality : MSQ ; an international journal"
~isPartOf:"Service business"
~isPartOf:"SpringerLink / Bücher"
~subject:"Consumer behaviour"
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Search: subject_exact:"Complaint management"
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Consumer behaviour
Beschwerdemanagement
66
Complaint management
66
Dienstleistungsqualität
44
Service quality
44
Customer satisfaction
40
Kundenzufriedenheit
40
Beziehungsmarketing
29
Relationship marketing
29
Konsumentenverhalten
25
Reklamation
14
Service recovery
14
Customer service
13
Kundenservice
13
Kundenmanagement
12
Service failure
11
Dienstleistungssektor
8
Justice
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Gerechtigkeit
7
Service industry
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Emotion
6
Deutschland
5
Germany
5
Viral marketing
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Virales Marketing
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Beziehungsmanagement
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Customer integration
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Kundenintegration
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Satisfaction
4
Selbstbedienung
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Self-service
4
Servicepolitik
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USA
4
United States
4
Communication
3
Electronic Commerce
3
Ethiopia
3
Kommunikation
3
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Andreassen, Tor W.
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Bali, Zsofia
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Bilstein, Nicola
1
Bruns, Andrea
1
Cambra-Fierro, Jesús
1
Chen, WeiWei
1
Cheng, Yu-chi
1
Cheung, Fung Yi Millissa
1
Chih, Wen-hai
1
Deges, Frank
1
Edvardsson, Bo
1
Garding, Stefan
1
Ghadami, Fateme
1
Gruber, Thorsten
1
Grégoire, Yany
1
Hess, Ronald L. <Jr.>
1
Hogreve, Jens
1
Hsu, Li-chun
1
Johnen, Marius
1
Kenesei, Zsófia
1
Kim, Seo Young
1
Kurt, Sumeyra Duman
1
Laporte, Sandra
1
Larivière, Bart
1
Larocque, Denis
1
Lee, Hsiao-Ching
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Lee, Hyun-Woo
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Mandl, Leonhard
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Melero-Polo, Iguácel
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Nite, Calvin
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Ozgen, Ozge
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Park, Sangchul
1
Plein, Katrin
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Prashar, Sanjeev
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Quaiser, Benjamin
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Ring, Lawrence
1
Ro, Heejung
1
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Journal of the Academy of Marketing Science
Managing service quality : MSQ ; an international journal
Service business
SpringerLink / Bücher
Journal of business research : JBR
39
Journal of hospitality marketing & management
26
International journal of hospitality management
24
Journal of retailing and consumer services
21
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
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
Ilmenauer Schriften zur Betriebswirtschaftslehre
7
Journal of marketing
7
Journal of service research
7
Services marketing quarterly
7
Business horizons
5
Cogent business & management
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
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ECONIS (ZBW)
25
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1
Underscoring trainer's lack of effort or talent in service failure of personal fitness training : customers' negative word-of-mouth response
Park, Sangchul
;
Lee, Hyun-Woo
;
Nite, Calvin
- In:
Service business
17
(
2023
)
4
,
pp. 1025-1050
Persistent link: https://www.econbiz.de/10014504697
Saved in:
2
Do customers exhibit gratitude after service recovery? : understanding the moderating role of relationship type
Salagrama, Ramakrishna
;
Prashar, Sanjeev
;
Tata, Sai Vijay
- In:
Service business
15
(
2021
)
4
,
pp. 757-779
Persistent link: https://www.econbiz.de/10012794134
Saved in:
3
Overcompensation as a service recovery strategy : the financial aspect of customers' extra effort
Kenesei, Zsófia
;
Bali, Zsofia
- In:
Service business
14
(
2020
)
2
,
pp. 187-216
Persistent link: https://www.econbiz.de/10012304224
Saved in:
4
When pushing back is good : the effectiveness of brand responses to social media complaints
Johnen, Marius
;
Schnittka, Oliver
- In:
Journal of the Academy of Marketing Science
47
(
2019
)
5
,
pp. 858-878
Persistent link: https://www.econbiz.de/10012107337
Saved in:
5
How to explain service failure? : impacts of justifications
Chen, WeiWei
;
Lee, Hsiao-Ching
- In:
Service business
12
(
2018
)
2
,
pp. 331-356
Persistent link: https://www.econbiz.de/10011915060
Saved in:
6
How can firms stop customer revenge? : the effects of direct and indirect revenge on post-complaint responses
Grégoire, Yany
;
Ghadami, Fateme
;
Laporte, Sandra
; …
- In:
Journal of the Academy of Marketing Science
46
(
2018
)
6
,
pp. 1052-1071
Persistent link: https://www.econbiz.de/10011951624
Saved in:
7
Unveiling the recovery time zone of tolerance : when time matters in service recovery
Hogreve, Jens
;
Bilstein, Nicola
;
Mandl, Leonhard
- In:
Journal of the Academy of Marketing Science
45
(
2017
)
6
,
pp. 866-883
Persistent link: https://www.econbiz.de/10011779540
Saved in:
8
The role of other customers during self-service technology failure
Yi, Youjae
;
Kim, Seo Young
- In:
Service business
11
(
2017
)
4
,
pp. 695-715
Persistent link: https://www.econbiz.de/10011914936
Saved in:
9
The effect of organizational responses to service failures on customer satisfaction perception
Cheung, Fung Yi Millissa
;
To, W. M.
- In:
Service business
11
(
2017
)
4
,
pp. 767-784
Persistent link: https://www.econbiz.de/10011915006
Saved in:
10
Retourenmanagement im Online-Handel : Kundenverhalten beeinflussen und Kosten senken
Deges, Frank
-
2017
Das Problem hoher Retourenquoten im Online-Handel -- Retourengründe und Retournierverhalten der Kunden -- Präventives und reaktives Retourenmanagement -- Implikationen für die Ausgestaltung des Retourenmanagements im Unternehmen.
Persistent link: https://www.econbiz.de/10014020504
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