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~isPartOf:"Journal of the Academy of Marketing Science"
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Customer satisfaction
72
Kundenzufriedenheit
72
Beziehungsmarketing
51
Relationship marketing
51
Consumer behaviour
32
Dienstleistungsqualität
32
Konsumentenverhalten
32
Service quality
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Customer value
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Kundenwert
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Beschwerdemanagement
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Complaint management
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Service failure
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Services marketing
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Supplier relationship management
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Grégoire, Yany
5
Homburg, Christian
5
Kumar, V.
5
Morgan, Neil A.
3
Wieseke, Jan
3
Bitner, Mary Jo
2
Chan, Kimmy Wa
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Dong, Beibei
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Falk, Tomas
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Frow, Pennie
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Jarvis, Cheryl Burke
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Luo, Xueming
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Lusch, Robert F.
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Mithas, Sunil
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Myers, Matthew B.
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Raithel, Sascha
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Robinson, Stacey G.
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Schepers, Jeroen J. L.
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Stock-Homburg, Ruth
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Sénécal, Sylvain
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Zablah, Alex R.
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Aksoy, Lerzan
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1
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Journal of the Academy of Marketing Science
Journal of retailing and consumer services
468
Journal of business research : JBR
417
International journal of hospitality management
399
The journal of services marketing
227
The service industries journal
217
SpringerLink / Bücher
186
Tourism management : research, policies, practice
179
Total quality management & business excellence : an official journal of the European Society for Organisational Excellence
178
Journal of travel and tourism marketing
176
Journal of hospitality marketing & management
169
Industrial marketing management : the international journal for industrial and high-tech firms
162
International journal of contemporary hospitality management
160
Journal of service research : JSR
120
Services marketing quarterly
115
Cogent business & management
111
Journal of travel research : a quarterly publication of the Travel and Tourism Research Association
110
Service business
98
Journal of air transport management
95
Journal of hospitality & tourism research : JHTR ; the professional journal of the Council on Hotel, Restaurant, and Institutional Education
94
Journal of service management
94
Asia Pacific journal of marketing and logistics
93
Psychology & marketing
93
The TQM journal : the international review of organizational improvement
91
Journal of strategic marketing
86
Tourism management perspectives : TMP
86
Journal of marketing
85
The international journal of bank marketing : IJBM
77
International journal of productivity and quality management : IJPQM
76
European journal of marketing : EJM
75
International journal of services and operations management
74
Managing service quality : MSQ ; an international journal
71
The journal of business & industrial marketing
71
International journal of quality and service sciences
69
Journal of retailing
68
Total quality management & business excellence
67
Journal of marketing management : MM
64
Tourism analysis : an interdisciplinary tourism & hospitality journal
62
International journal of electronic customer relationship management : IJECRM
60
Journal of Asian finance, economics and business : JAFEB
60
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ECONIS (ZBW)
102
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1
Managing customer satisfaction after a product recall : the joint role of remedy, brand equity, and severity
Mafael, Alexander
;
Raithel, Sascha
;
Hock, Stefan J.
- In:
Journal of the Academy of Marketing Science
50
(
2022
)
1
,
pp. 174-194
Persistent link: https://www.econbiz.de/10012819750
Saved in:
2
A systematic review of brand transgression, service failure recovery and product-harm crisis : integration and guiding insights
Khamitov, Mansur
;
Grégoire, Yany
;
Suri, Anshu
- In:
Journal of the Academy of Marketing Science
48
(
2020
)
3
,
pp. 519-542
Persistent link: https://www.econbiz.de/10012290970
Saved in:
3
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:
4
Leveraging service recovery strategies to reduce customer churn in an emerging market
Borah, Sourav Bikash
;
Prakhya, Srinivas
;
Sharma, Amalesh
- In:
Journal of the Academy of Marketing Science
48
(
2020
)
5
,
pp. 848-868
Persistent link: https://www.econbiz.de/10012301271
Saved in:
5
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:
6
Designing satisfying service encounters : website versus store touchpoints
Bolton, Ruth N.
;
Gustafsson, Anders
;
Tarasi, Crina O.
; …
- In:
Journal of the Academy of Marketing Science
50
(
2022
)
1
,
pp. 85-107
Persistent link: https://www.econbiz.de/10012819742
Saved in:
7
Customer-focused voice and rule-breaking in the frontlines
Gazzoli, Gabriel
;
Chaker, Nawar N.
;
Zablah, Alex R.
; …
- In:
Journal of the Academy of Marketing Science
50
(
2022
)
2
,
pp. 388-409
Persistent link: https://www.econbiz.de/10012819765
Saved in:
8
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:
9
From franchisee experience to customer experience : their effects on franchisee performance
Gill, Pushpinder
;
Kim, Stephen K.
- In:
Journal of the Academy of Marketing Science
49
(
2021
)
6
,
pp. 1175-1200
Persistent link: https://www.econbiz.de/10012659712
Saved in:
10
A customer portfolio management model that relates company's marketing to its long-term survival
McAlister, Leigh
;
Sinha, Shameek
- In:
Journal of the Academy of Marketing Science
49
(
2021
)
3
,
pp. 584-600
Persistent link: https://www.econbiz.de/10012548067
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