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~isPartOf:"Managing service quality : MSQ ; an international journal"
~isPartOf:"Service business"
~isPartOf:"SpringerLink / Bücher"
~subject:"Beziehungsmarketing"
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Search: subject_exact:"Complaint management"
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Beziehungsmarketing
Beschwerdemanagement
46
Complaint management
46
Customer satisfaction
29
Dienstleistungsqualität
29
Kundenzufriedenheit
29
Service quality
29
Relationship marketing
21
Consumer behaviour
20
Konsumentenverhalten
20
Reklamation
14
Kundenmanagement
12
Customer service
9
Kundenservice
9
Service recovery
9
Justice
8
Gerechtigkeit
7
Emotion
5
Service failure
5
Beziehungsmanagement
4
Deutschland
4
Dienstleistungssektor
4
Germany
4
Selbstbedienung
4
Self-service
4
Servicepolitik
4
Viral marketing
4
Virales Marketing
4
Ethiopia
3
Kundenbindung
3
Mobile communications
3
Mobilkommunikation
3
Online retailing
3
Online-Handel
3
Satisfaction
3
Service industry
3
South Korea
3
Südkorea
3
Äthiopien
3
Business-to-Business-Marketing
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Van Vaerenbergh, Yves
3
Larivière, Bart
2
Melero-Polo, Iguácel
2
Bali, Zsofia
1
Brock, Christian
1
Cambra-Fierro, Jesus
1
Cambra-Fierro, Jesús
1
Chen, WeiWei
1
Cheng, Yu-chi
1
Chih, Wen-hai
1
Choi, Chang Hwan
1
Costers, Annelies
1
Davoud Nikbin
1
De Keyser, Arne
1
Gruber, Thorsten
1
Hsu, Li-chun
1
Ishak Ismail
1
Jeon, Aeeun
1
Kenesei, Zsófia
1
Kim, Min-su
1
Kim, Taegoo
1
Lee, Gyehee
1
Lee, Hsiao-Ching
1
Lee, Hyun-Woo
1
Lee, Jung-hyun
1
Lentz, Patrick
1
Link, Jörg
1
Malliga Marimuthu
1
Nite, Calvin
1
Paek, Soyon
1
Park, Sangchul
1
Prashar, Sanjeev
1
Ratajczak, Oliver
1
Roschk, Holger
1
Salagrama, Ramakrishna
1
Seidl, Franziska
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Sese, Javier
1
Sesé, F. Javier
1
Stempfle, Doris
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Stempfle, Lothar
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Managing service quality : MSQ ; an international journal
Service business
SpringerLink / Bücher
Journal of business research : JBR
38
Journal of retailing and consumer services
26
International journal of hospitality management
25
The journal of services marketing
19
The service industries journal
15
Journal of hospitality marketing & management
13
International journal of contemporary hospitality management
11
Journal of service research : JSR
11
Journal of service research
10
Services marketing quarterly
9
Journal of the Academy of Marketing Science
8
Journal of marketing
7
Marketing letters : a journal of research in marketing
7
Tourism management : research, policies, practice
7
Business horizons
6
International journal of production economics
6
Journal of retailing
6
Marketing intelligence & planning
6
Psychology & marketing
6
Cogent business & management
5
Journal of consumer marketing
5
Journal of hospitality & tourism research : JHTR ; the professional journal of the Council on Hotel, Restaurant, and Institutional Education
5
Journal of marketing management : MM
5
Journal of service theory and practice
5
Journal of travel and tourism marketing
5
Asia-Pacific journal of business administration
4
European journal of marketing : EJM
4
International journal of business and economics
4
International journal of consumer studies
4
International journal of quality and service sciences
4
International journal of services and operations management
4
Journal of service management
4
Journal of strategic marketing
4
Reihe: Wissenschaftliche Arbeitspapiere / W / Institut für Marktorientierte Unternehmensführung, Universität Mannheim
4
Total quality management & business excellence
4
Total quality management & business excellence : an official journal of the European Society for Organisational Excellence
4
Working papers / Institut für Wirtschaftsinformatik der Universität Bern
4
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ECONIS (ZBW)
21
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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
How to boost frontline employee service recovery performance : the role of cultural intelligence
Costers, Annelies
;
Van Vaerenbergh, Yves
;
Van den …
- In:
Service business
13
(
2019
)
3
,
pp. 581-602
Persistent link: https://www.econbiz.de/10012124374
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
Can complaint-handling efforts promote customer engagement?
Cambra-Fierro, Jesús
;
Melero-Polo, Iguácel
;
Sesé, F. …
- In:
Service business
10
(
2016
)
4
,
pp. 847-866
Persistent link: https://www.econbiz.de/10011722441
Saved in:
7
Does the nature of the relationship really matter? : an analysis of the roles of loyalty and involvement in service recovery processes
Cambra-Fierro, Jesus
;
Melero-Polo, Iguácel
;
Sese, Javier
- In:
Service business
9
(
2015
)
2
,
pp. 297-320
Persistent link: https://www.econbiz.de/10011384271
Saved in:
8
Customer intentions to ivoke service guarantees : do excellence in service recovery, type of guarantee and cultural orientation matter?
Van Vaerenbergh, Yves
;
De Keyser, Arne
;
Larivière, Bart
- In:
Managing service quality : MSQ ; an international journal
24
(
2014
)
1
,
pp. 45-62
Persistent link: https://www.econbiz.de/10010252064
Saved in:
9
Does relationship matter? : customers' response to service failure
Tsai, Chia-ching
;
Yang, Yung-kai
;
Cheng, Yu-chi
- In:
Managing service quality : MSQ ; an international journal
24
(
2014
)
2
,
pp. 139-159
Persistent link: https://www.econbiz.de/10010254024
Saved in:
10
Retaining customers after service failure recoveries : a contingency model
Wang, Kai-yu
;
Hsu, Li-chun
;
Chih, Wen-hai
- In:
Managing service quality : MSQ ; an international journal
24
(
2014
)
4
,
pp. 318-338
Persistent link: https://www.econbiz.de/10010389695
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