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~isPartOf:"Services marketing quarterly"
~isPartOf:"Total quality management & business excellence : an official journal of the European Society for Organisational Excellence"
~subject:"Costs"
~subject:"Konsumentenverhalten"
~subject:"Kundenservice"
~subject:"Statistische Qualitätskontrolle"
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Costs
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20
Complaint management
20
Dienstleistungsqualität
15
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15
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13
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Services marketing quarterly
Total quality management & business excellence : an official journal of the European Society for Organisational Excellence
Journal of business research : JBR
48
International journal of hospitality management
32
The journal of services marketing
29
Journal of retailing and consumer services
27
Journal of hospitality marketing & management
26
Journal of service research : JSR
20
Psychology & marketing
14
European journal of marketing : EJM
13
International journal of contemporary hospitality management
13
Service business
12
The service industries journal
12
Journal of retailing
11
Journal of service management
11
Managing service quality : MSQ ; an international journal
10
Marketing letters : a journal of research in marketing
10
Ilmenauer Schriften zur Betriebswirtschaftslehre
9
International journal of consumer studies
9
Journal of hospitality & tourism research : JHTR ; the professional journal of the Council on Hotel, Restaurant, and Institutional Education
9
Journal of service theory and practice
9
Journal of marketing
8
Journal of service research
8
Journal of the Academy of Marketing Science
8
Business horizons
6
International journal of quality and service sciences
6
Journal of service theory and practice : JSTP
6
Journal of travel and tourism marketing
6
Cogent business & management
5
International journal of production economics
5
International journal of services and operations management
5
Journal of marketing management : MM
5
Marketing intelligence & planning
5
Marketing science : the marketing journal of the Institute for Operations Research and the Management Sciences
5
Asia Pacific journal of marketing and logistics
4
Gabler Edition Wissenschaft
4
International journal of operations & production management : IJOPM ; the official journal of the European Operations Management Association, EUROMA
4
International journal of services, economics and management
4
Journal of air transport management
4
Journal of consumer behaviour : an international research review
4
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ECONIS (ZBW)
12
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date (oldest first)
1
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:
2
Service recovery, justice perception, and forgiveness : the "other customers" perspectives
Shin, Hyunju
;
Casidy, Riza
;
Mattila, Anna S.
- In:
Services marketing quarterly
39
(
2018
)
1
,
pp. 1-21
Persistent link: https://www.econbiz.de/10011804112
Saved in:
3
Scoring more after service failures : why do customers overclaim?
Khantimirov, Denis
- In:
Services marketing quarterly
39
(
2018
)
2
,
pp. 124-139
Persistent link: https://www.econbiz.de/10011859504
Saved in:
4
Development of a quantification model for the cost of loss of image with customer complaints
Sansalvador, Manuel E.
;
Brotons, José M.
- In:
Total quality management & business excellence : an …
29
(
2018
)
14
,
pp. 1633-1647
Persistent link: https://www.econbiz.de/10011962117
Saved in:
5
Receiving, recording, and responding to customer complaints : the effects of formalizing customer complaint handling policies in retail firms
Shooshtari, Nader H.
;
Stan, Simona
;
Clouse, Shawn F.
- In:
Services marketing quarterly
39
(
2018
)
3
,
pp. 225-239
Persistent link: https://www.econbiz.de/10011940195
Saved in:
6
The influence of customer participation on service failure perceptions
Koc, Erdogan
;
Ulukoy, Metin
;
Kilic, Recep
;
Yumusak, Sedat
; …
- In:
Total quality management & business excellence : an …
28
(
2017
)
3/4
,
pp. 390-404
Persistent link: https://www.econbiz.de/10011723681
Saved in:
7
Compensatory solution : can it save a company from a service failure?
Tran, Trang P.
;
Roswinanto, Widyarso
;
Yunus, Erlinda Nusron
- In:
Services marketing quarterly
37
(
2016
)
2
,
pp. 80-97
Persistent link: https://www.econbiz.de/10011486830
Saved in:
8
Developing control charts in monitoring service quality based on the number of customer complaints
Chen, Kuen-Suan
;
Chang, Tsang-Chuan
;
Wang, Kung-Jeng
; …
- In:
Total quality management & business excellence : an …
26
(
2015
)
5/6
,
pp. 675-689
Persistent link: https://www.econbiz.de/10011305614
Saved in:
9
Silent voices : nonbehavioral reactions to service failures
Ro, Heejung
;
Mattila, Anna S.
- In:
Services marketing quarterly
36
(
2015
)
2
,
pp. 95-111
Persistent link: https://www.econbiz.de/10011290006
Saved in:
10
The revitalising effect of ISO 9001 on dissatisfied customers
Petnji Yaya, Luc Honore
;
Marimon, Frederic
;
Casadesús, …
- In:
Total quality management & business excellence : an …
25
(
2014
)
8
,
pp. 856-864
Persistent link: https://www.econbiz.de/10010393804
Saved in:
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