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Search: subject:"Beschwerdemanagement"
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Beschwerdemanagement
43
Complaint management
43
Dienstleistungsqualität
30
Service quality
30
Customer satisfaction
27
Kundenzufriedenheit
27
Consumer behaviour
20
Konsumentenverhalten
20
Beziehungsmarketing
19
Relationship marketing
19
Customer service
15
Kundenservice
15
Service recovery
8
Service failure
7
USA
6
United States
6
Dienstleistungssektor
4
Emotion
4
Selbstbedienung
4
Self-service
4
Service failures
4
Service industry
4
Dienstleistungsmarketing
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Self-service technology
3
Services marketing
3
Social Web
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Social web
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Airline
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Customer experience
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Customer forgiveness
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Dienstleistung
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Dienstleistungsmanagement
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Ethnic group
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Ethnische Gruppe
2
Fluggesellschaft
2
Gastronomie
2
Gerechtigkeit
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Hotel industry
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Hotellerie
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Justice
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English
43
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Mattila, Anna S.
3
Hoffman, K. Douglas
2
Matos, Celso Augusto de
2
Svari, Sander
2
Svensson, Göran
2
Abney, Alexandra K.
1
Allred, Chad R.
1
Ashill, Nicholas J.
1
Baker, Thomas
1
Bambauer-Sachse, Silke
1
Barone, Ada Maria
1
Beatty, Sharon E.
1
Bedi, Akanksha
1
Bejou, David
1
Berenguer ContrÃ, Gloria
1
Bone, Paula Fitzgerald
1
Bradley, Graham
1
Brady, Michael K.
1
Breazeale, Michael
1
Carruthers, Janet
1
Cesmeci, Caner
1
Chelminski, Piotr
1
Choi, Beom Joon
1
Chou, En-Yi
1
Chung-Herrera, Beth G.
1
Collier, Joel E.
1
Comai, Alessandro
1
Cook, Laurel Aynne
1
Coulter, Robin A.
1
Cowart, Kelly O.
1
De Meyer, Christine F.
1
Donato, Carmela
1
Edvardsson, Bo
1
Fan, Alei
1
Ford, Toni-Rochelle S.
1
Fuentes Blasco, MarÃa
1
Gil Saura, Irene
1
Gonzalez, Gabriel R.
1
Harrison-Walker, L. Jean
1
Henrique, Jorge Luiz
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The journal of services marketing
Journal of business research : JBR
72
International journal of hospitality management
55
Journal of retailing and consumer services
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
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)
43
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1
Call it robot : anthropomorphic framing and failure of self-service technologies
Barone, Ada Maria
;
Stagno, Emanuela
;
Donato, Carmela
- In:
The journal of services marketing
38
(
2024
)
3
,
pp. 272-287
Persistent link: https://www.econbiz.de/10014515617
Saved in:
2
Service mega-disruptions : a conceptual model and research agenda
Vredenburg, Jessica
;
Kapitan, Sommer
;
Jang, Sharon
- In:
The journal of services marketing
38
(
2024
)
1
,
pp. 131-144
Persistent link: https://www.econbiz.de/10014473598
Saved in:
3
Virtually present others and their influence on complainants' follow-ups and firm response
Rios, Rosa E.
;
Riquelme, Hernan E.
;
Comai, Alessandro
- In:
The journal of services marketing
37
(
2023
)
8
,
pp. 989-1003
Persistent link: https://www.econbiz.de/10014333589
Saved in:
4
Keep fighting or give up? : an investigation of consumer regret over repetitive failures in weight loss services
Liu, Yi-Fen
;
Ling, I-Ling
- In:
The journal of services marketing
36
(
2022
)
1
,
pp. 29-43
Persistent link: https://www.econbiz.de/10012798380
Saved in:
5
Consumer effort in service encounters : the overlooked impact of surface acting
Cook, Laurel Aynne
;
Bone, Paula Fitzgerald
;
Sadeghein, Raika
- In:
The journal of services marketing
36
(
2022
)
2
,
pp. 297-309
Persistent link: https://www.econbiz.de/10013407489
Saved in:
6
Customer responses to service failures on social media
Varnali, Kaan
;
Cesmeci, Caner
- In:
The journal of services marketing
36
(
2022
)
5
,
pp. 691-709
Persistent link: https://www.econbiz.de/10013407589
Saved in:
7
Investigating the role of customer forgiveness following a double deviation
Lin, Cheng-Yu
;
Chou, En-Yi
- In:
The journal of services marketing
36
(
2022
)
8
,
pp. 1042-1057
Persistent link: https://www.econbiz.de/10013410768
Saved in:
8
Giving back the "self" in self service : customer preferences in self-service failure recovery
Collier, Joel E.
;
Breazeale, Michael
;
White, Allyn
- In:
The journal of services marketing
31
(
2017
)
6
,
pp. 604-617
Persistent link: https://www.econbiz.de/10011801633
Saved in:
9
#IHateYourBrand: adaptive service recovery strategies on Twitter
Abney, Alexandra K.
;
Pelletier, Mark J.
;
Ford, …
- In:
The journal of services marketing
31
(
2017
)
3
,
pp. 281-294
Persistent link: https://www.econbiz.de/10011741259
Saved in:
10
Employee revenge against uncivil customers
Bedi, Akanksha
;
Schat, Aaron C. H.
- In:
The journal of services marketing
31
(
2017
)
6
,
pp. 636-649
Persistent link: https://www.econbiz.de/10011801639
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