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~isPartOf:"The service industries journal"
~subject:"Beschwerdemanagement"
~subject:"Complaint management"
~subject:"Retail trade"
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Beschwerdemanagement
Complaint management
Retail trade
Customer satisfaction
172
Kundenzufriedenheit
172
Dienstleistungsqualität
100
Service quality
100
Beziehungsmarketing
62
Relationship marketing
62
Consumer behaviour
50
Konsumentenverhalten
50
customer satisfaction
20
Dienstleistungssektor
15
Service industry
15
Taiwan
15
Customer service
14
Kundenservice
14
service quality
14
customer loyalty
13
Emotion
12
Dienstleistung
11
Holiday behaviour
11
Services
11
Urlaubsverhalten
11
Quality management
10
Qualitätsmanagement
10
Customer integration
9
Kundenintegration
9
Measurement
9
Messung
9
Performance measurement
9
Performance-Messung
9
Structural equation model
9
Strukturgleichungsmodell
9
Tourism
9
Tourismus
9
E-commerce
8
Electronic Commerce
8
Online retailing
8
Online-Handel
8
Tourism industry
8
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English
20
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Malhotra, Neeru
2
Archer-Brown, Chris
1
Ashill, Nicholas
1
Blázquez-Resino, Juán José
1
Cai, Ruiying
1
Cantor, Victor John M.
1
Chang, Chai-jung
1
Chen, Hsi-Tien
1
Chen, Li-Fei
1
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1
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1
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1
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1
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1
Dubinsky, Alan J.
1
Edvardsson, Bo
1
Foster, Carley
1
Ha, Sejin
1
Hernandez-Calderon, Araceli
1
Homayounfard, Amir
1
Hsiao, Yu-Hsiang
1
Hsu, Li-chun
1
Huang, Bo
1
Huang, W. Y.
1
Iglesias Argu͏̈elles, Víctor
1
Im, Hyunjoo
1
Kim, Jiyoung
1
Lages, Cristiana R.
1
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1
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1
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1
Matos, Celso Augusto de
1
Min, Jihye
1
Mukherjee, Avinandan
1
Philp, Matthew
1
Piercy, Niall
1
Pino, Giovanni
1
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Published in...
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The service industries journal
Journal of retailing and consumer services
115
Journal of business research : JBR
63
The journal of services marketing
39
International journal of hospitality management
34
Service business
26
Journal of hospitality marketing & management
21
Journal of retailing
21
Journal of service research : JSR
19
The international review of retail, distribution and consumer research
19
Journal of service management
18
Psychology & marketing
17
International journal of retail & distribution management
16
International journal of retail and distribution management
15
Journal of strategic marketing
15
International journal of contemporary hospitality management
14
Journal of the Academy of Marketing Science
14
Cogent business & management
13
European journal of marketing : EJM
12
Marketing letters : a journal of research in marketing
12
International journal of electronic marketing and retailing : IJEMR
11
International journal of quality and service sciences
10
Journal of service theory and practice
10
Managing service quality : MSQ ; an international journal
10
Journal of marketing management : MM
9
Services marketing quarterly
9
Journal of air transport management
8
Journal of hospitality & tourism research : JHTR ; the professional journal of the Council on Hotel, Restaurant, and Institutional Education
8
Journal of service research
8
Marketing intelligence & planning
8
Total quality management & business excellence : an official journal of the European Society for Organisational Excellence
8
Asia Pacific journal of marketing and logistics
7
Australasian marketing journal
7
Business horizons
7
Ilmenauer Schriften zur Betriebswirtschaftslehre
7
International journal of Indian culture and business management
7
Journal of service theory and practice : JSTP
7
Journal of travel and tourism marketing
7
SpringerLink / Bücher
7
International journal of consumer studies
6
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ECONIS (ZBW)
20
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11
Recovering service failure through resource integration
Xu, Yingzi
;
Tronvoll, Bård
;
Edvardsson, Bo
- In:
The service industries journal
34
(
2014
)
16
,
pp. 1253-1271
Persistent link: https://www.econbiz.de/10010492121
Saved in:
12
Service worker appearance and the retail service encounter : the influence of gender and age
Foster, Carley
;
Resnick, Sheilagh
- In:
The service industries journal
33
(
2013
)
2
,
pp. 236-247
Persistent link: https://www.econbiz.de/10009702909
Saved in:
13
Service failure and recovery in using technology-based self-service : effects on user attributions and satisfaction
Dabholkar, Pratibha A.
;
Spaid, Brian I.
- In:
The service industries journal
32
(
2012
)
9
,
pp. 1415-1432
Persistent link: https://www.econbiz.de/10009579525
Saved in:
14
From disconfirmation to switching : an empirical investigation of switching intentions after service failure and recovery
Chih, Wen-hai
;
Wang, Kai-yu
;
Hsu, Li-chun
;
Cheng, I-shin
- In:
The service industries journal
32
(
2012
)
8
,
pp. 1305-1321
Persistent link: https://www.econbiz.de/10009553148
Saved in:
15
The effect of service failure types and service recovery on
customer
satisfaction
: a mental accounting perspective
Chuang, Shih-chieh
;
Cheng, Yin-hui
;
Chang, Chai-jung
; …
- In:
The service industries journal
32
(
2012
)
1/2
,
pp. 257-271
Persistent link: https://www.econbiz.de/10009427682
Saved in:
16
Service recovery, satisfaction and behaviour intentions : analysis of compensation and social comparison communication strategies
Vázquez Casielles, Rodolfo
;
Iglesias Argu͏̈elles, Víctor
- In:
The service industries journal
32
(
2012
)
1/2
,
pp. 83-103
Persistent link: https://www.econbiz.de/10009427705
Saved in:
17
Behavioural responses to service encounter involving failure and recovery : the influence of contextual factors
Matos, Celso Augusto de
;
Vieira, Valter Afonso
;
Veiga, …
- In:
The service industries journal
32
(
2012
)
14
,
pp. 2203-2217
Persistent link: https://www.econbiz.de/10009620211
Saved in:
18
An exploration of the cognitive-affective model of satisfaction in a shopping context : a test of competing models
Im, Hyunjoo
;
Ha, Sejin
- In:
The service industries journal
31
(
2011
)
13/14
,
pp. 2273-2288
Persistent link: https://www.econbiz.de/10009298999
Saved in:
19
Exploration of lead factors affecting service recovery
Lin, Wen-bao
- In:
The service industries journal
29
(
2009
)
11/12
,
pp. 1529-1546
Persistent link: https://www.econbiz.de/10003928492
Saved in:
20
Power perceptions and modes of complaining in higher education
Mukherjee, Avinandan
;
Pinto, Mary Beth
;
Malhotra, Neeru
- In:
The service industries journal
29
(
2009
)
11/12
,
pp. 1615-1633
Persistent link: https://www.econbiz.de/10003928547
Saved in:
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