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~person:"Ali, Faizan"
~person:"Edvardsson, Bo"
~person:"Klaus, Philipp"
~person:"Wong, IpKin Anthony"
~subject:"Complaint management"
~subject:"Customer satisfaction"
~subject:"United Kingdom"
~type:"article"
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Search: subject_exact:"Mystery shopping"
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Complaint management
Customer satisfaction
United Kingdom
Dienstleistungsqualität
68
Service quality
68
Kundenzufriedenheit
43
Consumer behaviour
33
Konsumentenverhalten
33
Beziehungsmarketing
29
Relationship marketing
29
Customer experience
11
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9
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Markenführung
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47
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Ali, Faizan
Edvardsson, Bo
Klaus, Philipp
Wong, IpKin Anthony
Han, Heesup
34
Mattila, Anna S.
30
Prentice, Catherine
23
Prybutok, Victor R.
21
Sharma, Piyush
18
McColl-Kennedy, Janet R.
16
Balaji, M. S.
14
Shahin, Arash
14
Söderlund, Magnus
14
Grégoire, Yany
13
Bilgihan, Anil
12
Gustafsson, Anders
12
Jang, Soocheong
12
Sparks, Beverley
12
Van Vaerenbergh, Yves
11
Amin, Muslim
10
Guchait, Priyanko
10
Hyun, Sunghyup Sean
10
Ladhari, Riadh
10
Quach, Sara
10
Ro, Heejung
10
Roy, Sanjit
10
Sreejesh, S.
10
Su, LuJun
10
Torres, Edwin N.
10
Gong, Taeshik
9
Hsu, Cathy H. C.
9
Hsu, Maxwell K.
9
Izogo, Ernest Emeka
9
Miao, Li
9
Patterson, Paul G.
9
Qin, Hong
9
Svensson, Göran
9
Wu, Luorong
9
Xu, Xun
9
Akroush, Mamoun N.
8
Bujisic, Milos
8
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International journal of hospitality management
9
Journal of business research : JBR
5
The journal of services marketing
4
Journal of hospitality marketing & management
3
Journal of service management
3
International journal of contemporary hospitality management
2
International journal of quality and service sciences
2
Journal of hospitality & tourism research : JHTR ; the professional journal of the Council on Hotel, Restaurant, and Institutional Education
2
Journal of travel and tourism marketing
2
Managing service quality : MSQ ; an international journal
2
International journal of market research
1
International journal of quality & reliability management
1
Journal for global business advancement : JGBA
1
Journal of retailing and consumer services
1
Journal of service research
1
Journal of travel research : a quarterly publication of the Travel and Tourism Research Association
1
Marketing intelligence & planning
1
Marketing letters : a journal of research in marketing
1
Service Excellence als Impulsgeber : Strategien - Management - Innovationen - Branchen ; Bernd Stauss zum 60. Geburtstag
1
The international journal of bank marketing : IJBM
1
The service industries journal
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Young consumers : insight and ideas for responsible marketers
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ECONIS (ZBW)
47
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1
Money for nothing : the impact of compensation on customers' bad-mouthing in service recovery encounters
Arsenovic, Jasenko
;
Edvardsson, Bo
;
Otterbring, Tobias
; …
- In:
Marketing letters : a journal of research in marketing
34
(
2023
)
1
,
pp. 69-82
Persistent link: https://www.econbiz.de/10014265992
Saved in:
2
Would you forgive me? : from perceived justice and complaint handling to customer forgiveness and brand credibility-symmetrical and asymmetrical perspectives
Ali, Faizan
;
El-Manstrly, Dahlia
;
Ghazanfar Ali Abbasi
- In:
Journal of business research : JBR
166
(
2023
),
pp. 1-15
Persistent link: https://www.econbiz.de/10014368203
Saved in:
3
The Hijabi servers : customers' perception of employees' physical appearance in restaurants
Sonmez, Damla
;
Ali, Faizan
;
Wildes, Vivienne
; …
- In:
International journal of hospitality management
114
(
2023
),
pp. 1-11
Persistent link: https://www.econbiz.de/10014439972
Saved in:
4
Service attribute prioritization based on the marginal utility of attribute performance
Pan, Mengqiang
;
Li, Nao
;
Law, Chun Hung Roberts
;
Huang, …
- In:
International journal of hospitality management
114
(
2023
),
pp. 1-12
Persistent link: https://www.econbiz.de/10014440006
Saved in:
5
Where is customer experience (CX) research heading? : a personal commentary
Klaus, Philipp
- In:
The journal of services marketing
37
(
2023
)
6
,
pp. 700-705
Persistent link: https://www.econbiz.de/10014314392
Saved in:
6
The role of customer experience in the perceived value-word-of-mouth relationship
Kuppelwieser, Volker
;
Klaus, Philipp
;
Manthiou, Aikaterini
- In:
The journal of services marketing
36
(
2022
)
3
,
pp. 364-378
Persistent link: https://www.econbiz.de/10013407509
Saved in:
7
Transformative hospitality services : a conceptualization and development of organizational dimensions
Gallan, Andrew S.
;
Kabadayi, Sertan
;
Ali, Faizan
; …
- In:
Journal of business research : JBR
134
(
2021
),
pp. 171-183
Persistent link: https://www.econbiz.de/10012643724
Saved in:
8
Justice (is not the same) for all : the role of relationship activity for post-recovery outcomes
Arsenovic, Jasenko
;
De Keyser, Arne
;
Edvardsson, Bo
; …
- In:
Journal of business research : JBR
134
(
2021
),
pp. 342-351
Persistent link: https://www.econbiz.de/10012643777
Saved in:
9
Measuring customer experience quality : the EXQ scale revisited
Kuppelwieser, Volker
;
Klaus, Philipp
- In:
Journal of business research : JBR
126
(
2021
),
pp. 624-633
Persistent link: https://www.econbiz.de/10012494329
Saved in:
10
Severe service failures and online vindictive word of mouth : the effect of coping strategies
El-Manstrly, Dahlia
;
Ali, Faizan
;
Line, Nathaniel D.
- In:
International journal of hospitality management
95
(
2021
),
pp. 1-8
Persistent link: https://www.econbiz.de/10012547720
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