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~person:"Angerer, Thomas"
~person:"Baker, Melissa A."
~person:"Larivière, Bart"
~person:"Shin, Hyunju"
~subject:"Beziehungsmarketing"
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Search: subject_exact:"Returns management"
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| 5 applied filters
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Subject
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Beziehungsmarketing
Customer service
19
Kundenservice
19
Customer satisfaction
15
Kundenzufriedenheit
15
Relationship marketing
15
Dienstleistungsqualität
13
Service quality
13
Beschwerdemanagement
11
Complaint management
11
Consumer behaviour
7
Konsumentenverhalten
7
Service recovery
4
service failure
4
service recovery
4
Service failure
3
Ethiopia
2
Garantie
2
Mobile communications
2
Mobilkommunikation
2
USA
2
United States
2
Warranty
2
other customer
2
Äthiopien
2
Arbeitskräfte
1
Arbeitsverhalten
1
Artificial intelligence
1
Automotive services industry
1
Beziehungsmanagement
1
Brand image
1
Business performance
1
Compensation
1
Complaint satisfaction
1
Computer mediated communication
1
Computerunterstützte Kommunikation
1
Cultural identity
1
Cultural orientation
1
Customer citizenship behavior
1
Customer engagement
1
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Undetermined
9
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Article
14
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1
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14
Aufsatz in Zeitschrift
14
Hochschulschrift
1
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1
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English
12
German
3
Author
All
Angerer, Thomas
Baker, Melissa A.
Larivière, Bart
Shin, Hyunju
Stauss, Bernd
10
Hinterhuber, Hans H.
8
Barnes, Donald C.
7
Gustafsson, Anders
7
Helmke, Stefan
7
Beatty, Sharon E.
6
Van Vaerenbergh, Yves
6
Walsh, Gianfranco
6
Collier, Joel E.
5
Lucas, Robert W.
5
Bruhn, Manfred
4
Dagger, Tracey S.
4
Dangelmaier, Wilhelm
4
Georgiev, Marin
4
Mattila, Anna S.
4
Matzler, Kurt
4
Piccoli, Gabriele
4
Seidel, Wolfgang
4
Sirianni, Nancy J.
4
Terziev, Venelin
4
Bell, Chip R.
3
Brown, Tom
3
Büttgen, Marion
3
Chaker, Nawar N.
3
Cheung, Fung Yi Millissa
3
Chiguvi, Douglas
3
Coenen, Christian
3
Edvardsson, Bo
3
Ferraro, Carla
3
Flavián Blanco, Carlos
3
Frei, Frances X.
3
Futrell, Charles M.
3
Gazzoli, Gabriel
3
Goodman, John A.
3
Gouthier, Matthias H. J.
3
Gremler, Dwayne D.
3
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Published in...
All
Journal of business research : JBR
2
Journal of hospitality & tourism research : JHTR ; the professional journal of the Council on Hotel, Restaurant, and Institutional Education
2
Managing service quality : MSQ ; an international journal
2
European journal of marketing
1
Gabler Edition Wissenschaft
1
Gabler Edition Wissenschaft / Forschungsberichte aus der Grazer Management Werkstatt
1
International journal of research in marketing : IJRM ; official journal of the European Marketing Academy
1
Jahrbuch der Absatz- und Verbrauchsforschung
1
Journal of hospitality marketing & management
1
Journal of retailing and consumer services
1
Marketing : ZFP ; journal of research and management
1
Services marketing quarterly
1
The journal of services marketing
1
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ECONIS (ZBW)
15
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1
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10
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15
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date (oldest first)
1
Measuring the intention-behavior gap in service failure and recovery : the moderating roles of failure severity and service recovery satisfaction
Mesquita, José Marcos Carvalho de
;
Shin, Hyunju
; …
- In:
European journal of marketing
57
(
2023
)
7
,
pp. 1826-1853
Persistent link: https://www.econbiz.de/10014342175
Saved in:
2
The smarter, the better?! : customer well-being, engagement, and perceptions in smart service systems
Henkens, Bieke
;
Verleye, Katrien
;
Larivière, Bart
- In:
International journal of research in marketing : IJRM ; …
38
(
2021
)
2
,
pp. 425-447
Persistent link: https://www.econbiz.de/10012591054
Saved in:
3
Customers' reactions to other customer caused service failures : the effects of tie strength on customer loyalty
Kim, Youngsun Sean
;
Baker, Melissa A.
- In:
Journal of hospitality marketing & management
29
(
2020
)
6
,
pp. 682-701
Persistent link: https://www.econbiz.de/10012256164
Saved in:
4
Paying it forward : the influence of other customer service recovery on future co-creation
Kim, Kawon
;
Baker, Melissa A.
- In:
Journal of business research : JBR
121
(
2020
),
pp. 604-615
Persistent link: https://www.econbiz.de/10012417381
Saved in:
5
How the employee looks and looks at you : building customer-employee rapport
Kim, Kawon Kathy
;
Baker, Melissa A.
- In:
Journal of hospitality & tourism research : JHTR ; the …
43
(
2019
)
1
,
pp. 20-40
Persistent link: https://www.econbiz.de/10011997127
Saved in:
6
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:
7
Other customer service failures : emotions, impacts, and attributions
Baker, Melissa A.
;
Kim, Kawon Kathy
- In:
Journal of hospitality & tourism research : JHTR ; the …
42
(
2018
)
7
,
pp. 1067-1085
Persistent link: https://www.econbiz.de/10011922297
Saved in:
8
"Service Encounter 2.0" : an investigation into the roles of technology, employees and customers
Larivière, Bart
;
Bowen, David E.
;
Andreassen, Tor W.
; …
- In:
Journal of business research : JBR
79
(
2017
),
pp. 238-246
Persistent link: https://www.econbiz.de/10011745302
Saved in:
9
The effects of harm directions and service recovery strategies on customer forgiveness and negative word-of-mouth intentions
Casidy, Riza
;
Shin, Hyunju
- In:
Journal of retailing and consumer services
27
(
2015
),
pp. 103-112
Persistent link: https://www.econbiz.de/10011388094
Saved in:
10
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:
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