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~person:"Baker, Melissa A."
~person:"Prybutok, Gayle"
~person:"Roschk, Holger"
~subject:"Complaint management"
~type_genre:"Aufsatz in Zeitschrift"
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Search: subject:"Customer satisfaction"
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Complaint management
Customer satisfaction
17
Kundenzufriedenheit
17
Beschwerdemanagement
12
Beziehungsmarketing
12
Relationship marketing
12
Dienstleistungsqualität
11
Service quality
11
Consumer behaviour
9
Konsumentenverhalten
9
Customer service
5
Kundenservice
5
service failure
4
Ethiopia
3
Gerechtigkeit
3
Justice
3
Meta-Analyse
3
Meta-analysis
3
PLS-SEM
3
Perception
3
Wahrnehmung
3
service recovery
3
Äthiopien
3
Experiment
2
Gastronomie
2
Measurement
2
Messung
2
Restaurant industry
2
Viral marketing
2
Virales Marketing
2
expectation disconfirmation theory
2
other customer
2
perception of justice
2
restaurant industry
2
Age group
1
Altersgruppe
1
Apology
1
Arbeitsverhalten
1
Aromastoff
1
Boardman soft systems methodology
1
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Undetermined
7
Free
1
Type of publication
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Article
12
Type of publication (narrower categories)
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Aufsatz in Zeitschrift
Article in journal
12
Graue Literatur
3
Non-commercial literature
3
Hochschulschrift
2
Thesis
1
Language
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English
12
Author
All
Baker, Melissa A.
Prybutok, Gayle
Roschk, Holger
Grégoire, Yany
12
Mattila, Anna S.
12
Jang, Soocheong
8
Van Vaerenbergh, Yves
8
Guchait, Priyanko
7
Vázquez Casielles, Rodolfo
7
Gelbrich, Katja
6
Sparks, Beverley
6
Balaji, M. S.
5
Chebat, Jean-Charles
5
Harun, Ahasan
5
MacQuilken, Lisa
5
Shin, Hyunju
5
Sreejesh, S.
5
Tronvoll, Bård
5
Weber, Karin
5
Cai, Ruiying
4
Casidy, Riza
4
Edvardsson, Bo
4
Gruber, Thorsten
4
Hsu, Cathy H. C.
4
Iglesias Argu͏̈elles, Víctor
4
Larivière, Bart
4
Matos, Celso Augusto de
4
Nikbin, Davoud
4
Prybutok, Victor R.
4
Robertson, Nichola
4
Svensson, Göran
4
Tripp, Thomas M.
4
Varela Neira, Concepción
4
Bacile, Todd J.
3
Beatty, Sharon E.
3
Brady, Michael K.
3
Béal, Mathieu
3
Cambra-Fierro, Jesús
3
Cusin, Julien
3
Ding Hooi Ting
3
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Journal of retailing and consumer services
2
Marketing letters : a journal of research in marketing
2
Quality management journal : QMJ
2
International journal of services and standards
1
Journal of business research : JBR
1
Journal of hospitality & tourism research : JHTR ; the professional journal of the Council on Hotel, Restaurant, and Institutional Education
1
Journal of hospitality marketing & management
1
Journal of service research : JSR
1
Journal of travel research : a quarterly publication of the Travel and Tourism Research Association
1
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ECONIS (ZBW)
12
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10
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12
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1
Bad intentions : customers' negative reactions to intentional failures and mitigating conditions
Nazifi, Amin
;
Roschk, Holger
;
Ordenes, Francisco Villarroel
- In:
Journal of travel research : a quarterly publication of …
61
(
2022
)
8
,
pp. 1808-1827
Persistent link: https://www.econbiz.de/10013391013
Saved in:
2
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:
3
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:
4
Exploring the service recovery landscape through the lens of a systemigram
Harun, Ahasan
;
Prybutok, Gayle
;
Prybutok, Victor R.
- In:
International journal of services and standards
12
(
2018
)
3/4
,
pp. 347-373
Persistent link: https://www.econbiz.de/10012106534
Saved in:
5
Influencing perception of justice to leverage behavioral outcome : a perspective from restaurant service failure setting
Harun, Ahasan
;
Rokonuzzaman, Md.
;
Prybutok, Gayle
; …
- In:
Quality management journal : QMJ
25
(
2018
)
3
,
pp. 112-128
Persistent link: https://www.econbiz.de/10011976334
Saved in:
6
How to influence consumer mindset : a perspective from service recovery
Harun, Ahasan
;
Rokonuzzaman, Md
;
Prybutok, Gayle
; …
- In:
Journal of retailing and consumer services
42
(
2018
),
pp. 65-77
Persistent link: https://www.econbiz.de/10011826039
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
Influencing perception of justice to leverage behavioral outcome : a perspective from restaurant service failure setting
Harun, Ahasan
;
Prybutok, Gayle
;
Prybutok, Victor R.
- In:
Quality management journal : QMJ
25
(
2018
)
3
,
pp. 112-128
Persistent link: https://www.econbiz.de/10012309493
Saved in:
9
The nature of an apology : an experimental study on how to apologize after a service failure
Roschk, Holger
;
Kaiser, Susanne
- In:
Marketing letters : a journal of research in marketing
24
(
2013
)
3
,
pp. 293-309
Persistent link: https://www.econbiz.de/10009786892
Saved in:
10
Age matters : how developmental stages of adulthood affect customer reaction to complaint handling efforts
Roschk, Holger
;
Müller, Jana
;
Gelbrich, Katja
- In:
Journal of retailing and consumer services
20
(
2013
)
2
,
pp. 154-164
Persistent link: https://www.econbiz.de/10009734329
Saved in:
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