//--> //--> //--> //-->
Toggle navigation
Logout
Change account settings
EN
DE
ES
FR
A-Z
Beta
About EconBiz
News
Thesaurus (STW)
Research Skills
Help
EN
DE
ES
FR
My account
Logout
Change account settings
Login
Publications
Events
Your search terms
Search
Retain my current filters
~person:"Balaji, M. S."
~person:"Gulati, Ranjay"
~person:"Mattila, Anna S."
~source:"econis"
~subject:"Beschwerdemanagement"
~subject:"USA"
~type_genre:"Article in journal"
Search options
All Fields
Title
Exact title
Subject
Author
Institution
ISBN/ISSN
Published in...
Publisher
Open Access only
Advanced
Search history
My EconBiz
Favorites
Loans
Reservations
Fines
You are here:
Home
Search: "Customer relationship management"
Narrow search
Delete all filters
| 7 applied filters
Year of publication
From:
To:
Subject
All
Beschwerdemanagement
USA
Beziehungsmarketing
59
Relationship marketing
59
Consumer behaviour
43
Konsumentenverhalten
43
Customer satisfaction
30
Kundenzufriedenheit
30
Dienstleistungsqualität
27
Service quality
27
Complaint management
17
Kundenbindungsprogramm
7
Lieferantenmanagement
7
Loyalty program
7
Supplier relationship management
7
Corporate Social Responsibility
6
Corporate social responsibility
6
United States
6
Customer service
5
Gastronomie
5
Kundenservice
5
Restaurant industry
5
Service failure
5
Viral marketing
5
Virales Marketing
5
Brand image
4
Brand management
4
Confidence
4
Markenführung
4
Markenimage
4
Service recovery
4
Vertrauen
4
Arbeitszufriedenheit
3
Emotion
3
Fundraising
3
Interaction quality
3
Job satisfaction
3
Satisfaction
3
Social Web
3
Social web
3
more ...
less ...
Online availability
All
Undetermined
7
Free
1
Type of publication
All
Article
22
Type of publication (narrower categories)
All
Article in journal
Aufsatz in Zeitschrift
22
Aufsatz im Buch
1
Book section
1
Language
All
English
21
German
1
Author
All
Balaji, M. S.
Gulati, Ranjay
Mattila, Anna S.
Smith, Alan D.
13
Grégoire, Yany
9
Jang, Soocheong
7
Van Vaerenbergh, Yves
7
Walsh, Gianfranco
7
Beatty, Sharon E.
6
Cai, Ruiying
6
Evanschitzky, Heiner
6
Han, Heesup
6
Hollebeek, Linda D.
6
Kumar, V.
6
Baker, Melissa A.
5
Brodie, Roderick J.
5
Conduit, Jodie
5
Hyun, Sunghyup Sean
5
Kim, Wansoo
5
Ro, Heejung
5
Roschk, Holger
5
Brady, Michael K.
4
Ding Hooi Ting
4
Gelbrich, Katja
4
Grewal, Dhruv
4
Kim, Kawon Kathy
4
Santos, Cristiane Pizzutti dos
4
Shin, Hyunju
4
Tanford, Sarah
4
Voorhees, Clay M.
4
Vázquez Casielles, Rodolfo
4
Abbasi, Amir Zaib
3
Albrecht, Arne Keno
3
Armstrong, Christine
3
Basso, Kenny
3
Blut, Markus
3
Brock, Christian
3
Béal, Mathieu
3
Campbell, Colin L.
3
Chen, Jing
3
Chen, Tom
3
more ...
less ...
Published in...
All
International journal of hospitality management
3
Journal of business research : JBR
3
Journal of hospitality marketing & management
2
Journal of service research
2
Services marketing quarterly
2
The journal of services marketing
2
Cornell hospitality quarterly : CQ
1
Harvard business review : HBR
1
Harvard-Business-Manager : das Wissen der Besten
1
International journal of internet marketing and advertising : IJIMA
1
Journal of relationship marketing : innovations and enhancements for customer service, relations, and satisfaction
1
Journal of retailing
1
Journal of service management
1
The service industries journal
1
more ...
less ...
Source
All
ECONIS (ZBW)
Showing
1
-
10
of
22
Sort
relevance
articles prioritized
date (newest first)
date (oldest first)
1
Moderating role of consumers' attachment style on post-recovery satisfaction behavior
Sidhu, Sarabjit Kaur
;
Fon Sim Ong
;
Balaji, M. S.
- In:
Journal of relationship marketing : innovations and …
22
(
2023
)
4
,
pp. 354-380
Persistent link: https://www.econbiz.de/10014422333
Saved in:
2
Recover from a service failure : the differential effects of brand betrayal and brand disappointment on an exclusive brand offering
Teck Ming Tan
;
Balaji, M. S.
;
Oikarinen, Eeva-Liisa
; …
- In:
Journal of business research : JBR
123
(
2021
),
pp. 126-139
Persistent link: https://www.econbiz.de/10012430477
Saved in:
3
Service failure and recovery at the crossroads : recommendations to revitalize the field and its influence : editorial
Grégoire, Yany
;
Mattila, Anna S.
- In:
Journal of service research
24
(
2021
)
3
,
pp. 323-328
Persistent link: https://www.econbiz.de/10012592932
Saved in:
4
To err is human(-oid) : how do consumers react to robot service failure and recovery?
Choi, Sungwoo
;
Mattila, Anna S.
;
Bolton, Lisa E.
- In:
Journal of service research
24
(
2021
)
3
,
pp. 354-371
Persistent link: https://www.econbiz.de/10012592941
Saved in:
5
What recovery options to offer for loyalty reward program members : Dollars vs. Miles?
Hwang, Yoo Hee
;
Gao, Yixing
;
Mattila, Anna S.
- In:
International journal of hospitality management
87
(
2020
),
pp. 1-7
Persistent link: https://www.econbiz.de/10012241760
Saved in:
6
The impact of customer compassion on face-to-face and online complaints
Hwang, Yoo Hee
;
Mattila, Anna S.
- In:
Journal of hospitality marketing & management
29
(
2020
)
7
,
pp. 848-868
Persistent link: https://www.econbiz.de/10012312156
Saved in:
7
Are cynical customers satisfied differently? : role of negative inferred motive and customer participation in service recovery
Balaji, M. S.
;
Jha, Subhash
;
Sengupta, Aditi Sarkar
; …
- In:
Journal of business research : JBR
86
(
2018
),
pp. 109-118
Persistent link: https://www.econbiz.de/10011855231
Saved in:
8
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:
9
How does corporate social responsibility affect consumer response to service failure in buyer-seller relationships?
Bolton, Lisa E.
;
Mattila, Anna S.
- In:
Journal of retailing
91
(
2015
)
1
,
pp. 140-153
Persistent link: https://www.econbiz.de/10010500739
Saved in:
10
How customers cope with service failure? : a study of brand reputation and customer satisfaction
Sengupta, Aditi Sarkar
;
Balaji, M. S.
;
Krishnan, Balaji C.
- In:
Journal of business research : JBR
68
(
2015
)
3
,
pp. 665-674
Persistent link: https://www.econbiz.de/10010496157
Saved in:
1
2
3
Next
Last
Results per page
10
25
50
100
250
A service of the
zbw
×
Loading...
//-->