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~person:"Grégoire, Yany"
~subject:"Kundenzufriedenheit"
~subject:"Tourism employees"
~type_genre:"Article in journal"
~type_genre:"Conference paper"
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Kundenzufriedenheit
Tourism employees
Customer satisfaction
14
Beschwerdemanagement
12
Complaint management
12
Dienstleistungsqualität
11
Service quality
11
Beziehungsmarketing
9
Relationship marketing
9
Service recovery
5
Consumer behaviour
4
Konsumentenverhalten
4
Service failure
4
Customer revenge
3
Customer service
3
Justice theory
3
Kundenservice
3
service recovery
3
Brand transgression
2
Crisis management
2
Krisenmanagement
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Public exposure
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Social Web
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Social web
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service failure
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Brand image
1
Brand management
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Cognition
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Cognitive schemas
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Compensation
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Conflict frames
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Consumer boycott
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Crisis
1
Cross-buying
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Customer acquisition
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Customer profitability
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Customer value
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E-commerce
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Electronic Commerce
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Ethics consumer behavior
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14
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Grégoire, Yany
Han, Heesup
71
Karatepe, Osman M.
38
Mattila, Anna S.
36
Svensson, Göran
33
Wong, IpKin Anthony
27
Prentice, Catherine
26
Gil Saura, Irene
24
Hyun, Sunghyup Sean
24
Prybutok, Victor R.
24
Söderlund, Magnus
22
Jang, Soocheong
21
Prayag, Girish
21
Bilgihan, Anil
20
Shahin, Arash
20
Aksoy, Lerzan
19
Lee, Choong-Ki
19
Sharma, Piyush
19
Keiningham, Timothy
18
Evanschitzky, Heiner
17
Gustafsson, Anders
17
Loureiro, Sandra Maria Correia
17
Su, LuJun
17
Balaji, M. S.
16
Barnes, Donald C.
16
Hsu, Maxwell K.
16
Kim, Wansoo
16
Park, Jungkun
16
Sparks, Beverley
16
Yi, Youjae
16
Kim, Woo Gon
15
Law, Chun Hung Roberts
15
McColl-Kennedy, Janet R.
15
Ryu, Kisang
15
Amin, Muslim
14
Assaker, Guy
14
Collier, Joel E.
14
Guchait, Priyanko
14
Gursoy, Dogan
14
Ringle, Christian M.
14
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Journal of the Academy of Marketing Science
4
Journal of business research : JBR
2
Business horizons
1
Journal of business ethics : JOBE
1
Journal of interactive marketing
1
Journal of marketing
1
Journal of retailing
1
Journal of service research
1
Journal of service research : JSR
1
Marketing letters : a journal of research in marketing
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ECONIS (ZBW)
14
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1
Let's laugh about it! : using humor to address complainers’ online incivility
Béal, Mathieu
;
Grégoire, Yany
;
Carrillat, François A.
- In:
Journal of interactive marketing
58
(
2023
)
1
,
pp. 34-51
Persistent link: https://www.econbiz.de/10014228864
Saved in:
2
Is service recovery of equal importance for private vs public complainers?
Béal, Mathieu
;
Suri, Anshu
;
Nguyen, Nguyen
;
Grégoire, Yany
- In:
Journal of business research : JBR
153
(
2022
),
pp. 392-400
Persistent link: https://www.econbiz.de/10013534061
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
A systematic review of brand transgression, service failure recovery and product-harm crisis : integration and guiding insights
Khamitov, Mansur
;
Grégoire, Yany
;
Suri, Anshu
- In:
Journal of the Academy of Marketing Science
48
(
2020
)
3
,
pp. 519-542
Persistent link: https://www.econbiz.de/10012290970
Saved in:
5
What do online complainers want? : an examination of the justice motivations and the moral implications of vigilante and reparation schemas
Grégoire, Yany
;
Legoux, Renaud
;
Tripp, Thomas M.
; …
- In:
Journal of business ethics : JOBE
160
(
2019
)
1
,
pp. 167-188
Persistent link: https://www.econbiz.de/10012121284
Saved in:
6
The effects of relationship length on customer profitability after a service recovery
Béal, Mathieu
;
Sabadie, William
;
Grégoire, Yany
- In:
Marketing letters : a journal of research in marketing
30
(
2019
)
3/4
,
pp. 293-305
Persistent link: https://www.econbiz.de/10012144812
Saved in:
7
How can firms stop customer revenge? : the effects of direct and indirect revenge on post-complaint responses
Grégoire, Yany
;
Ghadami, Fateme
;
Laporte, Sandra
; …
- In:
Journal of the Academy of Marketing Science
46
(
2018
)
6
,
pp. 1052-1071
Persistent link: https://www.econbiz.de/10011951624
Saved in:
8
How a firm's best versus normal customers react to compensation after a service failure
Gelbrich, Katja
;
Gäthke, Jana
;
Grégoire, Yany
- In:
Journal of business research : JBR
69
(
2016
)
10
,
pp. 4331-4339
Persistent link: https://www.econbiz.de/10011554578
Saved in:
9
Managing social media crises with your customers : the good, the bad, and the ugly
Grégoire, Yany
;
Salle, Audrey
;
Tripp, Thomas M.
- In:
Business horizons
58
(
2015
)
2
,
pp. 173-182
Persistent link: https://www.econbiz.de/10010497515
Saved in:
10
How much compensation should a firm offer for a flawed service? : an examination of the nonlinear effects of compensation on satisfaction
Gelbrich, Katja
;
Gäthke, Jana
;
Grégoire, Yany
- In:
Journal of service research : JSR
18
(
2015
)
1
,
pp. 107-123
Persistent link: https://www.econbiz.de/10010483434
Saved in:
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