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~person:"Grewal, Dhruv"
~person:"Mattila, Anna S."
~person:"Van Vaerenbergh, Yves"
~subject:"Complaint management"
~subject:"USA"
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Complaint management
USA
Beziehungsmarketing
77
Relationship marketing
77
Consumer behaviour
49
Konsumentenverhalten
49
Customer satisfaction
34
Kundenzufriedenheit
34
Dienstleistungsqualität
28
Service quality
28
Beschwerdemanagement
22
Einzelhandel
14
Retail trade
14
Customer service
12
Kundenservice
12
Kundenbindungsprogramm
7
Lieferantenmanagement
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Loyalty program
7
Service recovery
7
Supplier relationship management
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Corporate social responsibility
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Marketingmanagement
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Meta-Analyse
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Online retailing
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Online-Handel
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Customer experience
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Grewal, Dhruv
Mattila, Anna S.
Van Vaerenbergh, Yves
Smith, Alan D.
19
Stauss, Bernd
15
Walsh, Gianfranco
10
Grégoire, Yany
9
Kumar, V.
8
Beatty, Sharon E.
7
Evanschitzky, Heiner
7
Fürst, Andreas
7
Hollebeek, Linda D.
7
Homburg, Christian
7
Jang, Soocheong
7
Roschk, Holger
7
Seidel, Wolfgang
7
Brock, Christian
6
Cai, Ruiying
6
Gelbrich, Katja
6
Han, Heesup
6
Johnson, Michael D.
6
Baker, Melissa A.
5
Balaji, M. S.
5
Brodie, Roderick J.
5
Conduit, Jodie
5
Günter, Bernd
5
Hyun, Sunghyup Sean
5
Kim, Wansoo
5
Ro, Heejung
5
Vázquez Casielles, Rodolfo
5
Blut, Markus
4
Brady, Michael K.
4
Ding Hooi Ting
4
Gourio, François
4
Gremler, Dwayne D.
4
Hennig-Thurau, Thorsten
4
Joireman, Jeff
4
Kim, Kawon Kathy
4
Larivière, Bart
4
Lucas, Robert W.
4
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International journal of hospitality management
3
Journal of hospitality marketing & management
2
Journal of marketing
2
Journal of service research
2
Journal of service research : JSR
2
Managing service quality : MSQ ; an international journal
2
Services marketing quarterly
2
The journal of services marketing
2
Cornell hospitality quarterly : CQ
1
International journal of electronic commerce : IJEC
1
International journal of internet marketing and advertising : IJIMA
1
Journal of business research : JBR
1
Journal of relationship marketing : innovations & enhancements for customer service, relations & satisfaction
1
Journal of retailing
1
Journal of service management
1
Marketing letters : a journal of research in marketing
1
Service business
1
Working paper series / Universiteit Gent, Faculteit Economie en Bedrijfskunde
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ECONIS (ZBW)
27
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1
Complaint de-escalation strategies on social media
Herhausen, Dennis
;
Grewal, Lauren
;
Cummings, Krista Hill
; …
- In:
Journal of marketing
87
(
2023
)
2
,
pp. 210-231
Persistent link: https://www.econbiz.de/10014245084
Saved in:
2
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:
3
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:
4
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:
5
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:
6
How to boost frontline employee service recovery performance : the role of cultural intelligence
Costers, Annelies
;
Van Vaerenbergh, Yves
;
Van den …
- In:
Service business
13
(
2019
)
3
,
pp. 581-602
Persistent link: https://www.econbiz.de/10012124374
Saved in:
7
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:
8
The effects of apologies for service failures in the global online retail
Sengupta, Sanchayan
;
Ray, Daniel
;
Trendel, Olivier
;
Van …
- In:
International journal of electronic commerce : IJEC
22
(
2018
)
3
,
pp. 419-445
Persistent link: https://www.econbiz.de/10011884544
Saved in:
9
Customer participation in service recovery : a meta-analysis
Van Vaerenbergh, Yves
;
Hazée, Simon
;
Costers, Annelies
- In:
Marketing letters : a journal of research in marketing
29
(
2018
)
4
,
pp. 465-483
Persistent link: https://www.econbiz.de/10011964332
Saved in:
10
Co-creating service recovery after service failure : the role of brand equity
Hazée, Simon
;
Van Vaerenbergh, Yves
;
Armirotto, Vincent
- In:
Journal of business research : JBR
74
(
2017
),
pp. 101-109
Persistent link: https://www.econbiz.de/10011675409
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