//--> //--> //--> //-->
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:"Grunwald, Guido"
~person:"Patterson, Paul G."
~person:"Sénécal, Sylvain"
~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: subject_exact:"Beschwerdemanagement"
Narrow search
Delete all filters
| 4 applied filters
Year of publication
From:
To:
Subject
All
Beschwerdemanagement
14
Complaint management
14
Dienstleistungsqualität
10
Service quality
10
Consumer behaviour
6
Konsumentenverhalten
6
Customer satisfaction
5
Kundenzufriedenheit
5
USA
4
United States
4
Emotion
3
Beziehungsmarketing
2
Cultural identity
2
Financial crisis
2
Finanzkrise
2
Justice theory
2
Kulturelle Identität
2
Product quality
2
Produktqualität
2
Public exposure
2
Relationship marketing
2
Service failure
2
Service recovery
2
Thailand
2
anger
2
Ankündigungseffekt
1
Announcement effect
1
Brand transgression
1
Bubbles
1
Business services
1
Börsenkurs
1
Cognition
1
Crisis management
1
Cross-cultural management
1
Customer revenge
1
Customer service
1
Economic crisis
1
Einzelhandel
1
Ereignisstudie
1
Event study
1
more ...
less ...
Online availability
All
Undetermined
5
Free
1
Type of publication
All
Article
14
Type of publication (narrower categories)
All
Article in journal
Aufsatz in Zeitschrift
14
Arbeitspapier
1
Graue Literatur
1
Hochschulschrift
1
Non-commercial literature
1
Thesis
1
Working Paper
1
more ...
less ...
Language
All
English
13
German
1
Author
All
Grunwald, Guido
Patterson, Paul G.
Sénécal, Sylvain
Mattila, Anna S.
24
Grégoire, Yany
16
Jang, Soocheong
10
Gelbrich, Katja
9
Gruber, Thorsten
9
Sparks, Beverley
9
Van Vaerenbergh, Yves
9
Guchait, Priyanko
8
MacQuilken, Lisa
8
Ro, Heejung
8
Robertson, Nichola
8
Roschk, Holger
8
Tsarenko, Yelena
8
Vázquez Casielles, Rodolfo
8
Edvardsson, Bo
7
McColl-Kennedy, Janet R.
7
Svensson, Göran
7
Tronvoll, Bård
7
Balaji, M. S.
6
Brady, Michael K.
6
Cai, Ruiying
6
Chebat, Jean-Charles
6
Matos, Celso Augusto de
6
Walsh, Gianfranco
6
Wan, Lisa C.
6
Weber, Karin
6
Baker, Melissa A.
5
Beatty, Sharon E.
5
Chen, Jing
5
Grewal, Dhruv
5
Gäthke, Jana
5
Harun, Ahasan
5
Iglesias Argu͏̈elles, Víctor
5
Miao, Li
5
Reppel, Alexander
5
Shin, Hyunju
5
Sreejesh, S.
5
Svari, Sander
5
Szmigin, Isabelle
5
more ...
less ...
Published in...
All
Journal of retailing
2
Journal of service research : JSR
2
Journal of the Academy of Marketing Science
2
California management review
1
Corporate reputation review : an international journal
1
Das Wirtschaftsstudium : wisu ; Zeitschrift für Ausbildung, Prüfung, Berufseinstieg und Fortbildung
1
International journal of retail & distribution management
1
Journal of business research : JBR
1
Journal of marketing theory and practice : JMTP
1
Journal of service research
1
The journal of services marketing
1
more ...
less ...
Source
All
ECONIS (ZBW)
14
Showing
1
-
10
of
14
Sort
relevance
articles prioritized
date (newest first)
date (oldest first)
1
The effects of service crises and recovery resources on market reactions : an event study analysis on data breach announcements
Rasoulian, Shahin
;
Grégoire, Yany
;
Legoux, Renaud
; …
- In:
Journal of service research
26
(
2023
)
1
,
pp. 44-63
Persistent link: https://www.econbiz.de/10014246193
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
I can forgive you, but I can't forgive the firm : an examination of service failures in the sharing economy
Suri, Anshu
;
Huang, Bo
;
Sénécal, Sylvain
- In:
Journal of marketing theory and practice : JMTP
27
(
2019
)
4
,
pp. 355-370
Persistent link: https://www.econbiz.de/10012181626
Saved in:
4
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:
5
Service crisis recovery and firm performance : insights from information breach announcements
Rasoulian, Shahin
;
Grégoire, Yany
;
Legoux, Renaud
; …
- In:
Journal of the Academy of Marketing Science
45
(
2017
)
6
,
pp. 789-806
Persistent link: https://www.econbiz.de/10011779515
Saved in:
6
Geysers or bubbling hot springs? : a cross-cultural examination of customer rage from Eastern and Western perspectives
Patterson, Paul G.
;
Brady, Michael K.
;
McColl-Kennedy, …
- In:
Journal of service research : JSR
19
(
2016
)
3
,
pp. 243-259
Persistent link: https://www.econbiz.de/10011665370
Saved in:
7
Unpacking customer rage elicitation : a dynamic model
Surachartkumtonkun, Jiraporn
;
McColl-Kennedy, Janet R.
; …
- In:
Journal of service research : JSR
18
(
2015
)
2
,
pp. 177-192
Persistent link: https://www.econbiz.de/10011283710
Saved in:
8
Customer rage back-story : linking needs-based cognitive appraisal to service failure type
Surachartkumtonkun, Jiraporn
;
Patterson, Paul G.
; …
- In:
Journal of retailing
89
(
2013
)
1
,
pp. 72-87
Persistent link: https://www.econbiz.de/10009732740
Saved in:
9
An extended service recovery model : the moderating impact of temporal sequence of events
Prasongsukarn, Kriengsin
;
Patterson, Paul G.
- In:
The journal of services marketing
26
(
2012
)
7
,
pp. 510-520
Persistent link: https://www.econbiz.de/10009672300
Saved in:
10
Die Bewältigung von Produktkrisen
Hempelmann, Bernd
;
Grunwald, Guido
- In:
Das Wirtschaftsstudium : wisu ; Zeitschrift für …
39
(
2010
)
2
,
pp. 209-214
Persistent link: https://www.econbiz.de/10003932596
Saved in:
1
2
Next
Last
Results per page
10
25
50
100
250
A service of the
zbw
×
Loading...
//-->