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~person:"Grunwald, Guido"
~person:"Patterson, Paul G."
~person:"Tronvoll, Bård"
~type_genre:"Article in journal"
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Search: subject_exact:"Beschwerdemanagement"
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Beschwerdemanagement
16
Complaint management
16
Dienstleistungsqualität
13
Service quality
13
Customer satisfaction
8
Kundenzufriedenheit
8
Consumer behaviour
7
Konsumentenverhalten
7
Emotion
4
Customer service
3
Kundenservice
3
Beziehungsmarketing
2
Cultural identity
2
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2
Justice theory
2
Kulturelle Identität
2
Kundenintegration
2
Product quality
2
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Relationship marketing
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Service recovery
2
Service-Dominant Logic
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Service-dominant logic
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Thailand
2
USA
2
United States
2
anger
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Bad-Mouthing Behavior
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Betriebliche Wertschöpfung
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Bubbles
1
Co-recovery
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Cognition
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Collaboration
1
Compensation
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Complaint Management
1
Crisis management
1
Cross-cultural management
1
Customer co-creation
1
Customer value
1
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Article
16
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Article in journal
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16
Arbeitspapier
1
Graue Literatur
1
Hochschulschrift
1
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English
15
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Grunwald, Guido
Patterson, Paul G.
Tronvoll, Bård
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
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
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Journal of retailing
2
Journal of service management
2
Journal of service research : JSR
2
California management review
1
Corporate reputation review : an international journal
1
Das Wirtschaftsstudium : wisu ; Zeitschrift für Ausbildung, Prüfung, Berufseinstieg und Fortbildung
1
European journal of marketing : EJM
1
International journal of retail & distribution management
1
Journal of business research : JBR
1
Managing service quality : MSQ ; an international journal
1
Marketing letters : a journal of research in marketing
1
The journal of services marketing
1
The service industries journal
1
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ECONIS (ZBW)
16
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1
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10
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16
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date (oldest first)
1
Money for nothing : the impact of compensation on customers' bad-mouthing in service recovery encounters
Arsenovic, Jasenko
;
Edvardsson, Bo
;
Otterbring, Tobias
; …
- In:
Marketing letters : a journal of research in marketing
34
(
2023
)
1
,
pp. 69-82
Persistent link: https://www.econbiz.de/10014265992
Saved in:
2
Justice (is not the same) for all : the role of relationship activity for post-recovery outcomes
Arsenovic, Jasenko
;
De Keyser, Arne
;
Edvardsson, Bo
; …
- In:
Journal of business research : JBR
134
(
2021
),
pp. 342-351
Persistent link: https://www.econbiz.de/10012643777
Saved in:
3
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:
4
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:
5
Recovering service failure through resource integration
Xu, Yingzi
;
Tronvoll, Bård
;
Edvardsson, Bo
- In:
The service industries journal
34
(
2014
)
16
,
pp. 1253-1271
Persistent link: https://www.econbiz.de/10010492121
Saved in:
6
Show you care : initiating co-creation in service recovery
Xu, Yingzi
;
Marshall, Roger
;
Edvardsson, Bo
;
Tronvoll, Bård
- In:
Journal of service management
25
(
2014
)
3
,
pp. 369-387
Persistent link: https://www.econbiz.de/10010384971
Saved in:
7
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:
8
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:
9
A dynamic model of customer complaining behaviour from the perspective of service-dominant logic
Tronvoll, Bård
- In:
European journal of marketing : EJM
46
(
2012
)
1/2
,
pp. 284-305
Persistent link: https://www.econbiz.de/10009514971
Saved in:
10
Negative emotions and their effect on customer complaint behaviour
Tronvoll, Bård
- In:
Journal of service management
22
(
2011
)
1
,
pp. 111-134
Persistent link: https://www.econbiz.de/10009010792
Saved in:
1
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