//--> //--> //--> //-->
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:"Wan, Lisa C."
~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
15
Complaint management
15
Consumer behaviour
9
Dienstleistungsqualität
9
Konsumentenverhalten
9
Service quality
9
Emotion
5
Customer satisfaction
4
Kundenzufriedenheit
4
Beziehungsmarketing
3
Cultural identity
3
Kulturelle Identität
3
Relationship marketing
3
USA
3
United States
3
China
2
Customer service
2
Hong Kong
2
Hongkong
2
Kundenservice
2
Product quality
2
Produktqualität
2
Thailand
2
anger
2
service failure
2
Behaviour
1
Bubbles
1
Cognition
1
Confidence
1
Crisis management
1
Cross-cultural management
1
Dienstleistung
1
Dienstleistungssektor
1
Einzelhandel
1
Gerechtigkeit
1
Hotel industry
1
Hotellerie
1
IT service provider
1
IT-Dienstleister
1
Interkulturelles Management
1
more ...
less ...
Online availability
All
Undetermined
2
Type of publication
All
Article
15
Type of publication (narrower categories)
All
Article in journal
Aufsatz in Zeitschrift
15
Arbeitspapier
1
Graue Literatur
1
Hochschulschrift
1
Non-commercial literature
1
Thesis
1
Working Paper
1
more ...
less ...
Language
All
English
14
German
1
Author
All
Grunwald, Guido
Patterson, Paul G.
Wan, Lisa C.
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
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 international marketing
2
Journal of retailing
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
International journal of retail & distribution management
1
Journal of business research : JBR
1
Journal of consumer research : JCR ; an interdisciplinary bimonthly
1
Journal of international consumer marketing
1
Psychology & marketing
1
The journal of services marketing
1
more ...
less ...
Source
All
ECONIS (ZBW)
15
Showing
1
-
10
of
15
Sort
relevance
articles prioritized
date (newest first)
date (oldest first)
1
The contrasting influences of incidental anger and fear on responses to a service failure
Su, Lei
;
Wan, Lisa C.
;
Wyer, Robert S.
- In:
Psychology & marketing
35
(
2018
)
9
,
pp. 666-675
Persistent link: https://www.econbiz.de/10011970127
Saved in:
2
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:
3
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:
4
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:
5
Culture's impact on consumer complaining responses to embarrassing service failure
Wan, Lisa C.
- In:
Journal of business research : JBR
66
(
2013
)
3
,
pp. 298-305
Persistent link: https://www.econbiz.de/10009720308
Saved in:
6
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:
7
Prior relationships and consumer responses to service failures : a cross-cultural study
Hui, Michael K.
;
Ho, Candy K. Y.
;
Wan, Lisa C.
- In:
Journal of international marketing
19
(
2011
)
1
,
pp. 59-81
Persistent link: https://www.econbiz.de/10008935327
Saved in:
8
The role of relationship norms in responses to service failures
Wan, Lisa C.
;
Hui, Michael K.
;
Wyer, Robert S.
- In:
Journal of consumer research : JCR ; an …
38
(
2011/12
)
2
,
pp. 260-277
Persistent link: https://www.econbiz.de/10009272192
Saved in:
9
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:
10
Impacts of reputation for quality on perceptions of company responsibility and product-related dangers in times of product-recall and public complaints crises : results from an emp...
Grunwald, Guido
;
Hempelmann, Bernd
- In:
Corporate reputation review : an international journal
13
(
2010/11
)
4
,
pp. 264-283
Persistent link: https://www.econbiz.de/10008907358
Saved in:
1
2
Next
Last
Results per page
10
25
50
100
250
A service of the
zbw
×
Loading...
//-->