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~subject:"Complaint management"
~type_genre:"Aufsatz in Zeitschrift"
~type_genre:"Guidebook"
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Search: subject:"Customer satisfaction"
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Complaint management
Customer satisfaction
10,552
Kundenzufriedenheit
10,534
Dienstleistungsqualität
5,244
Service quality
5,244
Consumer behaviour
4,637
Konsumentenverhalten
4,637
Beziehungsmarketing
4,257
Relationship marketing
4,257
Satisfaction
951
Online retailing
859
Online-Handel
859
customer satisfaction
842
Customer service
808
Kundenservice
806
Arbeitszufriedenheit
799
Job satisfaction
799
Holiday behaviour
763
Urlaubsverhalten
763
Quality management
751
Qualitätsmanagement
750
Emotion
683
E-commerce
676
Electronic Commerce
676
Beschwerdemanagement
654
Confidence
605
Vertrauen
603
satisfaction
597
Brand image
586
Markenimage
586
Tourism
568
Tourismus
562
Einzelhandel
559
Retail trade
559
Hotel industry
556
Hotellerie
556
Brand management
553
Markenführung
553
service quality
546
Viral marketing
533
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379
Free
45
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Article
653
Book / Working Paper
1
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Aufsatz in Zeitschrift
Guidebook
Article in journal
653
Aufsatz im Buch
25
Book section
25
Hochschulschrift
19
Graue Literatur
16
Non-commercial literature
16
Thesis
13
Arbeitspapier
12
Working Paper
12
Konferenzschrift
6
Collection of articles of several authors
5
Sammelwerk
5
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4
Fallstudie
4
Aufsatzsammlung
3
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3
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3
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3
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3
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3
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3
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2
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2
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2
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1
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1
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1
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English
648
German
6
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Grégoire, Yany
12
Mattila, Anna S.
12
Jang, Soocheong
8
Van Vaerenbergh, Yves
8
Guchait, Priyanko
7
Vázquez Casielles, Rodolfo
7
Gelbrich, Katja
6
Roschk, Holger
6
Sparks, Beverley
6
Balaji, M. S.
5
Chebat, Jean-Charles
5
Harun, Ahasan
5
MacQuilken, Lisa
5
Shin, Hyunju
5
Sreejesh, S.
5
Tronvoll, Bård
5
Weber, Karin
5
Baker, Melissa A.
4
Cai, Ruiying
4
Casidy, Riza
4
Edvardsson, Bo
4
Gruber, Thorsten
4
Hsu, Cathy H. C.
4
Iglesias Argu͏̈elles, Víctor
4
Larivière, Bart
4
Matos, Celso Augusto de
4
Nikbin, Davoud
4
Prybutok, Gayle
4
Prybutok, Victor R.
4
Robertson, Nichola
4
Svensson, Göran
4
Tripp, Thomas M.
4
Varela Neira, Concepción
4
Bacile, Todd J.
3
Beatty, Sharon E.
3
Brady, Michael K.
3
Béal, Mathieu
3
Cambra-Fierro, Jesús
3
Cusin, Julien
3
Ding Hooi Ting
3
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Journal of business research : JBR
47
International journal of hospitality management
33
Journal of retailing and consumer services
33
The journal of services marketing
27
Journal of hospitality marketing & management
20
Service business
18
Journal of service research : JSR
15
The service industries journal
15
International journal of contemporary hospitality management
14
Journal of the Academy of Marketing Science
11
European journal of marketing : EJM
10
Journal of service management
10
Marketing letters : a journal of research in marketing
10
Psychology & marketing
9
Journal of air transport management
8
Journal of service research
8
Journal of service theory and practice
8
Services marketing quarterly
8
International journal of quality and service sciences
7
Journal of hospitality & tourism research : JHTR ; the professional journal of the Council on Hotel, Restaurant, and Institutional Education
7
Journal of retailing
7
Journal of service theory and practice : JSTP
7
Managing service quality : MSQ ; an international journal
7
Asia Pacific journal of marketing and logistics
6
Cogent business & management
6
Journal of marketing
6
Journal of strategic marketing
6
Business horizons
5
Journal of consumer behaviour : an international research review
5
Tourism management : research, policies, practice
5
Australasian marketing journal
4
International journal of operations & production management : IJOPM ; the official journal of the European Operations Management Association, EUROMA
4
International journal of services and operations management
4
International journal of services, economics and management
4
Journal of consumer marketing
4
Journal of global marketing
4
Journal of travel and tourism marketing
4
Total quality management & business excellence
4
Total quality management & business excellence : an official journal of the European Society for Organisational Excellence
4
Administrative Sciences : open access journal
3
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ECONIS (ZBW)
654
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81
What drives customer engagement after a service failure? : the moderating role of customer trust
Honora, Andreawan
;
Chih, Wen-Hai
;
Ortiz, Jaime
- In:
International journal of consumer studies
47
(
2023
)
5
,
pp. 1714-1732
Persistent link: https://www.econbiz.de/10014335594
Saved in:
82
Platform-centric vs. multi-party service failure : an examination of consumers' negative word of mouth about sharing economy platforms
Wu, Luorong
;
Liu, Qing
;
Ma, Shihan
;
Hanks, Lydia
- In:
International journal of contemporary hospitality management
35
(
2023
)
4
,
pp. 1332-1375
Persistent link: https://www.econbiz.de/10014280782
Saved in:
83
The effect of service failure severity on brand forgiveness : the moderating role of interpersonal attachment styles and thinking styles
Alnawas, Ibrahim
;
Al Khateeb, Amr
;
Abu Farha, Allam K.
; …
- In:
International journal of contemporary hospitality management
35
(
2023
)
5
,
pp. 1691-1712
Persistent link: https://www.econbiz.de/10014280877
Saved in:
84
Lenient vs. stringent returns policies in the presence of fraudulent returns : the role of customers' fairness perceptions
Chen, Jing
;
Yu, Bo
;
Chen, Bintong
;
Liu, Zhuojun
- In:
Omega : the international journal of management science
117
(
2023
),
pp. 1-16
Persistent link: https://www.econbiz.de/10014281849
Saved in:
85
Emotion and trust in virtual service assistant design for effective service recovery
Le, Hoang T. P. M.
;
Park, Jungkun
;
Lee, Sangwoo
- In:
Journal of retailing and consumer services
74
(
2023
),
pp. 1-11
Persistent link: https://www.econbiz.de/10014364045
Saved in:
86
Would you try it again? : dual effects of customer mindfulness on service recovery
Martinez, Luisa M.
;
Pacheco, Natália Araújo
;
Ramos, …
- In:
Journal of retailing and consumer services
74
(
2023
),
pp. 1-13
Persistent link: https://www.econbiz.de/10014364668
Saved in:
87
The role of socially rich photos in generating favorable donation behavior on charity websites
Bataoui, Soffien
;
Boch, Emmanuelle
- In:
Journal of retailing and consumer services
74
(
2023
),
pp. 1-16
Persistent link: https://www.econbiz.de/10014364672
Saved in:
88
The impact of employee empathy on brand trust in organizational complaint response emails : a closer look at linguistic realization
Van Herck, Rebecca
;
Decock, Sofie
;
De Clerck, Bernard
; …
- In:
International journal of business communication : IJBC …
60
(
2023
)
4
,
pp. 1220-1266
Persistent link: https://www.econbiz.de/10014365724
Saved in:
89
Would you forgive me? : from perceived justice and complaint handling to customer forgiveness and brand credibility-symmetrical and asymmetrical perspectives
Ali, Faizan
;
El-Manstrly, Dahlia
;
Ghazanfar Ali Abbasi
- In:
Journal of business research : JBR
166
(
2023
),
pp. 1-15
Persistent link: https://www.econbiz.de/10014368203
Saved in:
90
The effects of brand relationships on justice perceptions in service recovery
Gonçalves Filho, Cid
;
Kiefer, Kip
;
Fetscherin, Marc
; …
- In:
Journal of consumer marketing
40
(
2023
)
3
,
pp. 315-327
Persistent link: https://www.econbiz.de/10014275988
Saved in:
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