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~subject:"Kundenzufriedenheit"
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Kundenzufriedenheit
Emotion
140
Anger
107
anger
88
Consumer behaviour
71
Konsumentenverhalten
71
Experiment
37
Arbeitsverhalten
22
Game theory
22
Spieltheorie
22
Work behaviour
22
Dienstleistungsqualität
20
Organizational behaviour
20
Service quality
20
Verhalten in Organisationen
20
Customer satisfaction
19
Führungsstil
16
Leadership style
16
emotions
16
Emotions
15
Beziehungsmarketing
14
Relationship marketing
14
Beschwerdemanagement
13
Complaint management
13
Personality psychology
13
Persönlichkeitspsychologie
13
Ethics
12
Ethik
12
Fear
11
Führungskräfte
11
Managers
11
happiness
10
Anxiety
9
Behavioral economics
9
Justice
9
Satisfaction
9
Verhaltensökonomik
9
Viral marketing
9
Virales Marketing
9
emotion
9
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14
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1
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18
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1
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1
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1
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English
19
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All
Aghazadeh, Hashem
1
Ammari, Nedra Bahri
1
Antonetti, Paolo
1
Benabdallah, Mounia
1
Benkenstein, Martin
1
Bilstein, Nicola
1
Böhn, Gisela
1
Carter, Leanne
1
Cheng, Bao
1
Chih, Wen-Hai
1
D'Alessandro, Steven
1
Ding, Ye
1
Disegna, Marta
1
Drennan, Judy
1
Gonnon, Martin
1
Gouthier, Matthias
1
Gray, David
1
Greer, Dominique A.
1
Haenel, Christina M.
1
Hammerschmidt, Maik
1
Heidenreich, Sven
1
Heyes, Anthony
1
Hogreve, Jens
1
Hsouna, Abir
1
Hsu, Li-Chun
1
Jiang, Wen
1
Johnson, Guillaume D.
1
Johnson, Lester W.
1
Kapur, Sandeep
1
Krämer, Tobias
1
Li, Shanshi
1
Lin, Wei-Ching
1
Ludwig, Nadine L.
1
Mandl, Leonhard
1
McColl-Kennedy, Janet R.
1
Meyers, Yuvay J.
1
Min, Hyounae
1
Mishra, Abhishek
1
Patterson, Paul G.
1
Pfister, Hans-Rüdiger
1
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European journal of marketing : EJM
3
Journal of business research : JBR
3
International journal of hospitality management
2
Australasian marketing journal
1
Birkbeck working papers in economics and finance : BWPEF
1
Games
1
International journal of bank marketing
1
Journal of public policy & marketing : JPP & M ; an annual publ. of the Division of Research, Graduate School of Business Administration, University of Michigan
1
Journal of service research
1
Journal of service research : JSR
1
Journal of service theory and practice : JSTP
1
Journal of the Academy of Marketing Science
1
Services marketing quarterly
1
The service industries journal
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ECONIS (ZBW)
19
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1
Coping, rumination, and electronic word-of-mouth : segmenting consumer responses to service failure via fuzzy clustering
Gonnon, Martin
;
Taheri, Babak
;
Disegna, Marta
;
Prayag, …
- In:
Journal of business research : JBR
166
(
2023
),
pp. 1-15
Persistent link: https://www.econbiz.de/10014380316
Saved in:
2
How observed customer mistreatment of supervisors affects employees' service sabotage : a cross-cultural examination from the deontic justice theory
Jiang, Wen
;
Shum, Cass
;
Min, Hyounae
;
Ding, Ye
- In:
International journal of hospitality management
110
(
2023
),
pp. 1-11
Persistent link: https://www.econbiz.de/10014310677
Saved in:
3
Beyond
anger
: a neutralization perspective of customer revenge
Yang, Chaofan
;
Sun, Yongqiang
;
Shen, Xiao-Liang
- In:
Journal of business research : JBR
146
(
2022
),
pp. 363-374
Persistent link: https://www.econbiz.de/10013271411
Saved in:
4
Consumer responses to the failure of self-service banking technology : moderating role of failure stability
Ammari, Nedra Bahri
;
Hsouna, Abir
;
Benabdallah, Mounia
; …
- In:
International journal of bank marketing
40
(
2022
)
3
,
pp. 458-483
Persistent link: https://www.econbiz.de/10013396357
Saved in:
5
Modeling revenge and avoidance in the mobile service industry : moderation role of technology anxiety
Hsu, Li-Chun
;
Wang, Kai-Yu
;
Chih, Wen-Hai
;
Lin, Wei-Ching
- In:
The service industries journal
41
(
2021
)
15/16
,
pp. 1029-1052
Persistent link: https://www.econbiz.de/10012695309
Saved in:
6
Frontline employee
anger
in response to customer incivility : antecedents and consequences
Li, Shanshi
;
Zhan, Jueying
;
Cheng, Bao
;
Scott, Noel
- In:
International journal of hospitality management
96
(
2021
),
pp. 1-12
Persistent link: https://www.econbiz.de/10012585684
Saved in:
7
The perils of service contract divestment : when and why customers seek revenge and how it can be attenuated
Haenel, Christina M.
;
Wetzel, Hauke
;
Hammerschmidt, Maik
- In:
Journal of service research
22
(
2019
)
3
,
pp. 301-322
Persistent link: https://www.econbiz.de/10012126415
Saved in:
8
Customer
anger
and incentives for quality provision
Heyes, Anthony
;
Kapur, Sandeep
-
2012
Persistent link: https://www.econbiz.de/10009670844
Saved in:
9
Customer delight : universal remedy or a double-edged sword?
Ludwig, Nadine L.
;
Heidenreich, Sven
;
Krämer, Tobias
; …
- In:
Journal of service theory and practice : JSTP
27
(
2017
)
1
,
pp. 23-46
Persistent link: https://www.econbiz.de/10011601104
Saved in:
10
Unveiling the recovery time zone of tolerance : when time matters in service recovery
Hogreve, Jens
;
Bilstein, Nicola
;
Mandl, Leonhard
- In:
Journal of the Academy of Marketing Science
45
(
2017
)
6
,
pp. 866-883
Persistent link: https://www.econbiz.de/10011779540
Saved in:
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