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  • Search: subject:"Beschwerdemanagement"
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Year of publication
Subject
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Beschwerdemanagement 1,652 Complaint management 1,642 Dienstleistungsqualität 810 Service quality 810 Kundenzufriedenheit 779 Customer satisfaction 776 Beziehungsmarketing 719 Relationship marketing 719 Consumer behaviour 653 Konsumentenverhalten 653 Customer service 357 Kundenservice 357 Service recovery 159 Emotion 146 Service failure 142 Viral marketing 111 Virales Marketing 111 Reklamation 106 service recovery 100 Deutschland 97 Social Web 96 Social web 96 Germany 92 Justice 91 USA 91 United States 90 service failure 89 Gerechtigkeit 87 Dienstleistungssektor 84 Service industry 82 Kundenmanagement 75 Online retailing 73 Online-Handel 73 Theorie 73 Theory 73 Mobile communications 69 Mobilkommunikation 69 Einzelhandel 53 Retail trade 53 Gastronomie 50
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Online availability
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Undetermined 641 Free 218
Type of publication
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Article 1,310 Book / Working Paper 379 Journal 3
Type of publication (narrower categories)
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Article in journal 1,179 Aufsatz in Zeitschrift 1,179 Aufsatz im Buch 127 Book section 127 Graue Literatur 75 Non-commercial literature 75 Hochschulschrift 71 Working Paper 57 Arbeitspapier 55 Thesis 47 Collection of articles of several authors 16 Sammelwerk 16 Ratgeber 14 Case study 13 Fallstudie 13 Guidebook 13 Aufsatzsammlung 8 Bibliografie enthalten 8 Bibliography included 8 Dissertation u.a. Prüfungsschriften 7 Konferenzschrift 7 Conference paper 6 Konferenzbeitrag 6 Collection of articles written by one author 5 Sammlung 5 Lehrbuch 4 Textbook 4 Amtsdruckschrift 3 Conference proceedings 3 Government document 3 Handbook 2 Handbuch 2 Accompanied by computer file 1 Annual report 1 Elektronischer Datenträger als Beilage 1 Interview 1 Jahresbericht 1 Mehrbändiges Werk 1 Multi-volume publication 1 Systematic review 1
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Language
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English 1,424 German 262 Undetermined 8 Swedish 1
Author
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Mattila, Anna S. 24 Stauss, Bernd 23 Roschk, Holger 19 Gelbrich, Katja 18 Grégoire, Yany 16 Homburg, Christian 13 Fürst, Andreas 12 Seidel, Wolfgang 12 Jang, Soocheong 10 Van Vaerenbergh, Yves 10 Brock, Christian 9 Gruber, Thorsten 9 Sparks, Beverley 9 Vázquez Casielles, Rodolfo 9 Guchait, Priyanko 8 MacQuilken, Lisa 8 McColl-Kennedy, Janet R. 8 Ro, Heejung 8 Robertson, Nichola 8 Tsarenko, Yelena 8 Edvardsson, Bo 7 Svensson, Göran 7 Tronvoll, Bård 7 Baker, Melissa A. 6 Balaji, M. S. 6 Brady, Michael K. 6 Cai, Ruiying 6 Chebat, Jean-Charles 6 Chen, Jing 6 Grewal, Dhruv 6 Gäthke, Jana 6 Hogreve, Jens 6 Matos, Celso Augusto de 6 Patterson, Paul G. 6 Schöler, Andreas 6 Tripp, Thomas M. 6 Walsh, Gianfranco 6 Wan, Lisa C. 6 Weber, Karin 6 Zaugg, Alexandra Daniela 6
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Institution
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Springer Fachmedien Wiesbaden 5 World Trade Organization 4 RWTH Aachen 3 National Bureau of Economic Research 2 Books on Demand GmbH <Norderstedt> 1 Bundesverband der Deutschen Volksbanken und Raiffeisenbanken 1 CAMPUS 02 - Fachhochschule der Wirtschaft / FH-Bachelorstudiengang Marketing & Sales 1 Conference on Consumer Satisfaction, Dissatisfaction, and Complaining Behavior <3, 1978, Chicago, Ill.> 1 Conference on Consumer Satisfaction, Dissatisfaction, and Complaining Behavior <5, 1980, Saint Louis, Mo.> 1 Conference on Consumer Satisfaction, Dissatisfaction, and Complaining Behavior <6, 1981, Bloomington, Ind.> 1 Deutsche Gesellschaft für Qualität 1 Deutscher Genossenschafts-Verlag eG 1 EIB Group 1 Fachkongress "Progress in Tourism Research" <3, 2002, Berlin> 1 Fakultät Wirtschafts- und Sozialwissenschaften, Universität Hohenheim 1 Fördergesellschaft Marketing an der Universität Augsburg 1 Home Affairs Committee, House of Commons, session 1981-82 1 Instituto Valenciano de Investigaciones Económicas 1 Katholische Universität Eichstätt-Ingolstadt 1 Marketing Research Symposium <1977, Bloomington, Ind.> 1 Nordic Council of Ministers 1 Police Federation of England and Wales 1 Technical Assistance Research Programs Institute <Washington, DC> 1 Technische Universität Dresden 1 USA / General Accounting Office 1 UVK Verlag 1 United States / Congress / Senate / Committee on the Judiciary / Subcommittee on Antitrust and Monopoly 1 VDMA Verlag GmbH 1 Verlag Dr. Kovač 1 Westfälische Wilhelms-Universität Münster 1 Wissenschaftlicher Verlag Berlin 1 World Bank 1 World Bank Group 1
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Published in...
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Journal of business research : JBR 72 International journal of hospitality management 58 Journal of retailing and consumer services 43 The journal of services marketing 43 Journal of hospitality marketing & management 32 Journal of service research : JSR 31 The service industries journal 28 Journal of the Academy of Marketing Science 21 International journal of contemporary hospitality management 20 Service business 20 Psychology & marketing 16 SpringerLink / Bücher 16 European journal of marketing : EJM 15 Journal of retailing 15 Journal of service research 15 Journal of service management 14 Managing service quality : MSQ ; an international journal 14 Journal of hospitality & tourism research : JHTR ; the professional journal of the Council on Hotel, Restaurant, and Institutional Education 13 Services marketing quarterly 13 Journal of air transport management 12 Journal of consumer behaviour : an international research review 12 Journal of marketing 12 Marketing letters : a journal of research in marketing 12 International journal of consumer studies 11 Journal of marketing management : MM 10 Journal of service theory and practice 10 Ilmenauer Schriften zur Betriebswirtschaftslehre 9 International journal of quality and service sciences 9 Journal of service theory and practice : JSTP 9 Tourism management : research, policies, practice 9 Asia Pacific journal of marketing and logistics 8 Business horizons 8 Erfolgreiches Beschwerdemanagement : Wege zu Prozessverbesserungen und Kundenzufriedenheit 8 International journal of production economics 8 Journal of strategic marketing 8 Journal of travel and tourism marketing 8 Marketing intelligence & planning 8 Cogent business & management 7 Reihe: Wissenschaftliche Arbeitspapiere / W / Institut für Marktorientierte Unternehmensführung, Universität Mannheim 7 Total quality management & business excellence : an official journal of the European Society for Organisational Excellence 7
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Source
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ECONIS (ZBW) 1,658 USB Cologne (EcoSocSci) 31 EconStor 2 RePEc 1
Showing 81 - 90 of 1,692
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Call it robot : anthropomorphic framing and failure of self-service technologies
Barone, Ada Maria; Stagno, Emanuela; Donato, Carmela - In: The journal of services marketing 38 (2024) 3, pp. 272-287
Persistent link: https://www.econbiz.de/10014515617
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Toward a framework for perceived yuanfen in the accommodation service encounter : a grounded theory study
Tang, Xiangjie; Fong, Lawrence Hoc Nang; So, Amy Siu Ian - In: International journal of contemporary hospitality management 36 (2024) 1, pp. 155-181
Persistent link: https://www.econbiz.de/10014483406
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Consumer complaints management in the digital era
Bayır, Talha; Bozyiğit, Sezen - In: Digital business and optimizing operating strategies, (pp. 57-90). 2024
Persistent link: https://www.econbiz.de/10014485530
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Addressing illegal workplace discrimination and the interactions that lead to complaints in healthcare organizations
Burrell, Darrell Norman; Huff, Allison J.; Crowe, Margaret - In: Leadership strategies for effective diversity management, (pp. 124-149). 2024
Persistent link: https://www.econbiz.de/10014487538
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Service mega-disruptions : a conceptual model and research agenda
Vredenburg, Jessica; Kapitan, Sommer; Jang, Sharon - In: The journal of services marketing 38 (2024) 1, pp. 131-144
Persistent link: https://www.econbiz.de/10014473598
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Other customers' service failure and recovery encounters : a qualitative exploration
Gupta, Niharika; Verma, Harsh V. - In: Asia-Pacific journal of business administration 16 (2024) 1, pp. 148-169
Persistent link: https://www.econbiz.de/10014455620
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Analytics-driven complaint prioritisation via deep learning and multicriteria decision-making
Vairetti, Carla; Aránguiz, Ignacio; Maldonado, Sebastián - In: European journal of operational research : EJOR 312 (2024) 3, pp. 1108-1118
Persistent link: https://www.econbiz.de/10014456470
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Customers' intention to compliment and complain via AI-enabled platforms : a self-disclosure perspective
Cai, Ruiying; Wang, Yao-Chin; Sun, Jie - In: International journal of hospitality management 116 (2024), pp. 1-12
Persistent link: https://www.econbiz.de/10014457799
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Understanding customers' insights using attribution theory
Sann, Raksmey; Lai, Pei-Chun; Liaw, Shu-Yi; Chen, Chi-Ting - In: Bringing the Soul Back to Marketing : Proceedings of …, (pp. 20-28). 2024
Persistent link: https://www.econbiz.de/10014501014
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Mindestanforderungen an das Beschwerdemanagement
Achtelik, Olaf Christoph; Kunze, Christoph - Bundesverband der Deutschen Volksbanken und Raiffeisenbanken - 2024 - 1. Auflage, Redaktionsstand: August 2023
das Kundenbindungsmanagement zunehmend an Bedeutung. Mit einem erfolgreichen Beschwerdemanagement kann die Loyalität der …
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Persistent link: https://www.econbiz.de/10014438587
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