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Search: subject:"Consumer complaints"
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Beschwerdemanagement
1,644
Complaint management
1,643
Service quality
809
Dienstleistungsqualität
808
Kundenzufriedenheit
777
Customer satisfaction
776
Beziehungsmarketing
718
Relationship marketing
718
Consumer behaviour
651
Konsumentenverhalten
651
Customer service
353
Kundenservice
353
Service recovery
159
Emotion
146
Service failure
142
Viral marketing
110
Virales Marketing
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service recovery
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Social Web
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Social web
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Deutschland
92
Justice
91
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90
service failure
89
Germany
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84
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82
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Theory
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Online retailing
71
Online-Handel
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Mobile communications
69
Mobilkommunikation
69
Reklamation
66
Einzelhandel
53
Retail trade
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50
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50
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Mattila, Anna S.
24
Stauss, Bernd
20
Gelbrich, Katja
17
Roschk, Holger
17
Grégoire, Yany
16
Homburg, Christian
13
Fürst, Andreas
12
Jang, Soocheong
10
Van Vaerenbergh, Yves
10
Gruber, Thorsten
9
Seidel, Wolfgang
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
Brock, Christian
7
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
Tripp, Thomas M.
6
Walsh, Gianfranco
6
Wan, Lisa C.
6
Weber, Karin
6
Zaugg, Alexandra Daniela
6
Amegashie, J. Atsu
5
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World Trade Organization
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2
Springer Fachmedien Wiesbaden
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UNIVERSIDAD DEL ROSARIO
2
Books on Demand GmbH <Norderstedt>
1
Bundesverband der Deutschen Volksbanken und Raiffeisenbanken
1
CAMPUS 02 - Fachhochschule der Wirtschaft / FH-Bachelorstudiengang Marketing & Sales
1
CESifo
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
Federal Reserve Bank of Philadelphia
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
Networks Financial Institute, Scott College of Business
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
Volkswirtschaftliche Fakultät, Ludwig-Maximilians-Universität München
1
Westfälische Wilhelms-Universität Münster
1
World Bank
1
World Bank Group
1
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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
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
SpringerLink / Bücher
12
International journal of consumer studies
11
Journal of marketing management : MM
10
Journal of service theory and practice
10
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
Ilmenauer Schriften zur Betriebswirtschaftslehre
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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ECONIS (ZBW)
1,643
RePEc
12
EconStor
4
Other ZBW resources
1
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91
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91
Why some call the "worst" what most consider the "best"? : an analysis of tourist complaints at the wonders of the world
Mellinas, Juan Pedro
;
Martin-Fuentes, Eva
; …
- In:
Journal of hospitality and tourism insights
7
(
2024
)
4
,
pp. 2014-2032
Persistent link: https://www.econbiz.de/10015053190
Saved in:
92
Factors influencing tourists' behavioural intentions towards beach destinations : the mediating roles of destination experience and destination satisfaction
Al Karim, Rashed
;
Md Karim Rabiul
;
Arfat, Sayed Mohammed
- In:
Journal of hospitality and tourism insights
7
(
2024
)
4
,
pp. 2033-2054
Persistent link: https://www.econbiz.de/10015053191
Saved in:
93
Brand recovery after crisis : the interplay of relationship norms and types of brand apology in consumer responses to recovery efforts
Lee, SoYoung
;
Kim, Taemin
- In:
Journal of marketing communications
30
(
2024
)
6
,
pp. 637-659
Persistent link: https://www.econbiz.de/10015052731
Saved in:
94
"Give me an upgrade or I will give you a bad review!" : investigating customer threats in the hospitality industry
Boukis, Achilleas
;
Harris, Lloyd C.
;
Koritos, Christos D.
- In:
Tourism management : research, policies, practice
104
(
2024
),
pp. 1-11
Persistent link: https://www.econbiz.de/10015052203
Saved in:
95
Identification and modelling of factors influencing service recovery
Singh, Munish Pal
;
Shama, Satyendra Kumar
;
Chanda, Udayan
- In:
International journal of services and operations …
47
(
2024
)
4
,
pp. 496-514
Persistent link: https://www.econbiz.de/10015065120
Saved in:
96
It takes two to empower : customer responses to empowerment recovery in the context of robot service failure
Yu, Jing
;
Liu, Xiaoming
;
He, Mang
;
Huang, Liman (Mandy)
; …
- In:
International journal of hospitality management
120
(
2024
),
pp. 1-11
Persistent link: https://www.econbiz.de/10015071094
Saved in:
97
Effects of third-party observer empathy when viewing interactions between robots and customers : the moderating role of robot eeriness
Sheng, Xiaojing
;
Murray, Ross
;
Ketron, Seth C.
;
Felix, Reto
- In:
International journal of hospitality management
119
(
2024
),
pp. 1-11
Persistent link: https://www.econbiz.de/10015070773
Saved in:
98
Enhancing service recovery satisfaction with chatbots : the role of humor and informal language
Shams, Ghazal
;
Kim, Kawon Kathy
;
Kim, Kaeun
- In:
International journal of hospitality management
120
(
2024
),
pp. 1-14
Persistent link: https://www.econbiz.de/10015071175
Saved in:
99
Indian consumers' tendency to exit amidst a complaint : a SEM approach
Kumar, Amit
;
Kaur, Anupriya
- In:
International journal of management practice : IJMP
17
(
2024
)
1
,
pp. 19-50
Persistent link: https://www.econbiz.de/10015067074
Saved in:
100
How do consumer-to-consumer interactions affect bystanders on corporate social media (CSM)? : (in)civility in advocates' responses and complainant-bystander psychological distance
Huang, Ran
;
Ha, Sejin
- In:
The service industries journal
44
(
2024
)
11/12
,
pp. 789-812
Persistent link: https://www.econbiz.de/10015050128
Saved in:
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