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Search: subject:"Service failures"
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Service failures
102
Customer satisfaction
39
Dienstleistungsqualität
31
Service quality
31
Consumer behaviour
30
Beschwerdemanagement
23
Complaint management
23
Kundenzufriedenheit
23
Konsumentenverhalten
19
Relationship marketing
17
Service recovery
17
Beziehungsmarketing
14
Complaints
14
Customer service
14
Kundenservice
14
service failures
9
Customer service management
8
Service improvements
8
Customer services quality
7
Critical incident technique
6
Justice
5
Airline
4
Customer loyalty
4
Customers
4
Dienstleistungssektor
4
Fluggesellschaft
4
Gender
4
Service industry
4
Trust
4
Banking
3
Brand management
3
Communication
3
Compensation
3
Culture
3
Customer relations
3
Emotion
3
Quality
3
Restaurants
3
Robot
3
Roboter
3
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Undetermined
104
Free
3
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Article
115
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research-article
61
Article in journal
34
Aufsatz in Zeitschrift
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conceptual-paper
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review-article
2
viewpoint
2
case-report
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review
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English
109
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6
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Elliott, Dominic
6
Hoffman, K. Douglas
5
Mattila, Anna S.
5
Kelley, Scott W.
4
Sparks, Beverley
3
Abney, Alexandra K.
2
Aguilar-Rojas, Oscar
2
Andreau, Luisa
2
Beatty, Sharon E.
2
Berman, Barry
2
Chung‐Herrera, Beth G.
2
Dens, Nathalie
2
Dollery, Brian
2
Eser, Zeliha
2
Fandos-Herrera, Carmina
2
Forbes, Lukas P.
2
Ford, Toni-Rochelle S.
2
Girard, Tulay
2
Gliatis, Vassilis
2
Golmohammadi, Davood
2
Hanks, Lydia
2
Hawariat, Hailemichael W.
2
Huang, Minxue
2
Iglesias, Víctor
2
Jang, Soocheong
2
Johnston, Robert
2
Kim, Jong-Hyeong
2
Mathur, Anil
2
Michel, Stefan
2
Minis, Ioannis
2
Pelletier, Mark J.
2
Pinar, Musa
2
Purnawirawan, Nathalia
2
Rotalsky, Holly M.
2
Trapp, Paul
2
Tsarenko, Yelena
2
Varela‐Neira, Concepción
2
Vázquez‐Casielles, Rodolfo
2
Wallis, Joe
2
Wang, Sijun
2
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Journal of Services Marketing
34
International Journal of Contemporary Hospitality Management
8
Journal of Service Management
5
The journal of services marketing
5
European Journal of Marketing
4
International Journal of Bank Marketing
4
International Journal of Operations & Production Management
4
International journal of contemporary hospitality management
4
International Journal of Quality & Reliability Management
3
African Journal of Economic and Management Studies
2
International Journal of Social Economics
2
Journal of business research : JBR
2
Journal of service management
2
Journal of travel and tourism marketing
2
Psychology & marketing
2
Service business
2
Business Horizons
1
Business Process Management Journal
1
Business Strategy Series
1
Business horizons
1
Consumer behavior review : CBR
1
Global Business Review
1
IEEE transactions on engineering management : EM
1
Industrial Management & Data Systems
1
International Journal of Applied Industrial Engineering (IJAIE)
1
International Journal of Retail & Distribution Management
1
International journal of hospitality management
1
International journal of quality & reliability management
1
International journal of retail & distribution management
1
Journal of Business Research
1
Journal of Consumer Marketing
1
Journal of Corporate Real Estate
1
Journal of Global Business and Economics
1
Journal of Health Organization and Management
1
Journal of International Education in Business
1
Journal of consumer marketing
1
Journal of hospitality marketing & management
1
Journal of operations management
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
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Other ZBW resources
75
ECONIS (ZBW)
34
RePEc
6
Showing
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115
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date (oldest first)
1
Customer comfort during service robot interactions
Becker, Marc
;
Mahr, Dominik
;
Odekerken-Schröder, Gaby
- In:
Service business
17
(
2023
)
1
,
pp. 137-165
Persistent link: https://www.econbiz.de/10014282882
Saved in:
2
Consumers' complaints : causal attribution and moral emotions in
service
failures
Neves, Lude Marieta Gonçalves dos Santos
;
Iglesias, Fabio
- In:
Consumer behavior review : CBR
6
(
2022
)
1
,
pp. 1-12
Persistent link: https://www.econbiz.de/10012886158
Saved in:
3
Revisiting power messaging in
service
failures
: pitfalls and proposed solutions
Antonetti, Paolo
;
Crisafulli, Benedetta
- In:
Psychology & marketing
39
(
2022
)
11
,
pp. 2072-2095
Persistent link: https://www.econbiz.de/10013465145
Saved in:
4
The blame shift : robot
service
failures
hold service firms more accountable
Ryoo, Yuhosua
;
Jeon, Yongwoog
;
Kim, WooJin
- In:
Journal of business research : JBR
171
(
2024
),
pp. 1-14
Persistent link: https://www.econbiz.de/10014535999
Saved in:
5
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:
6
Mitigating immediate and lagged effects of customer mistreatment on service failure and sabotage : critical roles of service recovery behaviors
Wang, I-An
;
Chen, Pei-Chi
;
Chi, Nai-Wen
- In:
Journal of business research : JBR
154
(
2023
),
pp. 1-17
Persistent link: https://www.econbiz.de/10013468630
Saved in:
7
Does social class matter in recovering self-service technology failures?
Kim, Heewon
;
Jang, Soocheong
- In:
International journal of contemporary hospitality management
34
(
2022
)
3
,
pp. 1135-1153
Persistent link: https://www.econbiz.de/10013164531
Saved in:
8
Mitigating the negative effects of service failure through customer identification
Song, Jiaqi
;
Huang, Jiexian
;
Jiang, Yuwei
- In:
Psychology & marketing
39
(
2022
)
4
,
pp. 715-725
Persistent link: https://www.econbiz.de/10013165429
Saved in:
9
Consumer complaining behavior in hospitality management
Tosun, Petek
;
Sezgin, Selime
;
Uray, Nimet
- In:
Journal of hospitality marketing & management
31
(
2022
)
2
,
pp. 247-264
Persistent link: https://www.econbiz.de/10012821095
Saved in:
10
Keep fighting or give up? : an investigation of consumer regret over repetitive failures in weight loss services
Liu, Yi-Fen
;
Ling, I-Ling
- In:
The journal of services marketing
36
(
2022
)
1
,
pp. 29-43
Persistent link: https://www.econbiz.de/10012798380
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