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~isPartOf:"Journal of business research : JBR"
~subject:"Complaint management"
~subject:"Social web"
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Complaint management
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Customer satisfaction
301
Kundenzufriedenheit
300
Bibliometrics
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Bibliometrie
286
Consumer behaviour
224
Konsumentenverhalten
224
Relationship marketing
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Service quality
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Balaji, M. S.
3
Chebat, Jean-Charles
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Grégoire, Yany
2
Gäthke, Jana
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Huang, Minxue
2
Hutzinger, Clemens
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Krishnan, Balaji C.
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Journal of business research : JBR
Journal of retailing and consumer services
60
International journal of hospitality management
53
The journal of services marketing
35
Journal of hospitality marketing & management
28
Service business
28
International journal of contemporary hospitality management
22
Journal of service research : JSR
21
Journal of travel and tourism marketing
20
The service industries journal
20
Psychology & marketing
18
Industrial marketing management : the international journal for industrial and high-tech firms
15
Technological forecasting & social change : an international journal
15
Journal of marketing management : MM
13
Journal of service management
13
Journal of the Academy of Marketing Science
13
International journal of business information systems : IJBIS
12
Journal of hospitality & tourism research : JHTR ; the professional journal of the Council on Hotel, Restaurant, and Institutional Education
12
Journal of retailing
12
Journal of service research
12
Asia Pacific journal of marketing and logistics
11
Cogent business & management
11
Journal of air transport management
11
Journal of hospitality and tourism insights
11
Journal of strategic marketing
11
Marketing letters : a journal of research in marketing
11
Services marketing quarterly
11
Tourism management : research, policies, practice
11
European journal of marketing : EJM
10
Information & management : the internat. journal of management processes and systems ; journal of IFIP Users Group
10
International journal of quality and service sciences
10
Marketing intelligence & planning
10
Tourism management perspectives : TMP
10
Business horizons
9
Journal of internet commerce
9
Journal of service theory and practice
9
International journal of internet marketing and advertising : IJIMA
8
Journal of consumer behaviour : an international research review
8
Journal of travel research : a quarterly publication of the Travel and Tourism Research Association
8
Managing service quality : MSQ ; an international journal
8
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ECONIS (ZBW)
77
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1
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:
2
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:
3
Engaging the avatar : the effects of authenticity signals during chat-based service recoveries
Esmark Jones, Carol L.
;
Hancock, Tyler
;
Kazandjian, Brett
; …
- In:
Journal of business research : JBR
144
(
2022
),
pp. 703-716
Persistent link: https://www.econbiz.de/10013185032
Saved in:
4
The effects of social justice and stigma-consciousness on gay customers' service recovery evaluation
Ro, Heejung
;
Olson, Eric
- In:
Journal of business research : JBR
67
(
2014
)
6
,
pp. 1162-1169
Persistent link: https://www.econbiz.de/10010365163
Saved in:
5
Discount reference moderates customers' reactions to discount frames after online service failure
Sharifi, Seyed Shahin
;
Aghazadeh, Hashem
- In:
Journal of business research : JBR
69
(
2016
)
10
,
pp. 4074-4080
Persistent link: https://www.econbiz.de/10011553910
Saved in:
6
The road to recovery : overcoming service failures through positive emotions
Lastner, Matthew M.
;
Folse, Judith Anne Garretson
; …
- In:
Journal of business research : JBR
69
(
2016
)
10
,
pp. 4278-4286
Persistent link: https://www.econbiz.de/10011554157
Saved in:
7
Co-creation of online service recoveries and its effects on complaint bystanders
Hutzinger, Clemens
;
Weitzl, Wolfgang
- In:
Journal of business research : JBR
130
(
2021
),
pp. 525-538
Persistent link: https://www.econbiz.de/10012544868
Saved in:
8
Service failure and recovery in B2B markets : a morphological analysis
Baliga, Ashwin J.
;
Chawla, Vaibhav
;
Sunder M., Vijaya
; …
- In:
Journal of business research : JBR
131
(
2021
),
pp. 763-781
Persistent link: https://www.econbiz.de/10012545044
Saved in:
9
No laughing matter, or a secret weapon? : exploring the effect of humor in service failure situations
Kobel, Sarah
;
Gröppel-Klein, Andrea
- In:
Journal of business research : JBR
132
(
2021
),
pp. 260-269
Persistent link: https://www.econbiz.de/10012581605
Saved in:
10
The effect of the valence of forgiveness to service recovery strategies and service outcomes in food delivery apps
Kaur, Puneet
;
Talwar, Shalini
;
Islam, Nazrul
;
Salo, Jari
; …
- In:
Journal of business research : JBR
147
(
2022
),
pp. 142-157
Persistent link: https://www.econbiz.de/10013271481
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