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Recovery strategies for servic...
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Beziehungsmarketing
117
Relationship marketing
117
Consumer behaviour
61
Dienstleistungsqualität
61
Konsumentenverhalten
61
Service quality
61
Customer satisfaction
53
Kundenzufriedenheit
53
Beschwerdemanagement
31
Complaint management
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Viral marketing
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Virales Marketing
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service recovery
10
Salespeople
9
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9
Lieferantenmanagement
8
Supplier relationship management
8
service failure
8
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Eisingerich, Andreas B
5
Beatty, Sharon E.
4
Bolton, Ruth N.
4
Brodie, Roderick J.
4
McColl-Kennedy, Janet R.
4
Sesé, F. Javier
4
Thompson, Gary M.
4
Wangenheim, Florian von
4
Auh, Seigyoung
3
Doorn, Jenny van
3
Gelbrich, Katja
3
Hollebeek, Linda D.
3
Kwortnik, Robert J.
3
Lemon, Katherine N.
3
Parasuraman, A.
3
Polo-Redondo, Yolanda
3
Rafaeli, Anat
3
Ruyter, Ko de
3
Smith, Jeffery S.
3
Tsarenko, Yelena
3
Verhoef, Peter C.
3
Walsh, Gianfranco
3
Wieseke, Jan
3
Aksoy, Lerzan
2
Bell, Simon J.
2
Benoit, Sabine
2
Brady, Michael K.
2
Cho, Yun Kyung
2
Danaher, Peter J.
2
Dong, Beibei
2
Eggert, Andreas
2
Evans, Kenneth R.
2
Evanschitzky, Heiner
2
Fisk, Raymond P.
2
Flynn, Andrea Godfrey
2
Garnefeld, Ina
2
Gong, Taeshik
2
Gremler, Dwayne D.
2
Harrison, Mary P.
2
Haws, Kelly L.
2
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Journal of service research : JSR
International journal of hospitality management
1,105
Journal of business research : JBR
720
Journal of retailing and consumer services
631
International journal of contemporary hospitality management
469
Industrial marketing management : the international journal for industrial and high-tech firms
418
SpringerLink / Bücher
326
The journal of services marketing
263
The service industries journal
251
Tourism management : research, policies, practice
242
Journal of hospitality marketing & management
240
Journal of hospitality & tourism research : JHTR ; the professional journal of the Council on Hotel, Restaurant, and Institutional Education
224
The journal of business & industrial marketing
217
Journal of the Academy of Marketing Science
185
Journal of strategic marketing
180
Journal of travel and tourism marketing
172
International journal of electronic customer relationship management : IJECRM
154
Journal of service management
149
Journal of marketing
129
Asia Pacific journal of marketing and logistics
123
Psychology & marketing
122
Journal of retailing
119
Cogent business & management
118
Marketing intelligence & planning
114
Gabler Edition Wissenschaft
113
Service business
112
The journal of product & brand management
112
European journal of marketing : EJM
111
Services marketing quarterly
111
European Journal of Marketing
108
The journal of brand management : an international journal
108
Journal of Business & Industrial Marketing
105
Journal of relationship marketing : innovations & enhancements for customer service, relations & satisfaction
104
Journal of hospitality and tourism insights
103
Total quality management & business excellence : an official journal of the European Society for Organisational Excellence
101
Tourism economics : the business and finance of tourism and recreation
93
Tourism management perspectives : TMP
93
Journal of marketing management : MM
89
The international journal of bank marketing : IJBM
86
Springer eBook Collection / Business and Economics
83
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ECONIS (ZBW)
151
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1
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151
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1
Employees' willingness to report service complaints
Luria, Gil
;
Gal, Iddo
;
Yagil, Dana
- In:
Journal of service research : JSR
12
(
2009/10
)
2
,
pp. 156-174
Persistent link: https://www.econbiz.de/10003901029
Saved in:
2
Pooling restaurant reservations to increase service efficiency
Thompson, Gary M.
;
Kwortnik, Robert J.
- In:
Journal of service research : JSR
10
(
2007/08
)
4
,
pp. 335-346
Persistent link: https://www.econbiz.de/10003705714
Saved in:
3
Dibs! : customer territorial behaviors
Griffiths, Merlyn A.
;
Gilly, Mary C.
- In:
Journal of service research : JSR
15
(
2012
)
2
,
pp. 131-149
Persistent link: https://www.econbiz.de/10009548677
Saved in:
4
Cherry-picking customers by party size in restaurants
Thompson, Gary M.
- In:
Journal of service research : JSR
14
(
2011
)
2
,
pp. 201-213
Persistent link: https://www.econbiz.de/10009266741
Saved in:
5
A meta-analysis of organizational complaint handling and customer responses
Gelbrich, Katja
;
Roschk, Holger
- In:
Journal of service research : JSR
14
(
2011
)
1
,
pp. 24-43
Persistent link: https://www.econbiz.de/10008826888
Saved in:
6
The impact of process recovery communication on customer satisfaction, repurchase intentions, and word-of-mouth intentions
Van Vaerenbergh, Yves
;
Larivière, Bart
;
Vermeir, Iris
- In:
Journal of service research : JSR
15
(
2012
)
3
,
pp. 262-279
Persistent link: https://www.econbiz.de/10009578293
Saved in:
7
Will you tolerate this? : the impact of affective commitment on complaint intention and postrecovery behavior
Evanschitzky, Heiner
;
Brock, Christian
;
Blut, Markus
- In:
Journal of service research : JSR
14
(
2011
)
4
,
pp. 410-425
Persistent link: https://www.econbiz.de/10009491362
Saved in:
8
Service recovery via social media : the social influence effects of virtual presence
Schaefers, Tobias
;
Schamari, Julia
- In:
Journal of service research : JSR
19
(
2016
)
2
,
pp. 192-208
Persistent link: https://www.econbiz.de/10011485442
Saved in:
9
Trust recovery following a double deviation
Basso, Kenny
;
Santos, Cristiane Pizzutti dos
- In:
Journal of service research : JSR
19
(
2016
)
2
,
pp. 209-223
Persistent link: https://www.econbiz.de/10011485447
Saved in:
10
Quantifying the dynamic effects of service recovery on customer satisfaction : evidence from Chinese mobile phone markets
Fang, Zheng
;
Luo, Xueming
;
Jiang, Minghua
- In:
Journal of service research : JSR
16
(
2013
)
3
,
pp. 341-355
Persistent link: https://www.econbiz.de/10009782132
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