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Consumer anger: a label in sea...
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Consumer behaviour
284
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Beziehungsmarketing
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Customer satisfaction
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Grewal, Dhruv
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3
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3
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Journal of the Academy of Marketing Science
Journal of business research : JBR
2,301
Journal of retailing and consumer services
2,103
International journal of hospitality management
1,078
International journal of consumer studies
781
NBER working paper series
726
Psychology & marketing
722
Working paper / National Bureau of Economic Research, Inc.
638
Journal of consumer research : JCR ; an interdisciplinary bimonthly
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566
Tourism management : research, policies, practice
515
The service industries journal
501
SpringerLink / Bücher
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European Journal of Marketing
486
Asia Pacific journal of marketing and logistics
444
Journal of travel and tourism marketing
435
Journal of Consumer Marketing
415
Management science : journal of the Institute for Operations Research and the Management Sciences
409
The journal of services marketing
407
The journal of product & brand management
404
Journal of Services Marketing
396
European journal of marketing : EJM
395
Journal of marketing research : JMR
392
International journal of contemporary hospitality management
390
Cogent business & management
385
The journal of brand management : an international journal
375
Journal of business ethics : JOBE
371
Journal of marketing management : MM
365
Journal of consumer psychology : JCP : the official journal of the Society for Consumer Psychology
351
Journal of retailing
349
Journal of marketing
346
Journal of hospitality marketing & management
344
Journal of international consumer marketing
332
Journal of consumer behaviour : an international research review
327
Marketing letters : a journal of research in marketing
325
Journal of travel research : a quarterly publication of the Travel and Tourism Research Association
322
International journal of research in marketing : IJRM ; official journal of the European Marketing Academy
317
Journal of marketing communications
315
International journal of retail & distribution management
310
International Journal of Retail & Distribution Management
308
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ECONIS (ZBW)
353
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1
Don't try harder : using customer inoculation to build resistance against service failures
Mikolon, Sven
;
Quaiser, Benjamin
;
Wieseke, Jan
- In:
Journal of the Academy of Marketing Science
43
(
2015
)
4
,
pp. 512-527
Persistent link: https://www.econbiz.de/10011306301
Saved in:
2
How can firms stop customer revenge? : the effects of direct and indirect revenge on post-complaint responses
Grégoire, Yany
;
Ghadami, Fateme
;
Laporte, Sandra
; …
- In:
Journal of the Academy of Marketing Science
46
(
2018
)
6
,
pp. 1052-1071
Persistent link: https://www.econbiz.de/10011951624
Saved in:
3
Unveiling the recovery time zone of tolerance : when time matters in service recovery
Hogreve, Jens
;
Bilstein, Nicola
;
Mandl, Leonhard
- In:
Journal of the Academy of Marketing Science
45
(
2017
)
6
,
pp. 866-883
Persistent link: https://www.econbiz.de/10011779540
Saved in:
4
A comprehensive model of customer direct and indirect revenge : understanding the effects of perceived greed and customer power
Grégoire, Yany
;
Laufer, Daniel
;
Tripp, Thomas M.
- In:
Journal of the Academy of Marketing Science
38
(
2010
)
6
,
pp. 738-758
Persistent link: https://www.econbiz.de/10008779087
Saved in:
5
The dark side of customer co-creation : exploring the consequences of failed co-created services
Heidenreich, Sven
;
Wittkowski, Kristina
;
Handrich, Matthias
- In:
Journal of the Academy of Marketing Science
43
(
2015
)
3
,
pp. 279-296
Persistent link: https://www.econbiz.de/10011287133
Saved in:
6
One firm’s loss is another’s gain : capitalizing on other firms’ service failures
Allen, Alexis M.
;
Brady, Michael K.
;
Robinson, Stacey G.
; …
- In:
Journal of the Academy of Marketing Science
43
(
2015
)
5
,
pp. 648-662
Persistent link: https://www.econbiz.de/10011340264
Saved in:
7
A systematic review of brand transgression, service failure recovery and product-harm crisis : integration and guiding insights
Khamitov, Mansur
;
Grégoire, Yany
;
Suri, Anshu
- In:
Journal of the Academy of Marketing Science
48
(
2020
)
3
,
pp. 519-542
Persistent link: https://www.econbiz.de/10012290970
Saved in:
8
Anger
, frustration, and helplessness after service failure : coping strategies and effective informational support
Gelbrich, Katja
- In:
Journal of the Academy of Marketing Science
38
(
2010
)
5
,
pp. 567-585
Persistent link: https://www.econbiz.de/10008746853
Saved in:
9
A meta-analysis of satisfaction with complaint handling in services
Orsingher, Chiara
;
Valentini, Sara
;
de Angelis, Matteo
- In:
Journal of the Academy of Marketing Science
38
(
2010
)
2
,
pp. 169-186
Persistent link: https://www.econbiz.de/10003980471
Saved in:
10
Don't just fix it, make it better! : using frontline service employees to improve recovery performance
Heijden, Gielis A. H. van der
;
Schepers, Jeroen J. L.
; …
- In:
Journal of the Academy of Marketing Science
41
(
2013
)
5
,
pp. 515-530
Persistent link: https://www.econbiz.de/10010126691
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