//--> //--> //--> //-->
Toggle navigation
Logout
Change account settings
EN
DE
ES
FR
A-Z
Beta
About EconBiz
News
Thesaurus (STW)
Research Skills
Help
EN
DE
ES
FR
My account
Logout
Change account settings
Login
Publications
Events
Your search terms
Search
Retain my current filters
~isPartOf:"The journal of services marketing"
Search options
All Fields
Title
Exact title
Subject
Author
Institution
ISBN/ISSN
Published in...
Publisher
Open Access only
Advanced
Search history
My EconBiz
Favorites
Loans
Reservations
Fines
You are here:
Home
Consumers' Complaints, the Nat...
Similar by subject
Narrow search
Delete all filters
| 1 applied filter
Year of publication
From:
To:
Subject
All
Beschwerdemanagement
43
Complaint management
43
Dienstleistungsqualität
30
Service quality
30
Customer satisfaction
27
Kundenzufriedenheit
27
Consumer behaviour
20
Konsumentenverhalten
20
Beziehungsmarketing
19
Relationship marketing
19
Customer service
15
Kundenservice
15
Service recovery
8
Service failure
7
USA
6
United States
6
Dienstleistungssektor
4
Emotion
4
Selbstbedienung
4
Self-service
4
Service failures
4
Service industry
4
Dienstleistungsmarketing
3
Self-service technology
3
Services marketing
3
Social Web
3
Social web
3
Airline
2
Customer experience
2
Customer forgiveness
2
Dienstleistung
2
Dienstleistungsmanagement
2
Ethnic group
2
Ethnische Gruppe
2
Fluggesellschaft
2
Gastronomie
2
Gerechtigkeit
2
Hotel industry
2
Hotellerie
2
Justice
2
more ...
less ...
Online availability
All
Undetermined
14
Type of publication
All
Article
43
Type of publication (narrower categories)
All
Article in journal
43
Aufsatz in Zeitschrift
43
Language
All
English
43
Author
All
Mattila, Anna S.
3
Hoffman, K. Douglas
2
Matos, Celso Augusto de
2
Svari, Sander
2
Svensson, Göran
2
Abney, Alexandra K.
1
Allred, Chad R.
1
Ashill, Nicholas J.
1
Baker, Thomas
1
Bambauer-Sachse, Silke
1
Barone, Ada Maria
1
Beatty, Sharon E.
1
Bedi, Akanksha
1
Bejou, David
1
Berenguer Contrí, Gloria
1
Bone, Paula Fitzgerald
1
Bradley, Graham
1
Brady, Michael K.
1
Breazeale, Michael
1
Carruthers, Janet
1
Cesmeci, Caner
1
Chelminski, Piotr
1
Choi, Beom Joon
1
Chou, En-Yi
1
Chung-Herrera, Beth G.
1
Collier, Joel E.
1
Comai, Alessandro
1
Cook, Laurel Aynne
1
Coulter, Robin A.
1
Cowart, Kelly O.
1
De Meyer, Christine F.
1
Donato, Carmela
1
Edvardsson, Bo
1
Fan, Alei
1
Ford, Toni-Rochelle S.
1
Fuentes Blasco, María
1
Gil Saura, Irene
1
Gonzalez, Gabriel R.
1
Harrison-Walker, L. Jean
1
Henrique, Jorge Luiz
1
more ...
less ...
Published in...
All
The journal of services marketing
IZA Discussion Papers
382
Discussion paper series / IZA
262
IZA Discussion Paper
233
MPRA Paper
213
CESifo Working Paper
184
NBER Working Papers
143
CESifo working papers
137
CESifo Working Paper Series
119
CEPR Discussion Papers
92
Journal of business research : JBR
72
Working Paper
61
International journal of hospitality management
55
Working paper
49
Preprints of the Max Planck Institute for Research on Collective Goods
48
Journal of retailing and consumer services
43
NBER working paper series
39
Texto para Discussão
38
AGDI Working Paper
37
AGDI working paper
37
Texto para discussão / Instituto de Pesquisa Econômica Aplicada
36
Journal of hospitality marketing & management
31
Journal of service research : JSR
31
ZEW Discussion Papers
31
Documento CEDE
30
The service industries journal
27
CREMA Working Paper
26
CREMA Working Paper Series
26
Discussion Papers in Economics
25
Journal of Institutional and Theoretical Economics (JITE)
25
Discussion Papers
24
Working Paper Series of the Max Planck Institute for Research on Collective Goods
23
International Review of Law and Economics
22
American Economic Review
21
Economics Papers from University Paris Dauphine
21
Journal of Economic Behavior & Organization
21
Nota di Lavoro
21
Working papers / Department of Economics, University of Connecticut
21
IDB Working Paper Series
20
International journal of contemporary hospitality management
20
more ...
less ...
Source
All
ECONIS (ZBW)
43
Showing
1
-
10
of
43
Sort
relevance
articles prioritized
date (newest first)
date (oldest first)
1
When demographic differences exist: an analysis of service failure and recovery among diverse participants
Chung-Herrera, Beth G.
;
Gonzalez, Gabriel R.
;
Hoffman, …
- In:
The journal of services marketing
24
(
2010
)
2/3
,
pp. 128-141
Persistent link: https://www.econbiz.de/10003990883
Saved in:
2
The service hand-off: effects of multivendor service performance on customer satisfaction : an experimental study
Allred, Chad R.
;
Money, R. Bruce
- In:
The journal of services marketing
24
(
2010
)
2/3
,
pp. 183-195
Persistent link: https://www.econbiz.de/10003990917
Saved in:
3
Consumer reaction to service failure and recovery : the moderating role of attitude toward complaining
Matos, Celso Augusto de
;
Rossi, Carlos Alberto Vargas
; …
- In:
The journal of services marketing
23
(
2009
)
7
,
pp. 462-475
Persistent link: https://www.econbiz.de/10009525711
Saved in:
4
Betrayal? : relationship quality implications in service recovery
Holloway, Betsy Bugg
;
Wang, Sijun
;
Beatty, Sharon E.
- In:
The journal of services marketing
23
(
2009
)
6
,
pp. 385-396
Persistent link: https://www.econbiz.de/10009525724
Saved in:
5
Job resourcefulness, symptoms of burnout and service recovery performance : an examination of call centre frontline employees
Ashill, Nicholas J.
;
Rod, Michel
;
Thirkell, Peter
; …
- In:
The journal of services marketing
23
(
2009
)
5
,
pp. 338-350
Persistent link: https://www.econbiz.de/10009525730
Saved in:
6
Foreign or domestic : who provides better customer service?
Poddar, Amit
;
Ozcan, Timucin
;
Madupalli, Ramana Kumar
- In:
The journal of services marketing
29
(
2015
)
2
,
pp. 124-136
Persistent link: https://www.econbiz.de/10011343386
Saved in:
7
Overcompensating for severe service failure : perceived fairness and effect on negative word-of-mouth intent
Noone, Breffni M.
- In:
The journal of services marketing
26
(
2012
)
5
,
pp. 342-351
Persistent link: https://www.econbiz.de/10009629143
Saved in:
8
The impact of corporate social responsibility (CSR) and customer trust on the restoration of loyalty after service failure and recovery
Choi, Beom Joon
;
La, Suna
- In:
The journal of services marketing
27
(
2013
)
3
,
pp. 223-233
Persistent link: https://www.econbiz.de/10009761808
Saved in:
9
Customer reactions to service failure and recovery in the banking industry : the influence of switching costs
Matos, Celso Augusto de
;
Henrique, Jorge Luiz
;
Rosa, …
- In:
The journal of services marketing
27
(
2013
)
7
,
pp. 526-538
Persistent link: https://www.econbiz.de/10010231177
Saved in:
10
Retrospective: tracking service failures and employee recovery efforts
Hoffman, K. Douglas
;
Kelley, Scott W.
;
Rotalsky, Holly M.
- In:
The journal of services marketing
30
(
2016
)
1
,
pp. 7-10
Persistent link: https://www.econbiz.de/10011445577
Saved in:
1
2
3
4
5
Next
Last
Results per page
10
25
50
100
250
A service of the
zbw
×
Loading...
//-->