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~subject:"Beschwerdemanagement"
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Beschwerdemanagement
Großbritannien
136,442
United Kingdom
96,219
Bibliometrics
20,396
Bibliometrie
20,277
Deutschland
15,498
Customer satisfaction
15,492
Kundenzufriedenheit
13,908
USA
13,706
Germany
13,031
Dienstleistungssektor
12,437
United States
12,300
Service industry
11,431
Theorie
8,880
Theory
8,750
Frankreich
8,663
Consumer behaviour
8,184
Service quality
7,971
Konsumentenverhalten
7,949
Dienstleistungsqualität
7,741
EU-Staaten
6,956
France
6,907
Relationship marketing
6,872
EU countries
6,844
Beziehungsmarketing
6,808
Schätzung
5,924
Estimation
5,579
Welt
4,791
World
4,717
Vergleich
4,450
Comparison
4,253
Japan
4,175
Italien
3,960
Innovation
3,957
Wirtschaftsgeschichte
3,726
Geschichte
3,469
Customer service
3,459
Italy
3,431
Industrie
3,402
Economic history
3,357
Geldpolitik
3,312
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Article
792
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131
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2
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747
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Graue Literatur
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Non-commercial literature
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Collection of articles of several authors
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Sammelwerk
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Aufsatzsammlung
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Bibliography included
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German
82
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Mattila, Anna S.
14
Roschk, Holger
14
Gelbrich, Katja
13
Grégoire, Yany
12
Stauss, Bernd
12
Van Vaerenbergh, Yves
10
Jang, Soocheong
8
Seidel, Wolfgang
8
Gruber, Thorsten
7
Guchait, Priyanko
7
Vázquez Casielles, Rodolfo
7
Gäthke, Jana
6
MacQuilken, Lisa
6
Sparks, Beverley
6
Balaji, M. S.
5
Chebat, Jean-Charles
5
Day, Ralph L.
5
Harun, Ahasan
5
Larivière, Bart
5
Matos, Celso Augusto de
5
Robertson, Nichola
5
Shin, Hyunju
5
Sreejesh, S.
5
Tripp, Thomas M.
5
Tronvoll, Bård
5
Tsarenko, Yelena
5
Voorhees, Clay M.
5
Weber, Karin
5
Baker, Melissa A.
4
Cai, Ruiying
4
Casidy, Riza
4
Edvardsson, Bo
4
Grewal, Dhruv
4
Halperin, Basil
4
Hanks, Lydia
4
Harris, Lloyd C.
4
Ho, Benjamin
4
Homburg, Christian
4
Hsu, Cathy H. C.
4
Hunt, H. Keith
4
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RWTH Aachen
2
Conference on Consumer Satisfaction, Dissatisfaction, and Complaining Behavior <3, 1978, Chicago, Ill.>
1
Conference on Consumer Satisfaction, Dissatisfaction, and Complaining Behavior <5, 1980, Saint Louis, Mo.>
1
Conference on Consumer Satisfaction, Dissatisfaction, and Complaining Behavior <6, 1981, Bloomington, Ind.>
1
Fachkongress "Progress in Tourism Research" <3, 2002, Berlin>
1
Home Affairs Committee, House of Commons, session 1981-82
1
Marketing Research Symposium <1977, Bloomington, Ind.>
1
National Bureau of Economic Research
1
Police Federation of England and Wales
1
Technische Universität Dresden
1
World Bank Group
1
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Journal of business research : JBR
50
International journal of hospitality management
39
Journal of retailing and consumer services
34
The journal of services marketing
30
Journal of hospitality marketing & management
20
Service business
20
Journal of service research : JSR
19
The service industries journal
17
International journal of contemporary hospitality management
14
Journal of the Academy of Marketing Science
12
Psychology & marketing
12
Journal of service management
11
European journal of marketing : EJM
10
Journal of retailing
10
Journal of service research
10
Marketing letters : a journal of research in marketing
10
Journal of service theory and practice
9
Services marketing quarterly
9
International journal of quality and service sciences
8
Journal of air transport management
8
Managing service quality : MSQ ; an international journal
8
Business horizons
7
Journal of hospitality & tourism research : JHTR ; the professional journal of the Council on Hotel, Restaurant, and Institutional Education
7
Journal of service theory and practice : JSTP
7
SpringerLink / Bücher
7
Asia Pacific journal of marketing and logistics
6
Cogent business & management
6
Ilmenauer Schriften zur Betriebswirtschaftslehre
6
Journal of marketing
6
Journal of strategic marketing
6
International journal of services and operations management
5
Journal of consumer behaviour : an international research review
5
Journal of hospitality and tourism insights
5
Journal of marketing management : MM
5
Journal of travel and tourism marketing
5
Marketing intelligence & planning
5
Total quality management & business excellence
5
Tourism management : research, policies, practice
5
Australasian marketing journal
4
Gabler Edition Wissenschaft
4
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ECONIS (ZBW)
925
Showing
1
-
10
of
925
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date (oldest first)
1
A customer scorned : effects of employee reprimands in frontline service encounters
Pugh, Harrison B.
;
Brady, Michael K.
;
Hopkins, Lucas M.
- In:
Journal of service research : JSR
21
(
2018
)
2
,
pp. 219-234
Persistent link: https://www.econbiz.de/10011855801
Saved in:
2
Can robots recover a service using interactional justice as employees do? : a literature review-based assessment
Lajante, Mathieu
;
Remisch, David
;
Dorofeev, Nikita
- In:
Service business
17
(
2023
)
1
,
pp. 315-357
Persistent link: https://www.econbiz.de/10014282973
Saved in:
3
Development of a framework for services recovery for service industries
Niriender Kumar
;
Filzah Md Isa
;
Cheng Wei Hin
;
Haim …
- In:
Journal for global business advancement : JGBA
5
(
2012
)
2
,
pp. 89-102
Persistent link: https://www.econbiz.de/10009670296
Saved in:
4
The customer is often wrong : investigating the influence of customer failures and apologies on frontline service employee well-being
Robertson, Nichola
;
Rotman, Jeffrey
;
MacQuilken, Lisa
; …
- In:
Psychology & marketing
40
(
2023
)
4
,
pp. 825-844
Persistent link: https://www.econbiz.de/10014290864
Saved in:
5
Hiding customer complaints : studying the motivations and forms of service employees' complaint concealment behaviours
Harris, Lloyd C.
;
Ogbonna, Emmanuel
- In:
British journal of management : BJM
21
(
2010
)
2
,
pp. 262-279
Persistent link: https://www.econbiz.de/10003980439
Saved in:
6
The influence of failure severity and employee effort on service recovery in a service guarantee context
MacQuilken, Lisa
- In:
Australasian marketing journal
18
(
2010
)
4
,
pp. 214-221
Persistent link: https://www.econbiz.de/10008738306
Saved in:
7
New aspects of research to assess and manage critical incidents in service encounters : teleological actions, interactive interface and perceptual gaps
Padin, Carmen
;
Svensson, Göran
;
Otero-Neira, Carmen
; …
- In:
International journal of contemporary hospitality management
27
(
2015
)
1
,
pp. 27-51
Persistent link: https://www.econbiz.de/10010516547
Saved in:
8
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:
9
Operational improvement competence and service recovery performance : the moderating effects of role stress and job resources
Yang, Yefei
;
Lee, Peter K. C.
;
Cheng, T. C. E.
- In:
International journal of production economics
164
(
2015
),
pp. 134-145
Persistent link: https://www.econbiz.de/10011289813
Saved in:
10
Critical antecedents to service recovery performance : some evidence and implications for service industry
Daskin, Mustafa
;
Yilmaz, Ozgur Devrim
- In:
International journal of management practice : IJMP
8
(
2015
)
1
,
pp. 70-97
Persistent link: https://www.econbiz.de/10011377136
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