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~subject:"Beschwerdemanagement"
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Beschwerdemanagement
Service quality
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Dienstleistungsqualität
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Lieferantenmanagement
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Supplier relationship management
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Customer satisfaction
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1,984
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1,679
Health care
1,676
Business network
1,675
Complaint management
1,650
Gesundheitsversorgung
1,644
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1,625
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1,618
Vertrauen
1,616
Confidence
1,606
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13
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Jang, Soocheong
10
Van Vaerenbergh, Yves
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Seidel, Wolfgang
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Vázquez Casielles, Rodolfo
9
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MacQuilken, Lisa
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McColl-Kennedy, Janet R.
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Ro, Heejung
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Brock, Christian
7
Edvardsson, Bo
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Svensson, Göran
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Tronvoll, Bård
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6
Balaji, M. S.
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Cai, Ruiying
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Chebat, Jean-Charles
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Chen, Jing
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Grewal, Dhruv
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Gäthke, Jana
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Hogreve, Jens
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Matos, Celso Augusto de
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Patterson, Paul G.
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Tripp, Thomas M.
6
Walsh, Gianfranco
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Conference on Consumer Satisfaction, Dissatisfaction, and Complaining Behavior <3, 1978, Chicago, Ill.>
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Deutsche Gesellschaft für Qualität
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Deutscher Genossenschafts-Verlag eG
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Fachkongress "Progress in Tourism Research" <3, 2002, Berlin>
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Fakultät Wirtschafts- und Sozialwissenschaften, Universität Hohenheim
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Home Affairs Committee, House of Commons, session 1981-82
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Instituto Valenciano de Investigaciones Económicas
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Journal of business research : JBR
72
International journal of hospitality management
58
Journal of retailing and consumer services
43
The journal of services marketing
43
Journal of hospitality marketing & management
31
Journal of service research : JSR
31
The service industries journal
28
Journal of the Academy of Marketing Science
21
International journal of contemporary hospitality management
20
Service business
20
Psychology & marketing
16
European journal of marketing : EJM
15
Journal of retailing
15
Journal of service research
15
Journal of service management
14
Managing service quality : MSQ ; an international journal
14
Journal of hospitality & tourism research : JHTR ; the professional journal of the Council on Hotel, Restaurant, and Institutional Education
13
Services marketing quarterly
13
SpringerLink / Bücher
13
Journal of air transport management
12
Journal of consumer behaviour : an international research review
12
Journal of marketing
12
Marketing letters : a journal of research in marketing
12
International journal of consumer studies
11
Journal of marketing management : MM
10
Journal of service theory and practice
10
International journal of quality and service sciences
9
Journal of service theory and practice : JSTP
9
Tourism management : research, policies, practice
9
Asia Pacific journal of marketing and logistics
8
Business horizons
8
Erfolgreiches Beschwerdemanagement : Wege zu Prozessverbesserungen und Kundenzufriedenheit
8
Ilmenauer Schriften zur Betriebswirtschaftslehre
8
International journal of production economics
8
Journal of strategic marketing
8
Journal of travel and tourism marketing
8
Marketing intelligence & planning
8
Cogent business & management
7
Reihe: Wissenschaftliche Arbeitspapiere / W / Institut für Marktorientierte Unternehmensführung, Universität Mannheim
7
Total quality management & business excellence : an official journal of the European Society for Organisational Excellence
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ECONIS (ZBW)
1,646
EconStor
2
RePEc
1
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1
The effect of justice in the history of loyalty : a study in failure recovery in the retail context
Lopes, Evandro Luiz
;
Silva, Marcos Antonio da
- In:
Journal of retailing and consumer services
24
(
2015
),
pp. 110-120
Persistent link: https://www.econbiz.de/10010528597
Saved in:
2
Does relationship matter? : customers' response to service failure
Tsai, Chia-ching
;
Yang, Yung-kai
;
Cheng, Yu-chi
- In:
Managing service quality : MSQ ; an international journal
24
(
2014
)
2
,
pp. 139-159
Persistent link: https://www.econbiz.de/10010254024
Saved in:
3
How does corporate social responsibility affect consumer response to service failure in buyer-seller relationships?
Bolton, Lisa E.
;
Mattila, Anna S.
- In:
Journal of retailing
91
(
2015
)
1
,
pp. 140-153
Persistent link: https://www.econbiz.de/10010500739
Saved in:
4
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:
5
Do customers exhibit gratitude after service recovery? : understanding the moderating role of relationship type
Salagrama, Ramakrishna
;
Prashar, Sanjeev
;
Tata, Sai Vijay
- In:
Service business
15
(
2021
)
4
,
pp. 757-779
Persistent link: https://www.econbiz.de/10012794134
Saved in:
6
Conceptional study of relationship signals in the IT services sector in India
Biswas, Supriya
- In:
Journal of relationship marketing : innovations & …
15
(
2016
)
3
,
pp. 154-171
Persistent link: https://www.econbiz.de/10011633624
Saved in:
7
Toward service recovery strategies : the role of consumer-organization relationship norms
Hur, Jungyun
;
Jang, Soocheong
- In:
The journal of services marketing
30
(
2016
)
7
,
pp. 724-735
Persistent link: https://www.econbiz.de/10011590917
Saved in:
8
The effects of relationship length on customer profitability after a service recovery
Béal, Mathieu
;
Sabadie, William
;
Grégoire, Yany
- In:
Marketing letters : a journal of research in marketing
30
(
2019
)
3/4
,
pp. 293-305
Persistent link: https://www.econbiz.de/10012144812
Saved in:
9
Does service recovery affect satisfaction and loyalty? : an empirical study of medical device suppliers
Chao, Cheng-Min
;
Cheng, Bor-Wen
- In:
Total quality management & business excellence
30
(
2019
)
12
,
pp. 1350-1366
Persistent link: https://www.econbiz.de/10012199846
Saved in:
10
Consumer responses to the failure of self-service banking technology : moderating role of failure stability
Ammari, Nedra Bahri
;
Hsouna, Abir
;
Benabdallah, Mounia
; …
- In:
International journal of bank marketing
40
(
2022
)
3
,
pp. 458-483
Persistent link: https://www.econbiz.de/10013396357
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