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~subject:"Beschwerdemanagement"
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The Impact of Customer Service...
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Beschwerdemanagement
Customer service
3,428
Kundenservice
3,021
Relationship marketing
2,181
Beziehungsmarketing
2,106
Customer satisfaction
1,900
Kundenzufriedenheit
1,625
Service quality
1,620
Consumer behaviour
1,615
Dienstleistungsqualität
1,521
Konsumentenverhalten
1,503
Customer loyalty
1,045
Kundenbindung
963
Customer retention
915
customer loyalty
485
Deutschland
459
Germany
457
Complaint management
361
Theory
324
Theorie
323
Dienstleistungssektor
290
Service industry
284
Kundendienst
270
Retail trade
252
USA
248
Einzelhandel
242
Emotion
231
United States
226
Electronic Commerce
224
customer satisfaction
217
Online retailing
208
Online-Handel
207
Dienstleistung
206
E-commerce
196
Brand management
172
Bank
171
Markenführung
166
Marketing
164
Lieferantenmanagement
156
Supplier relationship management
156
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Online availability
All
Undetermined
183
Free
42
Type of publication
All
Article
314
Book / Working Paper
49
Type of publication (narrower categories)
All
Article in journal
301
Aufsatz in Zeitschrift
301
Aufsatz im Buch
13
Book section
13
Hochschulschrift
12
Thesis
8
Graue Literatur
6
Non-commercial literature
6
Arbeitspapier
5
Working Paper
5
Collection of articles of several authors
4
Sammelwerk
4
Bibliografie enthalten
3
Bibliography included
3
Guidebook
3
Ratgeber
3
Case study
2
Collection of articles written by one author
2
Conference paper
2
Fallstudie
2
Handbook
2
Handbuch
2
Konferenzbeitrag
2
Lehrbuch
2
Sammlung
2
Textbook
2
Accompanied by computer file
1
Aufsatzsammlung
1
Conference proceedings
1
Elektronischer Datenträger als Beilage
1
Konferenzschrift
1
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Language
All
English
331
German
32
Author
All
Mattila, Anna S.
7
Van Vaerenbergh, Yves
7
Gelbrich, Katja
6
Stauss, Bernd
6
Halperin, Basil
4
Ho, Benjamin
4
List, John A.
4
MacQuilken, Lisa
4
Muir, Ian
4
Seidel, Wolfgang
4
Shin, Hyunju
4
Tsarenko, Yelena
4
Baker, Melissa A.
3
Casidy, Riza
3
Edvardsson, Bo
3
Gruber, Thorsten
3
Grégoire, Yany
3
Gäthke, Jana
3
Larivière, Bart
3
Roschk, Holger
3
Rui, Huaxia
3
Sharifi, Seyed Shahin
3
Tronvoll, Bård
3
Xu, Yingzi
3
Abosag, Ibrahim
2
Anwar, Sohail
2
Azab, Carol
2
Berbel-Pineda, Juan M.
2
Bernt, Dana
2
Bijmolt, Tammo H. A.
2
Bolton, Lisa E.
2
Boshoff, Christo
2
Breazeale, Michael
2
Béal, Mathieu
2
Cai, Ruiying
2
Cambra-Fierro, Jesús
2
Campbell, Colin L.
2
Chen, Jing
2
Choi, Beom Joon
2
Costers, Annelies
2
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Institution
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National Bureau of Economic Research
1
VDMA Verlag GmbH
1
Published in...
All
Journal of business research : JBR
20
The journal of services marketing
15
International journal of hospitality management
14
Journal of retailing and consumer services
11
The service industries journal
9
Journal of service research : JSR
8
Journal of retailing
7
Journal of service theory and practice
7
Psychology & marketing
7
Journal of hospitality marketing & management
6
Journal of service research
6
International journal of contemporary hospitality management
5
International journal of quality and service sciences
5
Managing service quality : MSQ ; an international journal
5
Marketing letters : a journal of research in marketing
5
Services marketing quarterly
5
Business horizons
4
International journal of operations & production management : IJOPM ; the official journal of the European Operations Management Association, EUROMA
4
Journal of the Academy of Marketing Science
4
European journal of marketing : EJM
3
Gabler Edition Wissenschaft
3
Ilmenauer Schriften zur Betriebswirtschaftslehre
3
International journal of business information systems : IJBIS
3
International journal of services, economics and management
3
Journal of hospitality & tourism research : JHTR ; the professional journal of the Council on Hotel, Restaurant, and Institutional Education
3
Journal of service management
3
Journal of service theory and practice : JSTP
3
Management science : journal of the Institute for Operations Research and the Management Sciences
3
Marketing science : the marketing journal of the Institute for Operations Research and the Management Sciences
3
Service business
3
Total quality management & business excellence : an official journal of the European Society for Organisational Excellence
3
Asia Pacific journal of marketing and logistics
2
Asia-Pacific journal of business administration
2
Cogent business & management
2
Customer Relationship Management : neue CRM-Best-Practice-Fallstudien und -Konzepte zu Prozessen, Organisation, Mitarbeiterführung und Technologie
2
European journal of marketing
2
International journal of business
2
International journal of consumer studies
2
International journal of electronic commerce : IJEC
2
International journal of production economics
2
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Source
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ECONIS (ZBW)
363
Showing
1
-
10
of
363
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date (oldest first)
1
The effects of service failures and recovery on customer loyalty in e-services : an empirical investigation
Sousa, Rui
;
Voss, Christopher A.
- In:
International journal of operations & production …
29
(
2009
)
8
,
pp. 834-864
Persistent link: https://www.econbiz.de/10009523754
Saved in:
2
Compensatory solution : can it save a company from a service failure?
Tran, Trang P.
;
Roswinanto, Widyarso
;
Yunus, Erlinda Nusron
- In:
Services marketing quarterly
37
(
2016
)
2
,
pp. 80-97
Persistent link: https://www.econbiz.de/10011486830
Saved in:
3
Impact of service recovery, customer satisfaction, and corporate image on customer loyalty
Zaid, Sudirman
;
Palilati, Alida
;
Madjid, Rahmat
;
Bua, …
- In:
Journal of Asian finance, economics and business : JAFEB
8
(
2021
)
1
,
pp. 961-970
Persistent link: https://www.econbiz.de/10012692597
Saved in:
4
Customers' reactions to other customer caused service failures : the effects of tie strength on customer loyalty
Kim, Youngsun Sean
;
Baker, Melissa A.
- In:
Journal of hospitality marketing & management
29
(
2020
)
6
,
pp. 682-701
Persistent link: https://www.econbiz.de/10012256164
Saved in:
5
The impact of service recovery output/process on customer satisfaction and loyalty : the case of the airline industry
Etemad-Sajadi, Reza
;
Bohrer, Laura
- In:
Tourism and hospitality research : THR
19
(
2019
)
2
,
pp. 259-266
Persistent link: https://www.econbiz.de/10012165672
Saved in:
6
Relationship between customer loyalty and service failure, service recovery and switching costs in online retailing
Kamble, Aakash Ashok
;
Walvekar, Shubhangi
- In:
International journal of business information systems : …
32
(
2019
)
1
,
pp. 56-72
Persistent link: https://www.econbiz.de/10012154594
Saved in:
7
The effects of service recovery on customer satisfaction and customer loyalty in banks
Maamari, Bassem E.
;
Wasfi, Hummam S. A.
- In:
International journal of technology marketing : IJTMkt
14
(
2020
)
4
,
pp. 403-424
Persistent link: https://www.econbiz.de/10012534250
Saved in:
8
The effect of service failure on customer loyalty through customer forgiveness and service recovery as mediation variables : a study on go-car in Surabaya
Laili, Ivatul
;
Sumiati
;
Sudjatno
-
2022
Persistent link: https://www.econbiz.de/10013397528
Saved in:
9
Does active service intervention drive more complaints on social media? : the roles of service quality and awareness
Sun, Shujing
;
Gao, Yang
;
Rui, Huaxia
- In:
Journal of management information systems : JMIS
38
(
2021
)
3
,
pp. 579-611
Persistent link: https://www.econbiz.de/10012804160
Saved in:
10
Engaging the avatar : the effects of authenticity signals during chat-based service recoveries
Esmark Jones, Carol L.
;
Hancock, Tyler
;
Kazandjian, Brett
; …
- In:
Journal of business research : JBR
144
(
2022
),
pp. 703-716
Persistent link: https://www.econbiz.de/10013185032
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