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~subject:"Complaint management"
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The Impact of Customer Service...
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Complaint management
Customer service
3,467
Kundenservice
3,060
Relationship marketing
2,234
Beziehungsmarketing
2,159
Customer satisfaction
1,933
Kundenzufriedenheit
1,658
Consumer behaviour
1,654
Service quality
1,649
Dienstleistungsqualität
1,550
Konsumentenverhalten
1,542
Customer loyalty
1,052
Kundenbindung
982
Customer retention
934
customer loyalty
500
Deutschland
463
Germany
461
Beschwerdemanagement
373
Theory
327
Theorie
326
Dienstleistungssektor
300
Service industry
294
Kundendienst
270
Retail trade
261
Einzelhandel
251
USA
248
Emotion
236
Electronic Commerce
233
United States
226
customer satisfaction
224
Online retailing
214
Online-Handel
213
Dienstleistung
210
E-commerce
205
Bank
178
Brand management
175
Markenführung
169
Marketing
165
Lieferantenmanagement
157
Supplier relationship management
157
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Undetermined
191
Free
42
Type of publication
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Article
324
Book / Working Paper
47
Type of publication (narrower categories)
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Article in journal
311
Aufsatz in Zeitschrift
311
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
Conference proceedings
1
Elektronischer Datenträger als Beilage
1
Konferenzschrift
1
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Language
All
English
341
German
30
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
Chen, Jing
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, Xing'an
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
Choi, Beom Joon
2
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Institution
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National Bureau of Economic Research
1
VDMA Verlag GmbH
1
Published in...
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Journal of business research : JBR
20
International journal of hospitality management
17
The journal of services marketing
15
Journal of retailing and consumer services
11
The service industries journal
9
Journal of service research : JSR
8
Journal of service theory and practice
8
Journal of retailing
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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ECONIS (ZBW)
371
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1
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371
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1
Service recovery : the moderating role of customer loyalty in the context of Moroccan retail banking
Bendriouch, Fatima Zahra
;
Dassouli, Sara
;
Satt, Harit
; …
- In:
International journal of logistics economics and …
10
(
2023
)
3
,
pp. 209-236
Persistent link: https://www.econbiz.de/10015067029
Saved in:
2
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:
3
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:
4
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:
5
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:
6
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:
7
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:
8
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:
9
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:
10
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
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