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~subject:"Complaint management"
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Subject
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Complaint management
Service quality
21,815
Dienstleistungsqualität
21,064
Customer satisfaction
15,559
Kundenzufriedenheit
13,976
Gerechtigkeit
8,919
Justice
8,652
Consumer behaviour
7,863
Konsumentenverhalten
7,674
Relationship marketing
7,267
Beziehungsmarketing
7,218
Theorie
3,948
Theory
3,810
Kompetenz
3,568
Competence
3,484
Qualitätsmanagement
2,860
Quality management
2,793
Deutschland
2,555
Wirtschaftsprüfung
2,542
Financial audit
2,535
USA
2,413
Germany
2,375
United States
2,331
Krankenhaus
2,042
Hospital
2,026
Health care
1,844
Gesundheitsversorgung
1,818
Beschwerdemanagement
1,651
Gesundheitswesen
1,628
Experiment
1,614
Customer service
1,583
Health care system
1,569
Job satisfaction
1,515
Arbeitszufriedenheit
1,511
Kundenservice
1,481
Online-Handel
1,358
Online retailing
1,354
Product quality
1,342
Produktqualität
1,324
customer satisfaction
1,299
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Online availability
All
Undetermined
638
Free
216
Type of publication
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Article
1,317
Book / Working Paper
332
Journal
3
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All
Article in journal
1,175
Aufsatz in Zeitschrift
1,175
Aufsatz im Buch
127
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127
Graue Literatur
75
Non-commercial literature
75
Hochschulschrift
67
Arbeitspapier
55
Working Paper
55
Thesis
47
Collection of articles of several authors
16
Sammelwerk
16
Ratgeber
14
Case study
13
Fallstudie
13
Guidebook
13
Bibliografie enthalten
8
Bibliography included
8
Konferenzschrift
7
Aufsatzsammlung
6
Conference paper
6
Konferenzbeitrag
6
Collection of articles written by one author
5
Sammlung
5
Lehrbuch
4
Textbook
4
Amtsdruckschrift
3
Conference proceedings
3
Government document
3
Handbook
2
Handbuch
2
research-article
2
Accompanied by computer file
1
Annual report
1
Article
1
Elektronischer Datenträger als Beilage
1
Interview
1
Jahresbericht
1
Mehrbändiges Werk
1
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1
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English
1,420
German
226
Undetermined
8
Swedish
1
Author
All
Mattila, Anna S.
24
Stauss, Bernd
21
Gelbrich, Katja
18
Roschk, Holger
18
Grégoire, Yany
17
Homburg, Christian
13
Fürst, Andreas
12
Jang, Soocheong
10
Seidel, Wolfgang
10
Van Vaerenbergh, Yves
10
Gruber, Thorsten
9
Sparks, Beverley
9
Vázquez Casielles, Rodolfo
9
Guchait, Priyanko
8
McColl-Kennedy, Janet R.
8
Ro, Heejung
8
Tsarenko, Yelena
8
Brock, Christian
7
Edvardsson, Bo
7
MacQuilken, Lisa
7
Robertson, Nichola
7
Svensson, Göran
7
Tripp, Thomas M.
7
Tronvoll, Bård
7
Walsh, Gianfranco
7
Baker, Melissa A.
6
Balaji, M. S.
6
Brady, Michael K.
6
Cai, Ruiying
6
Chebat, Jean-Charles
6
Chen, Jing
6
Grewal, Dhruv
6
Gäthke, Jana
6
Hogreve, Jens
6
Matos, Celso Augusto de
6
Patterson, Paul G.
6
Wan, Lisa C.
6
Weber, Karin
6
Zaugg, Alexandra Daniela
6
Baker, Thomas L.
5
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Institution
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World Trade Organization
4
RWTH Aachen
3
National Bureau of Economic Research
2
Springer Fachmedien Wiesbaden
2
Books on Demand GmbH <Norderstedt>
1
Bundesverband der Deutschen Volksbanken und Raiffeisenbanken
1
CAMPUS 02 - Fachhochschule der Wirtschaft / FH-Bachelorstudiengang Marketing & Sales
1
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
Deutsche Gesellschaft für Qualität
1
Deutscher Genossenschafts-Verlag eG
1
EIB Group
1
Fachkongress "Progress in Tourism Research" <3, 2002, Berlin>
1
Fördergesellschaft Marketing an der Universität Augsburg
1
Home Affairs Committee, House of Commons, session 1981-82
1
Instituto Valenciano de Investigaciones Económicas
1
Katholische Universität Eichstätt-Ingolstadt
1
Marketing Research Symposium <1977, Bloomington, Ind.>
1
Nordic Council of Ministers
1
Police Federation of England and Wales
1
Technical Assistance Research Programs Institute <Washington, DC>
1
Technische Universität Dresden
1
USA / General Accounting Office
1
UVK Verlag
1
United States / Congress / Senate / Committee on the Judiciary / Subcommittee on Antitrust and Monopoly
1
VDMA Verlag GmbH
1
Verlag Dr. Kovač
1
Westfälische Wilhelms-Universität Münster
1
World Bank
1
World Bank Group
1
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Published in...
All
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
32
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
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
SpringerLink / Bücher
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 travel and tourism marketing
8
Marketing intelligence & planning
8
Cogent business & management
7
Journal of strategic marketing
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
7
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Source
All
ECONIS (ZBW)
1,641
RePEc
8
Other ZBW resources
2
EconStor
1
Showing
1
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10
of
1,652
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date (oldest first)
1
Effectiveness of error management training in the hospitality industry : impact on perceived fairness and service recovery performance
Yao, Sheng
;
Wang, Xingyu
;
Yu, Heyao
;
Guchait, Priyanko
- In:
International journal of hospitality management
79
(
2019
),
pp. 78-88
Persistent link: https://www.econbiz.de/10012012973
Saved in:
2
Understanding the role of frontline employee felt obligation in services
Malhotra, Neeru
;
Ashill, Nicholas
;
Lages, Cristiana R.
; …
- In:
The service industries journal
42
(
2022
)
11/12
,
pp. 843-871
Persistent link: https://www.econbiz.de/10013362154
Saved in:
3
The roles of
justice
and customer satisfaction in customer retention : a lesson from service recovery
Siu, Noel Yee-Man
;
Zhang, Tracy Jun-Fheng
;
Yau, …
- In:
Journal of business ethics : JOBE
114
(
2013
)
4
,
pp. 675-686
Persistent link: https://www.econbiz.de/10009776404
Saved in:
4
How culture moderates the effects of
justice
in service recovery
Chebat, Elise
;
Roth, Yefim
;
Chebat, Jean-Charles
- In:
Review of marketing science
18
(
2020
)
1
,
pp. 21-41
Persistent link: https://www.econbiz.de/10012298668
Saved in:
5
Businesses beware : consumer immoral retaliation in response to perceived moral violations by companies
Loureiro, Yuliya Komarova
;
Haws, Kelly L.
;
Bearden, …
- In:
Journal of service research : JSR
21
(
2018
)
2
,
pp. 184-200
Persistent link: https://www.econbiz.de/10011855788
Saved in:
6
Future research direction for customer satisfaction in relation to complaint handling and service recovery in e-commerce
Kumari, Parveen
;
Kumar, Satinder
- In:
International journal of electronic customer …
12
(
2020
)
3
,
pp. 191-204
Persistent link: https://www.econbiz.de/10012509217
Saved in:
7
Perceived
justice
of service recovery strategies : impact on customer satisfaction and quality relationship
Vázquez Casielles, Rodolfo
;
Álvarez, Leticia Suárez
; …
- In:
Psychology & marketing
27
(
2010
)
5
,
pp. 487-509
Persistent link: https://www.econbiz.de/10003972422
Saved in:
8
Perceived
justice
in service recovery and behavioral intentions : the role of relationship quality
Ha, Jooyeon
;
Jang, Soocheong
- In:
International journal of hospitality management
28
(
2009
)
3
,
pp. 319-327
Persistent link: https://www.econbiz.de/10003855714
Saved in:
9
The effects of perceived
justice
and experience on service recovery satisfaction and post-purchase behaviours in the airline industry
Pai, Fan-Yun
- In:
International journal of services and operations management
21
(
2015
)
2
,
pp. 175-186
Persistent link: https://www.econbiz.de/10011380064
Saved in:
10
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:
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