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~subject:"Complaint management"
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Complaint management
Service quality
21,628
Dienstleistungsqualität
20,711
Customer satisfaction
6,407
Kundenzufriedenheit
6,220
Consumer behaviour
4,369
Konsumentenverhalten
4,323
Relationship marketing
3,925
Beziehungsmarketing
3,903
Qualitätsmanagement
2,551
Quality management
2,521
Wirtschaftsprüfung
2,471
Financial audit
2,469
Krankenhaus
1,803
Hospital
1,801
Health care
1,569
Gesundheitsversorgung
1,535
USA
1,385
United States
1,373
Gesundheitswesen
1,246
Health care system
1,230
Product quality
1,207
Produktqualität
1,195
service quality
1,189
Customer service
1,173
Kundenservice
1,115
Theorie
1,108
Theory
1,105
Dienstleistungssektor
1,043
Service industry
1,040
Deutschland
929
Germany
921
Beschwerdemanagement
802
Hotel industry
796
Hotellerie
794
Schule
723
School
720
E-commerce
703
Electronic Commerce
702
Hochschule
695
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Undetermined
432
Free
86
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Article
739
Book / Working Paper
63
Type of publication (narrower categories)
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Article in journal
721
Aufsatz in Zeitschrift
721
Aufsatz im Buch
18
Book section
18
Hochschulschrift
11
Arbeitspapier
9
Graue Literatur
9
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9
Working Paper
9
Thesis
7
Bibliografie enthalten
3
Bibliography included
3
Case study
3
Fallstudie
3
Konferenzschrift
3
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1
Collection of articles of several authors
1
Conference paper
1
Konferenzbeitrag
1
Sammelwerk
1
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1
Übersichtsarbeit
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English
788
German
14
Author
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Mattila, Anna S.
18
Grégoire, Yany
12
Jang, Soocheong
10
Van Vaerenbergh, Yves
9
McColl-Kennedy, Janet R.
8
Edvardsson, Bo
7
Guchait, Priyanko
7
Ro, Heejung
7
Sparks, Beverley
7
Tsarenko, Yelena
7
Balaji, M. S.
6
MacQuilken, Lisa
6
Svensson, Göran
6
Tronvoll, Bård
6
Baker, Thomas L.
5
Brady, Michael K.
5
Chebat, Jean-Charles
5
Harun, Ahasan
5
Meyer, Tracy
5
Ozuem, Wilson
5
Patterson, Paul G.
5
Roschk, Holger
5
Shin, Hyunju
5
Sreejesh, S.
5
Baker, Melissa A.
4
Beatty, Sharon E.
4
Béal, Mathieu
4
Casidy, Riza
4
Crisafulli, Benedetta
4
Fan, Xiucheng
4
Gelbrich, Katja
4
Gerstner, Eitan
4
Halperin, Basil
4
Hanks, Lydia
4
Ho, Benjamin
4
Hogreve, Jens
4
Hsu, Cathy H. C.
4
Larivière, Bart
4
List, John A.
4
Matos, Celso Augusto de
4
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Institution
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Conference on Consumer Satisfaction, Dissatisfaction, and Complaining Behavior <3, 1978, Chicago, Ill.>
1
Conference on Consumer Satisfaction, Dissatisfaction, and Complaining Behavior <6, 1981, Bloomington, Ind.>
1
Marketing Research Symposium <1977, Bloomington, Ind.>
1
National Bureau of Economic Research
1
United States / Congress / Senate / Committee on the Judiciary / Subcommittee on Antitrust and Monopoly
1
Published in...
All
Journal of business research : JBR
47
International journal of hospitality management
44
Journal of retailing and consumer services
37
The journal of services marketing
30
Journal of hospitality marketing & management
24
Journal of service research : JSR
19
Service business
18
International journal of contemporary hospitality management
17
The service industries journal
17
Journal of the Academy of Marketing Science
15
Journal of service research
14
Services marketing quarterly
11
Journal of hospitality & tourism research : JHTR ; the professional journal of the Council on Hotel, Restaurant, and Institutional Education
10
Managing service quality : MSQ ; an international journal
10
Marketing letters : a journal of research in marketing
10
Psychology & marketing
10
European journal of marketing : EJM
9
Journal of air transport management
9
Journal of service theory and practice
9
International journal of quality and service sciences
8
Journal of service management
8
Journal of service theory and practice : JSTP
8
Journal of strategic marketing
7
Asia Pacific journal of marketing and logistics
6
Journal of travel and tourism marketing
6
Marketing intelligence & planning
6
Tourism management : research, policies, practice
6
Cogent business & management
5
International journal of business and economics
5
Journal of consumer behaviour : an international research review
5
Journal of consumer marketing
5
Journal of global marketing
5
Journal of marketing
5
Journal of retailing
5
Australasian marketing journal
4
Business horizons
4
Industrial marketing management : the international journal for industrial and high-tech firms
4
International journal of operations & production management : IJOPM ; the official journal of the European Operations Management Association, EUROMA
4
International journal of services and operations management
4
Journal of hospitality and tourism insights
4
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ECONIS (ZBW)
802
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802
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1
Developing control charts in monitoring service quality based on the number of customer complaints
Chen, Kuen-Suan
;
Chang, Tsang-Chuan
;
Wang, Kung-Jeng
; …
- In:
Total quality management & business excellence : an …
26
(
2015
)
5/6
,
pp. 675-689
Persistent link: https://www.econbiz.de/10011305614
Saved in:
2
Service quality and customers' complaining behavior : a study of the Indian banking sector
Choudhury, Koushiki
- In:
Services marketing quarterly
35
(
2014
)
2
,
pp. 123-137
Persistent link: https://www.econbiz.de/10010363988
Saved in:
3
It's raining complaints! : how weather factors drive consumer comments and word-of-mouth
Bujisic, Milos
;
Bogicevic, Vanja
;
Parsa, H. G.
; …
- In:
Journal of hospitality & tourism research : JHTR ; the …
43
(
2019
)
5
,
pp. 656-681
Persistent link: https://www.econbiz.de/10012053330
Saved in:
4
The long-term impact of service failure and recovery
Norvell, Tim
;
Kumar, Piyush
;
Dass, Mayukh
- In:
Cornell hospitality quarterly : CQ
59
(
2018
)
4
,
pp. 376-389
Persistent link: https://www.econbiz.de/10011943078
Saved in:
5
Identifying and analysing components of customer relationship management influencing customer-oriented behaviour of employees : the case of Bank Mellat branches of Khouzestan Provi...
Aghdaie, Fathollah Amiri
;
Sasani, Bahman
- In:
International journal of productivity and quality …
22
(
2017
)
3
,
pp. 363-377
Persistent link: https://www.econbiz.de/10011861164
Saved in:
6
Tactical service failure : a case study on public funding as a marketing issue
Harviainen, J. Tuomas
;
Ekström, Maria
;
Ojasalo, Jukka
- In:
Journal of nonprofit & public sector marketing
31
(
2019
)
1
,
pp. 1-19
Persistent link: https://www.econbiz.de/10012199993
Saved in:
7
Complaint behaviour by third parties : exploring service quality, customer satisfaction and word-of-mouth in health clubs
Moreira, António Carrizo
;
Freitas da Silva, Pedro Miguel
- In:
International journal of sport management and marketing …
16
(
2016
)
3/6
,
pp. 152-171
Persistent link: https://www.econbiz.de/10011641960
Saved in:
8
Hotel service recovery and service quality : influences of corporate image and generational differences in the relationship between customer satisfaction and loyalty
Cheng Boon Liat
;
Shaheen Mansori
;
Gan, Ching Chuan
; …
- In:
Journal of global marketing
30
(
2017
)
1
,
pp. 42-51
Persistent link: https://www.econbiz.de/10011779381
Saved in:
9
Well-known or well-liked? : the effects of brand reputation on customers' responses to service failure
Liu, Mengzhen
;
Xiong, Wei
- In:
Journal of travel and tourism marketing
40
(
2023
)
3
,
pp. 221-241
Persistent link: https://www.econbiz.de/10014369784
Saved in:
10
Scenes from a marriage : bancassurance and litigation with clients in the Italian market
Auricchio, Marta
;
Bracale, Alessandro
;
Imposimato, Sara
; …
-
2023
Persistent link: https://www.econbiz.de/10014371941
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