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~subject:"Complaint management"
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Interrelationships among quali...
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Complaint management
Service quality
21,753
Dienstleistungsqualität
20,837
Customer satisfaction
6,739
Kundenzufriedenheit
6,523
Consumer behaviour
4,812
Konsumentenverhalten
4,749
Relationship marketing
4,488
Beziehungsmarketing
4,448
Qualitätsmanagement
2,638
Quality management
2,599
Wirtschaftsprüfung
2,483
Financial audit
2,481
Krankenhaus
2,138
Hospital
2,130
Health care
1,718
Gesundheitsversorgung
1,631
USA
1,428
United States
1,406
Gesundheitswesen
1,323
Health care system
1,305
Product quality
1,224
Produktqualität
1,212
service quality
1,195
Customer service
1,184
Theorie
1,144
Theory
1,142
Kundenservice
1,126
Dienstleistungssektor
1,063
Service industry
1,061
Germany
950
Deutschland
947
Loyalty
836
Hotel industry
825
Hotellerie
823
Beschwerdemanagement
810
Online retailing
746
Online-Handel
746
E-commerce
736
Electronic Commerce
736
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Online availability
All
Undetermined
438
Free
88
Type of publication
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Article
746
Book / Working Paper
64
Type of publication (narrower categories)
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Article in journal
728
Aufsatz in Zeitschrift
728
Aufsatz im Buch
18
Book section
18
Hochschulschrift
11
Arbeitspapier
10
Working Paper
10
Graue Literatur
9
Non-commercial literature
9
Thesis
7
Bibliografie enthalten
3
Bibliography included
3
Case study
3
Fallstudie
3
Konferenzschrift
3
Aufsatzsammlung
1
Collection of articles of several authors
1
Conference paper
1
Konferenzbeitrag
1
Sammelwerk
1
Systematic review
1
Übersichtsarbeit
1
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Language
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English
796
German
14
Author
All
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
Kim, Kawon Kathy
4
Larivière, Bart
4
List, John A.
4
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Institution
All
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
International journal of hospitality management
47
Journal of business research : JBR
47
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
Cogent business & management
6
Journal of travel and tourism marketing
6
Marketing intelligence & planning
6
Tourism management : research, policies, practice
6
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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Source
All
ECONIS (ZBW)
810
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1
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10
of
810
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date (newest first)
date (oldest first)
1
Identification and modelling of factors influencing service recovery
Singh, Munish Pal
;
Shama, Satyendra Kumar
;
Chanda, Udayan
- In:
International journal of services and operations …
47
(
2024
)
4
,
pp. 496-514
Persistent link: https://www.econbiz.de/10015065120
Saved in:
2
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:
3
Silent voices : nonbehavioral reactions to service failures
Ro, Heejung
;
Mattila, Anna S.
- In:
Services marketing quarterly
36
(
2015
)
2
,
pp. 95-111
Persistent link: https://www.econbiz.de/10011290006
Saved in:
4
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:
5
The effects of customer dissatisfaction on switching behavior in the service sector
Cho, Yoon C.
;
Song, Juyeon
- In:
Journal of business & economics research
10
(
2012
)
10
,
pp. 579-591
Persistent link: https://www.econbiz.de/10009659212
Saved in:
6
Customer reactions to service failure and recovery in the banking industry : the influence of switching costs
Matos, Celso Augusto de
;
Henrique, Jorge Luiz
;
Rosa, …
- In:
The journal of services marketing
27
(
2013
)
7
,
pp. 526-538
Persistent link: https://www.econbiz.de/10010231177
Saved in:
7
Exploring relationship among customer dissatisfaction, complaints, and
loyalty
in the virtualized environment : roles of advanced services
Cho, Yoon C.
- In:
International business and economics research journal
12
(
2013
)
11
,
pp. 1343-1360
Persistent link: https://www.econbiz.de/10010233767
Saved in:
8
The double-edged sword : the positive and negative effects of swithcing costs on customer exit and revenge
Haj-Salem, Narjes
;
Chebat, Jean-Charles
- In:
Journal of business research : JBR
67
(
2014
)
6
,
pp. 1106-1113
Persistent link: https://www.econbiz.de/10010364518
Saved in:
9
Satisfaction with service recovery : moderating effect of age in word-of-mouth
Moliner-Velázquez, Beatriz
;
Ruiz-Molina, María-Eugenia
; …
- In:
The journal of consumer marketing
32
(
2015
)
6
,
pp. 470-484
Persistent link: https://www.econbiz.de/10011485855
Saved in:
10
Effects of stability and controllability attribution on service recovery evaluation in the context of the airline industry
Nikbin, Davoud
;
Marimuthu, Malliga
;
Hyun, Sunghyup Sean
; …
- In:
Journal of travel and tourism marketing
31
(
2014
)
7/8
,
pp. 817-834
Persistent link: https://www.econbiz.de/10010469250
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