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Customer satisfaction
Social Web
20,828
Social web
20,820
Marketingmanagement
16,411
Marketing management
16,351
Online-Marketing
13,268
Internet marketing
13,152
Consumer behaviour
10,538
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10,498
Relationship marketing
6,053
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6,046
Marketing
4,425
Electronic Commerce
3,765
Brand management
3,669
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3,663
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3,493
Customer service
3,477
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3,084
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3,054
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3,007
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3,003
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2,651
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2,595
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2,581
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2,526
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2,502
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2,444
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social media
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Gustafsson, Anders
9
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8
Barnes, Donald C.
7
Gouthier, Matthias
7
Shin, Hyunju
7
Verhoef, Peter C.
7
Collier, Joel E.
6
McColl-Kennedy, Janet R.
6
Prentice, Catherine
6
Sharma, Piyush
6
Söderlund, Magnus
6
Baker, Melissa A.
5
Casidy, Riza
5
Dagger, Tracey S.
5
Goldfarb, Avi
5
Gruber, Thorsten
5
Grégoire, Yany
5
Larivière, Bart
5
Law, Chun Hung Roberts
5
Lederman, Mara
5
Loureiro, Sandra Maria Correia
5
Mariani, Marcello M.
5
Miao, Li
5
Stauss, Bernd
5
Witell, Lars
5
Zablah, Alex R.
5
Abosag, Ibrahim
4
Bang, Nguyen
4
Barrio-García, Salvador del
4
Bilgihan, Anil
4
Borghi, Matteo
4
De Keyser, Arne
4
Edvardsson, Bo
4
Flavián Blanco, Carlos
4
Gelbrich, Katja
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4
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Haverila, Kai
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Nomos Verlagsgesellschaft
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Springer Fachmedien Wiesbaden
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Information Resources Management Association
2
Academy of Marketing
1
Bergische Universität Wuppertal
1
Center for Service Excellence
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Dpunkt.Verlag <Heidelberg>
1
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Ernst-Moritz-Arndt-Universität Greifswald
1
European Business School <Oestrich-Winkel>
1
Freie Universität Berlin
1
Global Conference on Business, Management and Entrepreneurship "Transforming Suistainable Business In The Era Of Society 5.0" <2019, Bandung>
1
IGI Global
1
Institute of Leadership and Management <London>
1
National Bureau of Economic Research
1
Technische Universität Dresden
1
Technische Universität Hamburg
1
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Journal of retailing and consumer services
111
Journal of business research : JBR
71
International journal of hospitality management
70
The journal of services marketing
53
Journal of hospitality marketing & management
27
International journal of contemporary hospitality management
26
The service industries journal
26
Journal of service research : JSR
23
Journal of service research
22
Tourism management : research, policies, practice
22
Service business
21
Asia Pacific journal of marketing and logistics
18
Journal of the Academy of Marketing Science
17
International journal of electronic marketing and retailing : IJEMR
16
Services marketing quarterly
16
Psychology & marketing
15
Journal of service management
14
Journal of service theory and practice
14
Journal of strategic marketing
14
Journal of travel and tourism marketing
14
The TQM journal : the international review of organizational improvement
14
Cogent business & management
13
Journal of retailing
13
European journal of marketing : EJM
12
Industrial marketing management : the international journal for industrial and high-tech firms
12
Journal of air transport management
12
Journal of hospitality & tourism research : JHTR ; the professional journal of the Council on Hotel, Restaurant, and Institutional Education
12
Journal of hospitality and tourism insights
12
SpringerLink / Bücher
12
International journal of business information systems : IJBIS
11
Journal of Services Marketing
11
Journal of internet commerce
11
Journal of service theory and practice : JSTP
11
Journal of travel research : a quarterly publication of the Travel and Tourism Research Association
11
Technological forecasting & social change : an international journal
11
Total quality management & business excellence : an official journal of the European Society for Organisational Excellence
11
Information & management : the internat. journal of management processes and systems ; journal of IFIP Users Group
10
International journal of business and economics
10
European journal of marketing
9
International journal of internet marketing and advertising : IJIMA
9
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ECONIS (ZBW)
2,154
Other ZBW resources
57
RePEc
2
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EconStor
1
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1
The case of Amazon.com : towards a conceptual framework of online customer service experience (OCSE) using the emerging consensus technique (ECT)
Klaus, Philipp
- In:
The journal of services marketing
27
(
2013
)
6
,
pp. 443-457
Persistent link: https://www.econbiz.de/10010198163
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2
To tweet or not to tweet? : exploring the effectiveness of service recovery strategies using social media
Fan, Ying
;
Niu, Run Hong
- In:
International journal of operations & production …
36
(
2016
)
9
,
pp. 1014-1036
Persistent link: https://www.econbiz.de/10011566440
Saved in:
3
Co-creation of online service recoveries and its effects on complaint bystanders
Hutzinger, Clemens
;
Weitzl, Wolfgang
- In:
Journal of business research : JBR
130
(
2021
),
pp. 525-538
Persistent link: https://www.econbiz.de/10012544868
Saved in:
4
Impact of social media on corporate reputation of banks in India : a customers' perspective
Mehta, Reena
;
Gupta-Bhattacharya, Nupur
;
Talwar, Shalini
- In:
Bank parikrama : a journal of banking & finance : …
43
(
2018
)
1/4
,
pp. 16-40
Persistent link: https://www.econbiz.de/10012023846
Saved in:
5
The effects of online incivility and consumer-to-consumer interactional justice on complainants, observers, and service providers during social media service recovery
Bacile, Todd J.
;
Wolter, Jeremy S.
;
Allen, Alexis M.
; …
- In:
Journal of interactive marketing : a quarterly …
44
(
2018
),
pp. 60-81
Persistent link: https://www.econbiz.de/10011949553
Saved in:
6
The impact and success of health-care-related social media usage- pre- and post-COVID analysis
Srivastava, Mallika
;
Raina, Madhur
- In:
International journal of pharmaceutical and healthcare …
16
(
2022
)
4
,
pp. 624-644
Persistent link: https://www.econbiz.de/10014336857
Saved in:
7
Das bunte Ei : mit Kundenbegeisterung gewinnen
Strupat, Ralf R.
-
2008
Persistent link: https://www.econbiz.de/10003672770
Saved in:
8
Examining the trade-off between compensation and promptness in eWOM-triggered service recovery : a restorative justice perspective
Liu, Hongfei
;
Jayawardhena, Chanaka
;
Dibb, Sally
; …
- In:
Tourism management : research, policies, practice
75
(
2019
),
pp. 381-392
Persistent link: https://www.econbiz.de/10012063617
Saved in:
9
Blueprint for retail website design : attracting and retaining millennial online shoppers
Wright, Linda Berns
;
Haug, James C.
;
Huckabee, Allen
- In:
Journal of internet commerce
18
(
2019
)
2
,
pp. 170-196
Persistent link: https://www.econbiz.de/10012179574
Saved in:
10
Digital customer experience : an emerging theme in customer service excellence
Grønholdt, Lars
- In:
Key challenges and opportunities for quality, …
,
(pp. 143-152)
.
2021
Persistent link: https://www.econbiz.de/10012506167
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