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~subject:"Emotion"
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How customers cope with servic...
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Emotion
Customer satisfaction
15,530
Kundenzufriedenheit
13,874
Service quality
6,692
Dienstleistungsqualität
6,498
Consumer behaviour
6,078
Konsumentenverhalten
5,911
Relationship marketing
5,732
Beziehungsmarketing
5,685
Airline
4,402
Fluggesellschaft
4,399
Luftverkehr
2,056
Air transport
2,040
customer satisfaction
1,299
USA
1,141
Satisfaction
1,120
United States
1,105
Customer service
1,087
Online retailing
1,079
Online-Handel
1,079
Job satisfaction
1,060
Arbeitszufriedenheit
1,059
Kundenservice
1,030
Qualitätsmanagement
950
Holiday behaviour
934
Urlaubsverhalten
934
Quality management
924
Electronic Commerce
873
E-commerce
855
Complaint management
828
Beschwerdemanagement
827
Theorie
807
Theory
806
Brand management
782
Brand image
776
Tourism
773
Markenführung
771
Markenimage
767
Tourismus
753
Confidence
746
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Undetermined
440
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106
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Article
751
Book / Working Paper
81
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Article in journal
727
Aufsatz in Zeitschrift
727
Aufsatz im Buch
24
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24
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18
Graue Literatur
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Non-commercial literature
16
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10
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8
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8
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7
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Sammelwerk
3
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2
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2
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1
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1
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1
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1
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English
814
German
19
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Han, Heesup
10
Barnes, Donald C.
6
Mattila, Anna S.
6
Prayag, Girish
6
Vázquez Casielles, Rodolfo
6
Hanks, Lydia
5
Hosany, Sameer
5
Ladhari, Riadh
5
Medler-Liraz, Hana
5
Svensson, Göran
5
Vinh Van Thai
5
Cai, Ruiying
4
Chebat, Jean-Charles
4
Hyun, Sunghyup Sean
4
Lee, Choong-Ki
4
McColl-Kennedy, Janet R.
4
Miao, Li
4
Ribeiro, Manuel Alector
4
Schoefer, Klaus
4
Surachartkumtonkun, Jiraporn
4
Torres, Edwin N.
4
Alrawadieh, Zaid
3
Amin, Muslim
3
Bagozzi, Richard P.
3
Baloglu, Seyhmus
3
Bilgihan, Anil
3
Busser, James
3
Calvo-Porral, Cristina
3
Cervera-Taulet, Amparo
3
Chi, Nai-Wen
3
Chua, Bee-Lia
3
Cobanoglu, Cihan
3
Du, Jiangang
3
Fan, Xiucheng
3
Folse, Judith Anne Garretson
3
Frese, Michael
3
Giardini, Angelo
3
Gremler, Dwayne D.
3
Guchait, Priyanko
3
Gustafsson, Anders
3
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Eric Cuvillier <Firma>
1
European Society for Opinion and Marketing Research
1
Marketing Research Congress <44, 1991, Luxembourg>
1
Technische Universität Dresden
1
Published in...
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International journal of hospitality management
55
Journal of business research : JBR
27
Journal of retailing and consumer services
24
Journal of travel and tourism marketing
21
The journal of services marketing
21
Journal of hospitality marketing & management
20
Journal of travel research : a quarterly publication of the Travel and Tourism Research Association
15
Tourism management perspectives : TMP
15
International journal of contemporary hospitality management
13
Tourism management : research, policies, practice
13
Psychology & marketing
12
The service industries journal
12
Service business
9
Journal of service research : JSR
8
Journal of service theory and practice : JSTP
8
Services marketing quarterly
8
European journal of marketing : EJM
7
Journal of Asian finance, economics and business : JAFEB
7
Journal of air transport management
7
Total quality management & business excellence : an official journal of the European Society for Organisational Excellence
7
Journal of global scholars of marketing science : bridging Asia and the world ; JGSMS
6
Journal of service management
6
Journal of the Academy of Marketing Science
6
Information & management : the internat. journal of management processes and systems ; journal of IFIP Users Group
5
Journal of hospitality & tourism research : JHTR ; the professional journal of the Council on Hotel, Restaurant, and Institutional Education
5
Journal of marketing management : MM
5
Journal of service research
5
Managing service quality : MSQ ; an international journal
5
Nepalese journal of economics : a publication of Uniglobe College
5
Tourism analysis : an interdisciplinary tourism & hospitality journal
5
Tourism review
5
European journal of marketing
4
Industrial marketing management : the international journal for industrial and high-tech firms
4
International journal of business excellence : IJBEX
4
International journal of quality and service sciences
4
International journal of services and operations management
4
Journal of business ethics : JOBE
4
Journal of international trade & commerce
4
Journal of management : JOM
4
Journal of service theory and practice
4
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ECONIS (ZBW)
832
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1
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832
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date (oldest first)
1
Airline service : low-cost-carriers (LCCs) failure and passenger emotional experience
Herjanto, Halimin
;
Amin, Muslim
;
Okumus, Fevzi
; …
- In:
Tourism review
77
(
2022
)
3
,
pp. 945-963
Persistent link: https://www.econbiz.de/10013368792
Saved in:
2
Guilt no longer a sin : the effect of guilt in the service recovery paradox
Cheng, Yin-Hui
;
Chang, Chia-Jung
;
Chuang, Shih-Chieh
; …
- In:
Journal of service theory and practice : JSTP
25
(
2015
)
6
,
pp. 836-853
Persistent link: https://www.econbiz.de/10011392444
Saved in:
3
Preconsumption mood, causal explanations, and postrecovery reactions
Yang, Wan
;
Hanks, Lydia
- In:
Journal of hospitality marketing & management
25
(
2016
)
1/2
,
pp. 69-90
Persistent link: https://www.econbiz.de/10011453969
Saved in:
4
Can a CEO's YouTube apology following a service failure win customers' hearts?
Manika, Danae
;
Papagiannidis, Savvas
;
Bourlakis, Michael
- In:
Technological forecasting & social change : an …
95
(
2015
),
pp. 87-95
Persistent link: https://www.econbiz.de/10011474546
Saved in:
5
The fading effect bias : examining changes in affect and behavioral intention in restaurant service failures and reoveries
Kim, Jong-hyeong
;
Jang, Soocheong
- In:
International journal of hospitality management
40
(
2014
),
pp. 109-119
Persistent link: https://www.econbiz.de/10010388577
Saved in:
6
Behavioural consequences of verbally expressed and unexpressed customer rage emotions
Awasthi, Ashwini K.
;
Kumar, Vineet
- In:
Journal of consumer marketing
39
(
2022
)
1
,
pp. 133-144
Persistent link: https://www.econbiz.de/10013165322
Saved in:
7
Beyond anger : a neutralization perspective of customer revenge
Yang, Chaofan
;
Sun, Yongqiang
;
Shen, Xiao-Liang
- In:
Journal of business research : JBR
146
(
2022
),
pp. 363-374
Persistent link: https://www.econbiz.de/10013271411
Saved in:
8
Balancing reactions and actions between service receivers and service providers to resolve service failures
Magaña Carrillo, Irma
;
Svensson, Göran
;
Otero-Neira, …
- In:
International journal of business excellence : IJBEX
26
(
2022
)
1
,
pp. 20-41
Persistent link: https://www.econbiz.de/10013198109
Saved in:
9
Services gone wrong : investigating cause and affect
Harrison-Walker, L. Jean
- In:
Journal of customer behaviour
19
(
2020
)
1
,
pp. 73-94
Persistent link: https://www.econbiz.de/10012287501
Saved in:
10
The road to consumer forgiveness is paved with money or apology? : the roles of empathy and power in service recovery
Wei, Chuang
;
Liu, Maggie Wenjing
;
Keh, Hean Tat
- In:
Journal of business research : JBR
118
(
2020
),
pp. 321-334
Persistent link: https://www.econbiz.de/10012288607
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