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~subject:"Service quality"
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Service quality
Beziehungsmarketing
17
Complaint management
17
Customer satisfaction
17
Kundenzufriedenheit
17
Relationship marketing
17
Beschwerdemanagement
16
Dienstleistungsqualität
14
Consumer behaviour
12
Konsumentenverhalten
12
B-to-B-Marketing
8
Business-to-business marketing
8
Lieferantenmanagement
8
Social Web
8
Social web
8
Supplier relationship management
8
service recovery
6
Brand management
5
Innovation
5
Innovation management
5
Innovationsmanagement
5
Internet marketing
5
Markenführung
5
Online-Marketing
5
Service recovery
5
Social media
5
USA
5
United States
5
Customer revenge
4
Firm performance
4
Salespeople
4
Service failure
4
Unternehmenserfolg
4
Verkaufspersonal
4
Brand extension
3
Brand image
3
Corporate Social Responsibility
3
Corporate social responsibility
3
Crisis management
3
Customer service
3
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1
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Article
14
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14
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14
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English
14
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Grégoire, Yany
13
Béal, Mathieu
4
Sénécal, Sylvain
3
Gelbrich, Katja
2
Gäthke, Jana
2
Legoux, Renaud
2
Suri, Anshu
2
Tripp, Thomas M.
2
Carrillat, François A.
1
Chennamaneni, Pavan Rao
1
Fisher, Robert J.
1
Ghadami, Fateme
1
Joireman, Jeffrey
1
Khamitov, Mansur
1
Laporte, Sandra
1
Larocque, Denis
1
Laufer, Daniel
1
Mariadoss, Babu John
1
Mattila, Anna S.
1
Nguyen, Nguyen
1
Pomirleanu, Nadia
1
Radanielina-Hita, Marie-Louise
1
Rasoulian, Shahin
1
Rotman, Jeffrey D.
1
Sabadie, William
1
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Journal of the Academy of Marketing Science
4
Journal of service research
3
Journal of business research : JBR
2
Industrial marketing management : the international journal for industrial and high-tech firms
1
Journal of business ethics : JOBE
1
Journal of interactive marketing
1
Journal of service research : JSR
1
Marketing letters : a journal of research in marketing
1
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ECONIS (ZBW)
14
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1
Managing service quality in high customer contact B2B services across domestic and international markets
Pomirleanu, Nadia
;
Mariadoss, Babu John
;
Chennamaneni, …
- In:
Industrial marketing management : the international …
55
(
2016
),
pp. 131-143
Persistent link: https://www.econbiz.de/10011503639
Saved in:
2
Customer betrayal and retaliation : when your best customers become your worst enemies
Grégoire, Yany
;
Fisher, Robert J.
- In:
Journal of the Academy of Marketing Science
36
(
2008
)
2
,
pp. 247-261
Persistent link: https://www.econbiz.de/10003725646
Saved in:
3
A comprehensive model of customer direct and indirect revenge : understanding the effects of perceived greed and customer power
Grégoire, Yany
;
Laufer, Daniel
;
Tripp, Thomas M.
- In:
Journal of the Academy of Marketing Science
38
(
2010
)
6
,
pp. 738-758
Persistent link: https://www.econbiz.de/10008779087
Saved in:
4
How a firm's best versus normal customers react to compensation after a service failure
Gelbrich, Katja
;
Gäthke, Jana
;
Grégoire, Yany
- In:
Journal of business research : JBR
69
(
2016
)
10
,
pp. 4331-4339
Persistent link: https://www.econbiz.de/10011554578
Saved in:
5
How much compensation should a firm offer for a flawed service? : an examination of the nonlinear effects of compensation on satisfaction
Gelbrich, Katja
;
Gäthke, Jana
;
Grégoire, Yany
- In:
Journal of service research : JSR
18
(
2015
)
1
,
pp. 107-123
Persistent link: https://www.econbiz.de/10010483434
Saved in:
6
How do observers react to companies' humorous responses to online public complaints?
Béal, Mathieu
;
Grégoire, Yany
- In:
Journal of service research
25
(
2022
)
2
,
pp. 242-259
Persistent link: https://www.econbiz.de/10013268018
Saved in:
7
A systematic review of brand transgression, service failure recovery and product-harm crisis : integration and guiding insights
Khamitov, Mansur
;
Grégoire, Yany
;
Suri, Anshu
- In:
Journal of the Academy of Marketing Science
48
(
2020
)
3
,
pp. 519-542
Persistent link: https://www.econbiz.de/10012290970
Saved in:
8
How can firms stop customer revenge? : the effects of direct and indirect revenge on post-complaint responses
Grégoire, Yany
;
Ghadami, Fateme
;
Laporte, Sandra
; …
- In:
Journal of the Academy of Marketing Science
46
(
2018
)
6
,
pp. 1052-1071
Persistent link: https://www.econbiz.de/10011951624
Saved in:
9
The effects of relationship length on customer profitability after a service recovery
Béal, Mathieu
;
Sabadie, William
;
Grégoire, Yany
- In:
Marketing letters : a journal of research in marketing
30
(
2019
)
3/4
,
pp. 293-305
Persistent link: https://www.econbiz.de/10012144812
Saved in:
10
What do online complainers want? : an examination of the justice motivations and the moral implications of vigilante and reparation schemas
Grégoire, Yany
;
Legoux, Renaud
;
Tripp, Thomas M.
; …
- In:
Journal of business ethics : JOBE
160
(
2019
)
1
,
pp. 167-188
Persistent link: https://www.econbiz.de/10012121284
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