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Social Web
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10
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Interdisziplinäre Tagung des Forschungsnetzwerkes Europäische Kulturen in der Wirtschaftskommunikation <17., 2017, Frankfurt am Main>
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1
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1
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Journal of business research : JBR
118
Journal of retailing and consumer services
75
Information & management : the internat. journal of management processes and systems ; journal of IFIP Users Group
41
Industrial marketing management : the international journal for industrial and high-tech firms
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International journal of internet marketing and advertising : IJIMA
38
The journal of product & brand management
34
Journal of research in interactive marketing : interactive marketing and computer-mediated communication
31
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30
International journal of hospitality management
28
Journal of strategic marketing
27
The journal of brand management : an international journal
24
Journal of internet commerce
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Technological forecasting & social change : an international journal
23
Business horizons
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International journal of electronic marketing and retailing : IJEMR
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Marketing intelligence & planning
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International journal of business information systems : IJBIS
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Journal of management information systems : JMIS
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Journal of hospitality marketing & management
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Information systems research : ISR
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Psychology & marketing
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The journal of services marketing
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Tourism management : research, policies, practice
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International journal of electronic customer relationship management : IJECRM
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The service industries journal
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International journal of contemporary hospitality management
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Management science : journal of the Institute for Operations Research and the Management Sciences
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Asia Pacific journal of marketing and logistics
13
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ECONIS (ZBW)
2,796
EconStor
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1
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:
2
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
Saved in:
3
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:
4
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:
5
#IHateYourBrand: adaptive service recovery strategies on Twitter
Abney, Alexandra K.
;
Pelletier, Mark J.
;
Ford, …
- In:
The journal of services marketing
31
(
2017
)
3
,
pp. 281-294
Persistent link: https://www.econbiz.de/10011741259
Saved in:
6
"Actions speak louder than words" : an impact of service recovery antecedents on customer delight in quick-service restaurants
Agnihotri, Durgesh
;
Kulshreshtha, Kushagra
;
Tripathi, Vikas
- In:
Asia-Pacific journal of business administration
14
(
2022
)
4
,
pp. 421-444
Persistent link: https://www.econbiz.de/10013536877
Saved in:
7
Understanding the conceptualisation and strategies of service recovery processes in service organisations
Anwar, Sohail
- In:
International journal of services, economics and management
14
(
2023
)
2
,
pp. 175-197
Persistent link: https://www.econbiz.de/10014311637
Saved in:
8
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:
9
Do memorable restaurant experiences affect eWOM? : the moderating effect of consumers' behavioural engagement on social networking sites
Souki, Gustavo Quiroga
;
Oliveira, Alessandro Silva de
; …
- In:
The TQM journal : the international review of …
35
(
2023
)
8
,
pp. 2255-2281
Persistent link: https://www.econbiz.de/10014457640
Saved in:
10
Buffering effects of brand community identification in service failures : the role of customer citizenship behaviors
Mandl, Leonhard
;
Hogreve, Jens
- In:
Journal of business research : JBR
107
(
2020
),
pp. 130-137
Persistent link: https://www.econbiz.de/10012156727
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