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United States
Service quality
21,753
Dienstleistungsqualität
21,002
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Customer satisfaction
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2,000
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1,984
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1,679
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1,676
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1,675
Complaint management
1,650
Beschwerdemanagement
1,649
Gesundheitsversorgung
1,644
Customer service
1,625
Papierindustrie
1,618
Vertrauen
1,616
Confidence
1,606
Business-to-business marketing
1,583
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1,576
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Helper, Susan
10
Han, Heesup
9
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9
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8
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Kane, Thomas J.
8
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8
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8
Ruhose, Jens
8
Figlio, David N.
7
Gray, Wayne B.
7
Min, Ho-key
7
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7
Rupp, Nicholas G.
7
Shadbegian, Ronald John
7
Taylor, Lowell J.
7
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6
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5
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CESifo GmbH
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Cato Institute
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EurOMA <21., 2014, Palermo>
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EurOMA <22., 2015, Neuenburg, Schweiz>
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Internationales Symposium Evaluation of Integrated Delivery Systems - Performance Measurement <2000, Berlin>
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Interregional Seminar on Petroleum Refining in Developing Countries <1973, Delhi>
1
James River Corporation <Richmond, Va.>
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Working paper / National Bureau of Economic Research, Inc.
129
Industrial marketing management : the international journal for industrial and high-tech firms
50
International journal of hospitality management
42
Health care management review : HCM review
30
Journal of business research : JBR
25
The journal of services marketing
23
Journal of retailing and consumer services
20
International journal of production economics
19
NBER working paper series
19
International journal of production research
18
Journal of service research : JSR
18
Quality management journal : QMJ
18
Services marketing quarterly
18
American journal of agricultural economics
17
The review of economics and statistics
17
European journal of operational research : EJOR
15
Journal of air transport management
15
Journal of hospitality & tourism research : JHTR ; the professional journal of the Council on Hotel, Restaurant, and Institutional Education
15
Journal of operations management
15
Auditing : a journal of practice & theory
14
Inquiry : a journal of health care organization, provision and financing
14
International journal of health care finance and economics
14
Contemporary accounting research : a journal of the Canadian Academic Accounting Association
13
Journal of business-to-business marketing
13
The American economic review
13
Applied economics
12
Economics of education review
12
Journal of the Academy of Marketing Science
12
The journal of business & industrial marketing
12
The journal of law, economics, & organization
12
Business horizons
11
Discussion paper series / IZA
11
International journal of contemporary hospitality management
11
Journal of health economics
11
Journal of hospitality marketing & management
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Journal of human resources : JHR
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Journal of marketing
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Journal of political economy
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ECONIS (ZBW)
2,783
RePEc
9
BASE
1
EconStor
1
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1
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2,794
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date (oldest first)
1
Returns management in a business-to-business context : its impact on customer satisfaction
Vachon, Stephan
;
Hajmohammd, Sara
;
Patry, Karine
- In:
International journal of integrated supply management : …
8
(
2013
)
4
,
pp. 173-192
Persistent link: https://www.econbiz.de/10010359673
Saved in:
2
Explaining satisfaction in double deviation scenarios : the effects of anger and distributive justice
Casado-Díaz, Ana B.
(
contributor
); …
-
2006
-
1. ed.
Persistent link: https://www.econbiz.de/10003377682
Saved in:
3
Service failures in online double deviation scenarios : justice theory approach
Lee, Eun Jung
;
Park, Jungkun
- In:
Managing service quality : MSQ ; an international journal
20
(
2010
)
1
,
pp. 46-69
Persistent link: https://www.econbiz.de/10003940606
Saved in:
4
Perceived justice in service recovery and behavioral intentions : the role of relationship quality
Ha, Jooyeon
;
Jang, Soocheong
- In:
International journal of hospitality management
28
(
2009
)
3
,
pp. 319-327
Persistent link: https://www.econbiz.de/10003855714
Saved in:
5
The contingent nature of service recovery system structures
Smith, Jeffery S.
;
Nagy, Paul F.
;
Karwan, Kirk R.
; …
- In:
International journal of operations & production …
32
(
2012
)
7
,
pp. 877-903
Persistent link: https://www.econbiz.de/10009572734
Saved in:
6
The impact of pre-existing attitude and conflict management style on customer satisfaction with service recovery
Mazaheri, Ebrahim
;
Basil, Debra Z.
;
Yanamandram, Venkata
; …
- In:
Journal of retailing and consumer services
18
(
2011
)
3
,
pp. 235-245
Persistent link: https://www.econbiz.de/10009158885
Saved in:
7
The role of tie strength on consumer dissatisfaction responses
Yang, Wan
;
Mattila, Anna S.
- In:
International journal of hospitality management
31
(
2012
)
2
,
pp. 399-404
Persistent link: https://www.econbiz.de/10009503304
Saved in:
8
Don't just fix it, make it better! : using frontline service employees to improve recovery performance
Heijden, Gielis A. H. van der
;
Schepers, Jeroen J. L.
; …
- In:
Journal of the Academy of Marketing Science
41
(
2013
)
5
,
pp. 515-530
Persistent link: https://www.econbiz.de/10010126691
Saved in:
9
Compensatory solution : can it save a company from a service failure?
Tran, Trang P.
;
Roswinanto, Widyarso
;
Yunus, Erlinda Nusron
- In:
Services marketing quarterly
37
(
2016
)
2
,
pp. 80-97
Persistent link: https://www.econbiz.de/10011486830
Saved in:
10
An examination of consumer advocacy and complaining behavior in the context of service failure
Chelminski, Piotr
;
Coulter, Robin A.
- In:
The journal of services marketing
25
(
2011
)
5
,
pp. 361-370
Persistent link: https://www.econbiz.de/10009272241
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