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United States
Relationship marketing
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25,678
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2,769
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2,119
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2,086
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2,042
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2,022
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12
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9
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Working paper / National Bureau of Economic Research, Inc.
122
International journal of hospitality management
54
Journal of business research : JBR
34
The journal of services marketing
34
Health care management review : HCM review
30
Journal of retailing and consumer services
28
Services marketing quarterly
26
Journal of service research : JSR
25
Industrial marketing management : the international journal for industrial and high-tech firms
23
Psychology & marketing
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Journal of the Academy of Marketing Science
19
Journal of hospitality & tourism research : JHTR ; the professional journal of the Council on Hotel, Restaurant, and Institutional Education
18
Journal of consumer research : JCR ; an interdisciplinary bimonthly
17
NBER working paper series
17
Quality management journal : QMJ
17
Academy of Management journal : AMJ
16
Journal of air transport 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
Journal of marketing
14
Harvard business review : HBR
13
Economics of education review
12
Health affairs : at the intersection of health, health care, and policy
12
Journal of travel and tourism marketing
12
Managing service quality : MSQ ; an international journal
12
The American economic review
12
Contemporary accounting research : a journal of the Canadian Academic Accounting Association
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 management : MM
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Journal of marketing theory and practice
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Journal of policy analysis and management : the journal of the Association for Public Policy Analysis and Management
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Journal of travel research : a quarterly publication of the Travel and Tourism Research Association
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ECONIS (ZBW)
2,686
RePEc
8
EconStor
1
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1
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:
2
A cross-cultural comparison of perceived informational fairness with service failure explanations
Wang, Chen-ya
;
Mattila, Anna S.
- In:
The journal of services marketing
25
(
2011
)
6
,
pp. 429-439
Persistent link: https://www.econbiz.de/10009390049
Saved in:
3
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:
4
Dissatisfaction after service failures as a realized transaction risk : customer opportunism as a function of external and internal rewards
Khantimirov, Denis
;
Karande, Kiran
;
Ford, John B.
- In:
Journal of retailing and consumer services
52
(
2020
),
pp. 1-9
Persistent link: https://www.econbiz.de/10012132180
Saved in:
5
America's service meltdown : restoring service excellence in the age of the customer
Pupo, Raul
-
2010
Persistent link: https://www.econbiz.de/10003942364
Saved in:
6
The role of relationships in service failure : a cross-cultural study : United States, China, and Korea
Suh, Munshik
;
Greene, Henry
;
Rho, Taeseok
;
Qi, Qin
- In:
Services marketing quarterly
34
(
2013
)
3
,
pp. 191-204
Persistent link: https://www.econbiz.de/10009778530
Saved in:
7
Managing negative reviews : the persuasive role of webcare characteristics
Ghosh, Tathagata
- In:
Journal of internet commerce
16
(
2017
)
2
,
pp. 148-173
Persistent link: https://www.econbiz.de/10011804469
Saved in:
8
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:
9
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:
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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