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How customers cope with servic...
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Customer satisfaction
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13,790
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6,649
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6,455
Consumer behaviour
6,025
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5,858
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5,689
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5,642
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4,360
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4,357
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2,019
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2,003
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1,295
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1,139
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1,108
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1,104
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1,078
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1,070
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1,070
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1,046
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923
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824
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822
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776
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Han, Heesup
77
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59
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55
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51
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49
Bilotkach, Volodymyr
46
Svensson, Göran
38
Aksoy, Lerzan
35
Mittal, Vikas
34
Müller, Kathrin
34
Ciliberto, Federico
33
Zhang, Anming
32
Gustafsson, Anders
30
Oum, Tae Hoon
29
Söderlund, Magnus
29
Wong, IpKin Anthony
29
Fageda, Xavier
28
Huber, Frank
28
Ringle, Christian M.
28
Usman, Osly
28
Shahin, Arash
27
Sharma, Piyush
27
Gil Saura, Irene
26
Hyun, Sunghyup Sean
26
Prybutok, Victor R.
26
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25
Prentice, Catherine
25
Flores-Fillol, Ricardo
24
Matzler, Kurt
24
Sparks, Beverley
24
Bruhn, Manfred
23
Jang, Soocheong
23
Evanschitzky, Heiner
22
Keiningham, Timothy
22
Bauer, Hans H.
21
Bilgihan, Anil
21
O'Connell, John F.
21
Ryu, Kisang
20
Balaji, M. S.
19
Belobaba, Peter P.
19
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19
Verlag Dr. Kovač
11
Books on Demand GmbH <Norderstedt>
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Erasmus Research Institute of Management (ERIM), ERIM is the joint research institute of the Rotterdam School of Management, Erasmus University and the Erasmus School of Economics (ESE) at Erasmus University Rotterdam.
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2
American Enterprise Institute for Public Policy Research
2
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2
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Journal of air transport management
633
Journal of retailing and consumer services
435
International journal of hospitality management
379
Journal of business research : JBR
317
Tourism management : research, policies, practice
207
The journal of services marketing
204
Journal of Services Marketing
194
Journal of travel and tourism marketing
192
The service industries journal
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Total quality management & business excellence : an official journal of the European Society for Organisational Excellence
176
Journal of revenue and pricing management
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Journal of hospitality marketing & management
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International journal of contemporary hospitality management
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Journal of travel research : a quarterly publication of the Travel and Tourism Research Association
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Transportation research / E : an international journal
116
European Journal of Marketing
115
Cogent business & management
107
International Journal of Bank Marketing
106
Services marketing quarterly
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Journal of hospitality & tourism research : JHTR ; the professional journal of the Council on Hotel, Restaurant, and Institutional Education
95
Tourism management perspectives : TMP
95
Journal of service research : JSR
93
Service business
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The TQM journal : the international review of organizational improvement
88
Asia Pacific journal of marketing and logistics
87
Psychology & marketing
83
International journal of productivity and quality management : IJPQM
82
International Journal of Contemporary Hospitality Management
81
Industrial marketing management : the international journal for industrial and high-tech firms
80
SpringerLink / Bücher
79
Journal of the Academy of Marketing Science
73
Journal of strategic marketing
71
Journal of service management
70
Tourism analysis : an interdisciplinary tourism & hospitality journal
70
International journal of services and operations management
69
International Journal of Quality & Reliability Management
67
Total quality management & business excellence
67
International journal of quality and service sciences
66
The international journal of bank marketing : IJBM
66
European journal of marketing : EJM
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ECONIS (ZBW)
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Other ZBW resources
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RePEc
757
USB Cologne (EcoSocSci)
268
EconStor
196
BASE
94
USB Cologne (business full texts)
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31
One firm’s loss is another’s gain : capitalizing on other firms’ service failures
Allen, Alexis M.
;
Brady, Michael K.
;
Robinson, Stacey G.
; …
- In:
Journal of the Academy of Marketing Science
43
(
2015
)
5
,
pp. 648-662
Persistent link: https://www.econbiz.de/10011340264
Saved in:
32
Spillover effects of service failures in coalition loyalty programs : the buffering effect of special treatment benefits
Schumann, Jan Hendrik
;
Wünderlich, Nancy V.
; …
- In:
Journal of retailing
90
(
2014
)
1
,
pp. 111-118
Persistent link: https://www.econbiz.de/10010359932
Saved in:
33
Effectiveness of recovery actions on deviant customer behavior : the moderating role of gender
Huey Chern Boo
;
Mattila, Anna S.
;
Tan, Ching Yeng
- In:
International journal of hospitality management
35
(
2013
),
pp. 180-192
Persistent link: https://www.econbiz.de/10010225814
Saved in:
34
Customer reactions to service failure and recovery in the banking industry : the influence of switching costs
Matos, Celso Augusto de
;
Henrique, Jorge Luiz
;
Rosa, …
- In:
The journal of services marketing
27
(
2013
)
7
,
pp. 526-538
Persistent link: https://www.econbiz.de/10010231177
Saved in:
35
Does delaying service-failure resolution ever make sense?
Zhou, Yuanyuan
;
Tsang, Alex S. L.
;
Huang, Minxue
;
Zhou, Nan
- In:
Journal of business research : JBR
67
(
2014
)
2
,
pp. 159-166
Persistent link: https://www.econbiz.de/10010238358
Saved in:
36
Service recovery's impact on customers next-in-line
Van Vaerenbergh, Yves
;
Vermeir, Iris
;
Larivière, Bart
- In:
Managing service quality : MSQ ; an international journal
23
(
2013
)
6
,
pp. 495-512
Persistent link: https://www.econbiz.de/10010202243
Saved in:
37
Service quality : the impact of frequency, timing, proximity, and sequence of failures and delights
Sivakumar, K.
;
Li, Mei
;
Dong, Beibei
- In:
Journal of marketing
78
(
2014
)
1
,
pp. 41-58
Persistent link: https://www.econbiz.de/10010250081
Saved in:
38
Does relationship matter? : customers' response to service failure
Tsai, Chia-ching
;
Yang, Yung-kai
;
Cheng, Yu-chi
- In:
Managing service quality : MSQ ; an international journal
24
(
2014
)
2
,
pp. 139-159
Persistent link: https://www.econbiz.de/10010254024
Saved in:
39
Responding to negative online reviews : the effects of hotel responses on customer inferences of trust and concern
Sparks, Beverley
;
So, Kevin Kam Fung
;
Bradley, Graham L.
- In:
Tourism management : research, policies, practice
53
(
2016
),
pp. 74-85
Persistent link: https://www.econbiz.de/10011440024
Saved in:
40
Powerlessness following service failure and its implications for service recovery
Wong, Jimmy
;
Newton, Joshua D.
;
Newton, Fiona J.
- In:
Marketing letters : a journal of research in marketing
27
(
2016
)
1
,
pp. 63-75
Persistent link: https://www.econbiz.de/10011444023
Saved in:
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