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7,811
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Bruhn, Manfred
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64
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57
Stauss, Bernd
52
Straume, Odd Rune
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49
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48
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46
Hanushek, Eric Alan
45
Rivkin, Steven G.
43
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Shahin, Arash
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Aksoy, Lerzan
37
Brekke, Kurt R.
37
Gil Saura, Irene
37
Usman, Osly
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36
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Prentice, Catherine
35
Wirtz, Jochen
34
Wong, IpKin Anthony
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Sharma, Piyush
33
Huber, Frank
31
McColl-Kennedy, Janet R.
31
Sparks, Beverley
31
Edvardsson, Bo
30
Gelbrich, Katja
30
Jang, Soocheong
30
Ringle, Christian M.
30
Söderlund, Magnus
30
Hyun, Sunghyup Sean
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Pathak, Parag A.
29
Zhang, Min
29
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28
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28
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Edward Elgar Publishing
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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.
9
Erasmus Research Institute of Management (ERIM), Erasmus Universiteit Rotterdam
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6
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International journal of hospitality management
607
Journal of retailing and consumer services
552
Journal of business research : JBR
492
The service industries journal
374
Journal of Services Marketing
292
The journal of services marketing
283
Total quality management & business excellence : an official journal of the European Society for Organisational Excellence
273
Tourism management : research, policies, practice
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NBER working paper series
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International journal of contemporary hospitality management
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Auditing : a journal of practice & theory
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Services marketing quarterly
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Journal of air transport management
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Cogent business & management
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International Journal of Bank Marketing
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International journal of productivity and quality management : IJPQM
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Service business
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European Journal of Marketing
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International Journal of Contemporary Hospitality Management
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International journal of quality and service sciences
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International journal of quality & reliability management
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Discussion paper series / IZA
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Journal of service management
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Journal of the Academy of Marketing Science
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Finance research letters
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International journal of business information systems : IJBIS
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Journal of hospitality & tourism research : JHTR ; the professional journal of the Council on Hotel, Restaurant, and Institutional Education
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Industrial marketing management : the international journal for industrial and high-tech firms
122
Journal of travel research : a quarterly publication of the Travel and Tourism Research Association
116
Total quality management & business excellence
116
Information & management : the internat. journal of management processes and systems ; journal of IFIP Users Group
114
Management science : journal of the Institute for Operations Research and the Management Sciences
113
International journal of services and operations management
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ECONIS (ZBW)
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1,541
EconStor
762
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BASE
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1
Service recovery : the moderating role of customer loyalty in the context of Moroccan retail banking
Bendriouch, Fatima Zahra
;
Dassouli, Sara
;
Satt, Harit
; …
- In:
International journal of logistics economics and …
10
(
2023
)
3
,
pp. 209-236
Persistent link: https://www.econbiz.de/10015067029
Saved in:
2
Money for nothing : the impact of compensation on customers' bad-mouthing in service recovery encounters
Arsenovic, Jasenko
;
Edvardsson, Bo
;
Otterbring, Tobias
; …
- In:
Marketing letters : a journal of research in marketing
34
(
2023
)
1
,
pp. 69-82
Persistent link: https://www.econbiz.de/10014265992
Saved in:
3
User compensation as a data breach recovery action : an investigation of the Sony PlayStation Network breach
Goode, Sigi
;
Hoehle, Hartmut
;
Venkatesh, Viswanath
; …
- In:
Management information systems : mis quarterly
41
(
2017
)
3
,
pp. 703-727
Persistent link: https://www.econbiz.de/10011740851
Saved in:
4
First step in social media : measuring the influence of online management responses on customer satisfaction
Gu, Bin
;
Ye, Qiang
- In:
Production and operations management : an international …
23
(
2014
)
4
,
pp. 570-582
Persistent link: https://www.econbiz.de/10010364045
Saved in:
5
Post-service recovery customer satisfaction in Indian retail banking : a qualitative perspective
Mandal, Pratap Chandra
- In:
International journal of financial services management …
8
(
2015
)
1
,
pp. 1-17
Persistent link: https://www.econbiz.de/10011407241
Saved in:
6
The revitalising effect of ISO 9001 on dissatisfied customers
Petnji Yaya, Luc Honore
;
Marimon, Frederic
;
Casadesús, …
- In:
Total quality management & business excellence : an …
25
(
2014
)
8
,
pp. 856-864
Persistent link: https://www.econbiz.de/10010393804
Saved in:
7
Impact of service recovery, customer satisfaction, and corporate image on customer loyalty
Zaid, Sudirman
;
Palilati, Alida
;
Madjid, Rahmat
;
Bua, …
- In:
Journal of Asian finance, economics and business : JAFEB
8
(
2021
)
1
,
pp. 961-970
Persistent link: https://www.econbiz.de/10012692597
Saved in:
8
Future research direction for customer satisfaction in relation to complaint handling and service recovery in e-commerce
Kumari, Parveen
;
Kumar, Satinder
- In:
International journal of electronic customer …
12
(
2020
)
3
,
pp. 191-204
Persistent link: https://www.econbiz.de/10012509217
Saved in:
9
Service failure magnitude and paradox : a banking perspective
Singhal, Shuchi
;
Krishna, Anupam
;
Lazarus, Davis
- In:
Journal of relationship marketing : innovations & …
12
(
2013
)
3
,
pp. 191-203
Persistent link: https://www.econbiz.de/10010209887
Saved in:
10
Quantifying the dynamic effects of service recovery on customer satisfaction : evidence from Chinese mobile phone markets
Fang, Zheng
;
Luo, Xueming
;
Jiang, Minghua
- In:
Journal of service research : JSR
16
(
2013
)
3
,
pp. 341-355
Persistent link: https://www.econbiz.de/10009782132
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