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~subject:"Service industry"
~type_genre:"Aufsatz in Zeitschrift"
~type_genre:"Elektronischer Datenträger als Beilage"
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Search: subject_exact:"Complaint management"
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Service industry
Beschwerdemanagement
1,135
Complaint management
1,135
Dienstleistungsqualität
701
Service quality
701
Customer satisfaction
639
Kundenzufriedenheit
639
Consumer behaviour
522
Konsumentenverhalten
522
Beziehungsmarketing
516
Relationship marketing
516
Customer service
285
Kundenservice
285
Service recovery
152
Service failure
134
Emotion
132
Viral marketing
99
Virales Marketing
99
service recovery
93
service failure
86
Justice
84
Gerechtigkeit
80
Social Web
80
Social web
80
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74
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74
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67
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60
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60
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58
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46
Gastronomie
46
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46
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46
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37
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67
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Aufsatz in Zeitschrift
Elektronischer Datenträger als Beilage
Article in journal
67
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6
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6
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67
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Brady, Michael K.
2
Jang, Soocheong
2
Kim, Jong-hyeong
2
Krishna, Anupam
2
Lu, Lu
2
Otero-Neira, Carmen
2
Palmeira, Mauricio
2
Paul, Justin
2
Svensson, Göran
2
Al Alawi, Alamir
1
Al-Ababneh, Mukhles M.
1
Al-Badarneh, Mohammad B.
1
Al-Romeedy, Bassam Samir
1
Al-Sabi, Samer M.
1
Ali, Sara
1
Allen, Alexis M.
1
Amorim, Marlene
1
Andajigarmaroudi, Saeed
1
Anwar, Sohail
1
Ashraf, Rohail
1
Biswas, Supriya
1
Blandina, Alexander
1
Cai, Ruiying
1
Chang, Chia-Jung
1
Chen, Nuoya
1
Chen, Pei-Chi
1
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1
Cheng Wei Hin
1
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1
Cheng, T. C. E.
1
Cheng, Yin-Hui
1
Cheng, Yu-chi
1
Chi, Nai-Wen
1
Chiew, Tung Moi
1
Chih, Wen-hai
1
Cho, Yoon C.
1
Chuang, Shih-Chieh
1
Cusin, Julien
1
Dangayach, G. S.
1
Daskin, Mustafa
1
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International journal of hospitality management
7
Journal of service research : JSR
4
Journal of the Academy of Marketing Science
4
The journal of services marketing
4
International journal of production economics
3
Journal of business research : JBR
3
Asia Pacific journal of marketing and logistics
2
International journal of quality and service sciences
2
Journal of relationship marketing : innovations & enhancements for customer service, relations & satisfaction
2
Journal of retailing and consumer services
2
Journal of service theory and practice : JSTP
2
Psychology & marketing
2
Australasian marketing journal
1
Australasian marketing journal : AMJ ; official journal of the Australia-New Zealand Marketing Academy (ANZMAC)
1
Enlightening tourism : ET ; a pathmaking journal
1
European journal of international management : EJIM
1
European journal of marketing
1
International journal of business excellence : IJBEX
1
International journal of contemporary hospitality management
1
International journal of management practice : IJMP
1
International journal of research in marketing : IJRM ; official journal of the European Marketing Academy
1
International journal of services, economics and management
1
Journal for global business advancement : JGBA
1
Journal of air transport management
1
Journal of business & economics research
1
Journal of consumer marketing
1
Journal of hospitality marketing & management
1
Journal of international consumer marketing
1
Journal of international marketing
1
Journal of service management
1
Journal of transnational management : the official journal of the International Management Development Association
1
Journal of travel research : a quarterly publication of the Travel and Tourism Research Association
1
Management decision
1
Managing service quality : MSQ ; an international journal
1
Paradigm : the journal of Institute of Management Technology
1
Review of marketing research
1
Service business
1
Services marketing quarterly
1
The journal of applied business research
1
The marketing review
1
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ECONIS (ZBW)
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1
Mapping the service recovery research landscape : a bibliometric-based systematic review
Mir, Mahmood
;
Ashraf, Rohail
;
Syed, Tahir Abbas
;
Ali, Sara
- In:
Psychology & marketing
40
(
2023
)
10
,
pp. 2060-2087
Persistent link: https://www.econbiz.de/10014338470
Saved in:
2
When and why signaling frontline employee inexperience can prove to be an asset : effects on consumer forgiveness for service failure
Flacandji, Michaël
;
Cusin, Julien
;
Lunardo, Renaud
- In:
Psychology & marketing
40
(
2023
)
12
,
pp. 2728-2742
Persistent link: https://www.econbiz.de/10014432547
Saved in:
3
Can robots recover a service using interactional justice as employees do? : a literature review-based assessment
Lajante, Mathieu
;
Remisch, David
;
Dorofeev, Nikita
- In:
Service business
17
(
2023
)
1
,
pp. 315-357
Persistent link: https://www.econbiz.de/10014282973
Saved in:
4
Service mega-disruptions : a conceptual model and research agenda
Vredenburg, Jessica
;
Kapitan, Sommer
;
Jang, Sharon
- In:
The journal of services marketing
38
(
2024
)
1
,
pp. 131-144
Persistent link: https://www.econbiz.de/10014473598
Saved in:
5
Achieving service recovery through service innovation : the critical role of employee empowerment
Al-Ababneh, Mukhles M.
;
Masadeh, Mousa A.
;
Al-Sabi, Samer M.
- In:
Enlightening tourism : ET ; a pathmaking journal
11
(
2021
)
1
,
pp. 40-88
Persistent link: https://www.econbiz.de/10012583799
Saved in:
6
Theoretical advances in service breakdown prevention and recovery : rich service enactment to improve server-client interactions and outcomes
De Villiers, Rouxelle
;
Woodside, Arch G.
;
Tipgomut, …
- In:
Australasian marketing journal : AMJ ; official journal …
31
(
2023
)
2
,
pp. 164-180
Persistent link: https://www.econbiz.de/10014252829
Saved in:
7
Mitigating immediate and lagged effects of customer mistreatment on service failure and sabotage : critical roles of service recovery behaviors
Wang, I-An
;
Chen, Pei-Chi
;
Chi, Nai-Wen
- In:
Journal of business research : JBR
154
(
2023
),
pp. 1-17
Persistent link: https://www.econbiz.de/10013468630
Saved in:
8
Customer responses to airline companies' service failure and recovery strategies : the moderating role of service failure habit
Elbaz, Ahmed Mohamed
;
Soliman, Mohammad
;
Al Alawi, Alamir
; …
- In:
Tourism review
78
(
2023
)
1
,
pp. 1-17
Persistent link: https://www.econbiz.de/10014235249
Saved in:
9
Managing service shutdowns: Cash refunds or vouchers?
Chen, Rachel R.
;
Gerstner, Eitan
;
Halbheer, Daniel
; …
- In:
International journal of research in marketing : IJRM ; …
40
(
2023
)
2
,
pp. 294-315
Persistent link: https://www.econbiz.de/10014316585
Saved in:
10
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
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