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isPartOf:"International journal of quality and service sciences"
~isPartOf:"Journal of interactive marketing : a quarterly publication from the Direct Marketing Educational Foundation"
~subject:"Dienstleistungsmanagement"
~subject:"Kundenzufriedenheit"
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Dienstleistungsmanagement
Kundenzufriedenheit
Beschwerdemanagement
14
Complaint management
14
Dienstleistungsqualität
12
Service quality
11
Customer satisfaction
10
Beziehungsmarketing
7
Relationship marketing
7
Consumer behaviour
6
Customer service
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Konsumentenverhalten
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Service recovery
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Emotion
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Svensson, Göran
3
Petzer, Daniel J.
2
Svari, Sander
2
Ahasanul Haque
1
Allen, Alexis M.
1
Arun Kumar Tarofder
1
Azam, S. M. Ferdous
1
Bacile, Todd J.
1
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Chebat, Jean-Charles
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El Hedhli, Kamel
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Rejikumar G.
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Selvantharan, Prashantini
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Theotokis, Aristeidis
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Thomas, Ajith K.
1
Wardley, Marcus
1
Wolter, Jeremy S.
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Xu, Pei
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International journal of quality and service sciences
Journal of interactive marketing : a quarterly publication from the Direct Marketing Educational Foundation
Journal of business research : JBR
45
International journal of hospitality management
34
Journal of retailing and consumer services
33
The journal of services marketing
29
Journal of hospitality marketing & management
21
Service business
20
Journal of service research : JSR
16
International journal of contemporary hospitality management
15
The service industries journal
14
Journal of the Academy of Marketing Science
12
European journal of marketing : EJM
10
Journal of service management
10
Marketing letters : a journal of research in marketing
10
Psychology & marketing
9
Journal of air transport management
8
Journal of service theory and practice
8
Managing service quality : MSQ ; an international journal
8
Services marketing quarterly
8
Ilmenauer Schriften zur Betriebswirtschaftslehre
7
Journal of hospitality & tourism research : JHTR ; the professional journal of the Council on Hotel, Restaurant, and Institutional Education
7
Journal of retailing
7
Journal of service theory and practice : JSTP
7
Asia Pacific journal of marketing and logistics
6
Journal of marketing
6
Journal of strategic marketing
6
Business horizons
5
Cogent business & management
5
Journal of consumer behaviour : an international research review
5
Journal of service research
5
Australasian marketing journal
4
International journal of operations & production management : IJOPM ; the official journal of the European Operations Management Association, EUROMA
4
International journal of services and operations management
4
International journal of services, economics and management
4
Journal of consumer marketing
4
Journal of travel and tourism marketing
4
Marketing intelligence & planning
4
Reihe: Wissenschaftliche Arbeitspapiere / W / Institut für Marktorientierte Unternehmensführung, Universität Mannheim
4
SpringerLink / Bücher
4
Total quality management & business excellence
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ECONIS (ZBW)
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1
The role of switching cost in the e-service recovery framework among banking customers
Jose, Ajay
;
Mathew, Sonia
;
Rejikumar G.
;
Chacko, Dony Peter
- In:
International journal of quality and service sciences
14
(
2022
)
1
,
pp. 86-109
Persistent link: https://www.econbiz.de/10012884465
Saved in:
2
Service recovery in unaffected consumers : evidence of a recovery paradox
Wardley, Marcus
- In:
International journal of quality and service sciences
14
(
2022
)
1
,
pp. 121-132
Persistent link: https://www.econbiz.de/10012884467
Saved in:
3
Self-service technology recovery : the effect of recovery initiation and locus of responsibility
Dao, Hung M.
;
Theotokis, Aristeidis
- In:
Journal of interactive marketing : a quarterly …
54
(
2021
),
pp. 25-39
Persistent link: https://www.econbiz.de/10012592151
Saved in:
4
The effects of online incivility and consumer-to-consumer interactional justice on complainants, observers, and service providers during social media service recovery
Bacile, Todd J.
;
Wolter, Jeremy S.
;
Allen, Alexis M.
; …
- In:
Journal of interactive marketing : a quarterly …
44
(
2018
),
pp. 60-81
Persistent link: https://www.econbiz.de/10011949553
Saved in:
5
Atypical shifts post-failure : influence of co-creation on attribution and future motivation to co-create
Sugathan, Praveen
;
Ranjan, Kumar Rakesh
;
Mulky, Avinash G.
- In:
Journal of interactive marketing : a quarterly …
38
(
2017
),
pp. 64-81
Persistent link: https://www.econbiz.de/10011695225
Saved in:
6
Understanding negative emotions in services through teleological actions
Padin, Carmen
;
Svensson, Göran
- In:
International journal of quality and service sciences
9
(
2017
)
1
,
pp. 67-84
Persistent link: https://www.econbiz.de/10011650515
Saved in:
7
The mediating influence of service failure explanation on customer repurchase intention through customers satisfaction
Arun Kumar Tarofder
;
Nikhashemi, Seyed Rajab
;
Azam, S. …
- In:
International journal of quality and service sciences
8
(
2016
)
4
,
pp. 516-535
Persistent link: https://www.econbiz.de/10011641344
Saved in:
8
A cross-cultural perspective on consumer perceptions of service failures' severity : a pilot study
Zourrig, Haithem
;
El Hedhli, Kamel
;
Chebat, Jean-Charles
- In:
International journal of quality and service sciences
6
(
2014
)
4
,
pp. 238-257
Persistent link: https://www.econbiz.de/10010469104
Saved in:
9
Perceived justice in South African airline and hospital industries : measurement model
DeMeyer, Christine F.
;
Petzer, Daniel J.
;
Svari, Sander
; …
- In:
International journal of quality and service sciences
5
(
2013
)
2
,
pp. 120-139
Persistent link: https://www.econbiz.de/10009768462
Saved in:
10
Perceived justice in South African airline and hospital industries : measurement model
Meyer, Christine F. De
;
Petzer, Daniel J.
;
Svari, Sander
; …
- In:
International journal of quality and service sciences
5
(
2013
)
2
,
pp. 120-139
Persistent link: https://www.econbiz.de/10010160050
Saved in:
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