//--> //--> //--> //-->
Toggle navigation
Logout
Change account settings
EN
DE
ES
FR
A-Z
Beta
About EconBiz
News
Thesaurus (STW)
Research Skills
Help
EN
DE
ES
FR
My account
Logout
Change account settings
Login
Publications
Events
Your search terms
Search
Retain my current filters
isPartOf:"Journal of hospitality marketing & management"
~isPartOf:"International journal of consumer studies"
~isPartOf:"Journal of service research : JSR"
~isPartOf:"Journal of service theory and practice"
Search options
All Fields
Title
Exact title
Subject
Author
Institution
ISBN/ISSN
Published in...
Publisher
Open Access only
Advanced
Search history
My EconBiz
Favorites
Loans
Reservations
Fines
You are here:
Home
Search: subject_exact:"Customer complaints"
Narrow search
Delete all filters
| 4 applied filters
Year of publication
From:
To:
Subject
All
Beschwerdemanagement
82
Complaint management
82
Dienstleistungsqualität
54
Service quality
54
Consumer behaviour
53
Konsumentenverhalten
53
Customer satisfaction
45
Kundenzufriedenheit
45
Beziehungsmarketing
32
Relationship marketing
32
Customer service
22
Kundenservice
22
service failure
20
service recovery
18
Emotion
11
Viral marketing
10
Virales Marketing
10
Gastronomie
9
Hotel industry
9
Hotellerie
9
Restaurant industry
9
Online retailing
7
Online-Handel
7
Service failure
7
USA
7
United States
7
Social Web
6
Social web
6
Dienstleistungssektor
5
Internet marketing
5
Mobile communications
5
Mobilkommunikation
5
Online-Marketing
5
Service industry
5
perceived justice
5
Bibliometrics
4
Bibliometrie
4
Confidence
4
Gerechtigkeit
4
Justice
4
more ...
less ...
Online availability
All
Undetermined
45
Free
2
Type of publication
All
Article
82
Type of publication (narrower categories)
All
Article in journal
82
Aufsatz in Zeitschrift
82
Language
All
English
82
Author
All
Donoghue, Suné
3
Gelbrich, Katja
3
Mattila, Anna S.
3
Tsarenko, Yelena
3
Brady, Michael K.
2
Casidy, Riza
2
De Klerk, Helena M.
2
Koc, Erdogan
2
Larivière, Bart
2
McColl-Kennedy, Janet R.
2
Patterson, Paul G.
2
Robertson, Nichola
2
Roschk, Holger
2
Strydom, Nina
2
Sörqvist, Patrik
2
Van Vaerenbergh, Yves
2
Vermeir, Iris
2
Walsh, Gianfranco
2
Adil, Mohd
1
Ahmadi, Zahra
1
Albrecht, Arne Keno
1
Andreassen, Tor Wallin
1
Andrews, Lynda
1
Anusree, M. R.
1
Baker, Melissa A.
1
Basso, Kenny
1
Bearden, William O.
1
Beatty, Sharon E.
1
Berggren, Benny
1
Bharti, Kumkum
1
Björkman, Jesper
1
Blut, Markus
1
Boo, Soyoung
1
Boshoff, Christo
1
Brock, Christian
1
Browning, Victoria
1
Bunker, Matthew P.
1
Bustin, Adi
1
Butcher, Ken
1
Byun, Jaemun
1
more ...
less ...
Published in...
All
Journal of hospitality marketing & management
International journal of consumer studies
Journal of service research : JSR
Journal of service theory and practice
Journal of business research : JBR
70
International journal of hospitality management
55
Journal of retailing and consumer services
43
The journal of services marketing
43
The service industries journal
27
International journal of contemporary hospitality management
20
Journal of the Academy of Marketing Science
20
Service business
20
Psychology & marketing
16
European journal of marketing : EJM
15
Journal of retailing
15
Journal of service management
14
Managing service quality : MSQ ; an international journal
14
Journal of hospitality & tourism research : JHTR ; the professional journal of the Council on Hotel, Restaurant, and Institutional Education
13
Services marketing quarterly
13
Journal of air transport management
12
Journal of consumer behaviour : an international research review
12
Journal of marketing
12
Marketing letters : a journal of research in marketing
12
SpringerLink / Bücher
12
Journal of service research
11
Journal of marketing management : MM
10
International journal of quality and service sciences
9
Journal of service theory and practice : JSTP
9
Asia Pacific journal of marketing and logistics
8
Business horizons
8
Erfolgreiches Beschwerdemanagement : Wege zu Prozessverbesserungen und Kundenzufriedenheit
8
Ilmenauer Schriften zur Betriebswirtschaftslehre
8
International journal of production economics
8
Journal of strategic marketing
8
Journal of travel and tourism marketing
8
Tourism management : research, policies, practice
8
Marketing intelligence & planning
7
Reihe: Wissenschaftliche Arbeitspapiere / W / Institut für Marktorientierte Unternehmensführung, Universität Mannheim
7
Total quality management & business excellence : an official journal of the European Society for Organisational Excellence
7
Cogent business & management
6
more ...
less ...
Source
All
ECONIS (ZBW)
82
Showing
1
-
10
of
82
Sort
Relevance
Date (newest first)
Date (oldest first)
1
The demand-what-you-want strategy to service recovery : achieving high customer satisfaction with low service failure compensation using anchoring and precision effects
Korn, Nathalie
;
Björkman, Jesper
;
Ek, Peter
;
Pihlgren, …
- In:
Journal of service theory and practice
33
(
2023
)
7
,
pp. 73-93
Persistent link: https://www.econbiz.de/10014448174
Saved in:
2
Where service recovery meets its paradox : implications for avoiding overcompensation
Edström, Andreas
;
Nylander, Beatrice
;
Molin, Jonas
; …
- In:
Journal of service theory and practice
32
(
2022
)
7
,
pp. 1-13
Persistent link: https://www.econbiz.de/10013485922
Saved in:
3
Service robot's responses in service recovery and service evaluation : the moderating role of robots' social perception
Shan, Minghui
;
Zhu, Zhenzhong
;
Chen, Haipeng
;
Sun, Sijie
- In:
Journal of hospitality marketing & management
33
(
2024
)
2
,
pp. 145-168
Persistent link: https://www.econbiz.de/10014511796
Saved in:
4
Service failure and service recovery : a hybrid review and research agenda
Sahaf, Taiba Musadiq
;
Fazili, Asif Iqbal
- In:
International journal of consumer studies
48
(
2024
)
1
,
pp. 1-45
Persistent link: https://www.econbiz.de/10014465453
Saved in:
5
Is uniform pricing by competing retailers perceived as fair?
Wong, Phoebe
;
Vanharanta, Markus
;
Ng, Peggy M. L.
; …
- In:
International journal of consumer studies
48
(
2024
)
3
,
pp. 1-20
Persistent link: https://www.econbiz.de/10014531729
Saved in:
6
What drives customer engagement after a service failure? : the moderating role of customer trust
Honora, Andreawan
;
Chih, Wen-Hai
;
Ortiz, Jaime
- In:
International journal of consumer studies
47
(
2023
)
5
,
pp. 1714-1732
Persistent link: https://www.econbiz.de/10014335594
Saved in:
7
Factors influencing consumer forgiveness : a systematic literature review and directions for future research
Kim, Yungchul
;
Ho, Ting Hin
;
Tan, Lay Peng
;
Casidy, Riza
- In:
Journal of service theory and practice
33
(
2023
)
5
,
pp. 601-628
Persistent link: https://www.econbiz.de/10014339764
Saved in:
8
Framing your concerns right: an analysis of air passengers' complaints during two time periods
Sharma, Divya
;
Vimalkumar, M.
;
Gouda, Sirish Kumar
; …
- In:
Journal of service theory and practice
33
(
2023
)
6
,
pp. 721-747
Persistent link: https://www.econbiz.de/10014447494
Saved in:
9
When frontline robots emerge: the double-edged-sword effect of anticipated trust on intention to switch brands after service failure
Cui, Jinsheng
;
Zhang, Mengwei
;
Zhong, Jianan
- In:
Journal of service theory and practice
33
(
2023
)
6
,
pp. 842-872
Persistent link: https://www.econbiz.de/10014448129
Saved in:
10
Customer intention to participate in service recovery : what is it and what are the drivers?
Singh, Gurbir
;
Mishra, Abhishek
- In:
Journal of service theory and practice
33
(
2023
)
6
,
pp. 873-900
Persistent link: https://www.econbiz.de/10014448148
Saved in:
1
2
3
4
5
6
7
8
9
Next
Last
Results per page
10
25
50
100
250
A service of the
zbw
×
Loading...
//-->