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isPartOf:"Journal of marketing"
~isPartOf:"Journal of retailing and consumer services"
~isPartOf:"Journal of service research : JSR"
~subject:"Complaint management"
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Complaint management
Customer service
121
Kundenservice
121
Dienstleistungsqualität
76
Service quality
76
Customer satisfaction
67
Kundenzufriedenheit
67
Beziehungsmarketing
58
Relationship marketing
58
Consumer behaviour
52
Konsumentenverhalten
52
Beschwerdemanagement
20
Dienstleistungssektor
18
Service industry
18
Emotion
17
Arbeitsverhalten
13
Einzelhandel
13
Retail trade
13
Work behaviour
13
Salespeople
12
Verkaufspersonal
12
Satisfaction
11
Arbeitszufriedenheit
9
Job satisfaction
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Service failure
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Arbeitskräfte
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United States
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Künstliche Intelligenz
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Mobile communications
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Mobilkommunikation
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Online retailing
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Online-Handel
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Service encounters
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Service recovery
6
frontline employees
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20
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Tsarenko, Yelena
2
Altinigne, Nesenur
1
Andrews, Michelle
1
Arikan, Esra
1
Bagherzadeh, Ramin
1
Berbel-Pineda, Juan M.
1
Bicho, Marta
1
Bougoure, Ursula Sigrid
1
Brady, Michael K.
1
Cambra-Fierro, Jesús
1
Capella, Michael L.
1
Casidy, Riza
1
Chen, Nuoya
1
Cho, Youngju
1
Dong, Beibei
1
Dootson, Paula
1
Evans, Kenneth R.
1
Fan, Xiucheng
1
Fazal-e-Hasan, Syed
1
Gabbott, Mark
1
Gelbrich, Katja
1
Gentlemen, Gramercy
1
Grégoire, Yany
1
Gäthke, Jana
1
Harun, Ahasan
1
Hill, Ronald Paul
1
Hindman, Dustin
1
Hopkins, Lucas M.
1
Hu, Jing
1
Huang, Yu-Shan
1
Jiao, Jinfeng
1
Kanuri, Vamsi K.
1
Kuzgun, Ebru
1
Larivière, Bart
1
Martinez, Luisa M.
1
Mohanty, Smaraki
1
Mok, Wai Hoe
1
Mortimer, Gary
1
Okan, Mehmet
1
Orsingher, Chiara
1
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Journal of marketing
Journal of retailing and consumer services
Journal of service research : JSR
Journal of business research : JBR
19
The journal of services marketing
15
International journal of hospitality management
14
Journal of service theory and practice
7
Psychology & marketing
7
The service industries journal
7
Journal of retailing
6
International journal of contemporary hospitality management
5
International journal of quality and service sciences
5
Journal of hospitality marketing & management
5
Journal of service research
5
Managing service quality : MSQ ; an international journal
5
Marketing letters : a journal of research in marketing
5
Services marketing quarterly
5
Business horizons
4
International journal of operations & production management : IJOPM ; the official journal of the European Operations Management Association, EUROMA
4
Journal of the Academy of Marketing Science
4
Gabler Edition Wissenschaft
3
Ilmenauer Schriften zur Betriebswirtschaftslehre
3
International journal of business information systems : IJBIS
3
International journal of services, economics and management
3
Journal of hospitality & tourism research : JHTR ; the professional journal of the Council on Hotel, Restaurant, and Institutional Education
3
Journal of service management
3
Journal of service theory and practice : JSTP
3
Management science : journal of the Institute for Operations Research and the Management Sciences
3
Service business
3
Asia Pacific journal of marketing and logistics
2
Asia-Pacific journal of business administration
2
Cogent business & management
2
Customer Relationship Management : neue CRM-Best-Practice-Fallstudien und -Konzepte zu Prozessen, Organisation, Mitarbeiterführung und Technologie
2
European journal of marketing
2
European journal of marketing : EJM
2
International journal of consumer studies
2
International journal of electronic commerce : IJEC
2
International journal of production economics
2
International journal of services and operations management
2
Journal for global business advancement : JGBA
2
Journal of air transport management
2
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ECONIS (ZBW)
20
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1
Examining the impact of service robot communication styles on customer intimacy following service failure
Park, Junsung
;
Yoo, Joon Woo
;
Cho, Youngju
;
Park, Heejun
- In:
Journal of retailing and consumer services
75
(
2023
),
pp. 1-9
Persistent link: https://www.econbiz.de/10014372639
Saved in:
2
Would you try it again? : dual effects of customer mindfulness on service recovery
Martinez, Luisa M.
;
Pacheco, Natália Araújo
;
Ramos, …
- In:
Journal of retailing and consumer services
74
(
2023
),
pp. 1-13
Persistent link: https://www.econbiz.de/10014364668
Saved in:
3
May robots be held responsible for service failure and recovery? : the role of robot service provider agents' human-likeness
Arikan, Esra
;
Altinigne, Nesenur
;
Kuzgun, Ebru
;
Okan, Mehmet
- In:
Journal of retailing and consumer services
70
(
2023
),
pp. 1-11
Persistent link: https://www.econbiz.de/10014240279
Saved in:
4
Chatbots and service failure : when does it lead to customer aggression
Huang, Yu-Shan
;
Dootson, Paula
- In:
Journal of retailing and consumer services
68
(
2022
),
pp. 1-11
Persistent link: https://www.econbiz.de/10013366333
Saved in:
5
To err is human : tolerate humans instead of machines in service failure
Chen, Nuoya
;
Mohanty, Smaraki
;
Jiao, Jinfeng
;
Fan, Xiucheng
- In:
Journal of retailing and consumer services
59
(
2021
),
pp. 1-11
Persistent link: https://www.econbiz.de/10012433727
Saved in:
6
Self-diminishing effects of awe on consumer forgiveness in service encounters
Yang, Yan
;
Hu, Jing
- In:
Journal of retailing and consumer services
60
(
2021
),
pp. 1-10
Persistent link: https://www.econbiz.de/10012502710
Saved in:
7
Pursuit of loyalty in service recovery : the roles of brand equity and cognitive reappraisal as moderators
Harun, Ahasan
;
Rokonuzzaman, Md
- In:
Journal of retailing and consumer services
62
(
2021
),
pp. 1-11
Persistent link: https://www.econbiz.de/10012648862
Saved in:
8
The journey from customer participation in service failure to co-creation in service recovery
Bagherzadeh, Ramin
;
Rawal, Monika
;
Wei, Shuqin
; …
- In:
Journal of retailing and consumer services
54
(
2020
),
pp. 1-10
Persistent link: https://www.econbiz.de/10012238366
Saved in:
9
The unintended consequence of price-based service recovery incentives
Kanuri, Vamsi K.
;
Andrews, Michelle
- In:
Journal of marketing
83
(
2019
)
5
,
pp. 57-77
Persistent link: https://www.econbiz.de/10012176134
Saved in:
10
A customer scorned : effects of employee reprimands in frontline service encounters
Pugh, Harrison B.
;
Brady, Michael K.
;
Hopkins, Lucas M.
- In:
Journal of service research : JSR
21
(
2018
)
2
,
pp. 219-234
Persistent link: https://www.econbiz.de/10011855801
Saved in:
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