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isPartOf:"Journal of marketing"
~isPartOf:"Journal of service research : JSR"
~isPartOf:"Journal of service theory and practice"
~subject:"Complaint management"
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Complaint management
Customer service
65
Kundenservice
65
Beziehungsmarketing
35
Relationship marketing
35
Customer satisfaction
33
Dienstleistungsqualität
33
Kundenzufriedenheit
33
Service quality
33
Consumer behaviour
18
Konsumentenverhalten
18
Beschwerdemanagement
17
Dienstleistungssektor
10
Service industry
10
Arbeitsverhalten
8
Emotion
8
Salespeople
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Verkaufspersonal
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Work behaviour
8
Dienstleistung
6
Services
6
frontline employees
6
Service failure
5
Stress
5
Work stress
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service failure
5
service recovery
5
Arbeitskräfte
4
Arbeitszufriedenheit
4
Customer integration
4
Dienstleistungsmanagement
4
Job satisfaction
4
Kundenintegration
4
Robot
4
Roboter
4
Service management
4
Service recovery
4
USA
4
United States
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English
17
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Sörqvist, Patrik
2
Tsarenko, Yelena
2
Adil, Mohd
1
Ahmadi, Zahra
1
Andrews, Michelle
1
Berggren, Benny
1
Bharti, Kumkum
1
Björkman, Jesper
1
Brady, Michael K.
1
Capella, Michael L.
1
Casidy, Riza
1
Cui, Jinsheng
1
Dong, Beibei
1
Du, Jianguo
1
Edström, Andreas
1
Ek, Peter
1
Evans, Kenneth R.
1
Gabbott, Mark
1
Gelbrich, Katja
1
Gentlemen, Gramercy
1
Grégoire, Yany
1
Gäthke, Jana
1
Hill, Ronald Paul
1
Hindman, Dustin
1
Ho, Ting Hin
1
Hopkins, Lucas M.
1
Jebarajakirthy, Charles
1
Jin, Shuai
1
Kanuri, Vamsi K.
1
Kavak, Bahtışen
1
Khalid, Adeel
1
Khan, Muhammad Aamir Shafique
1
Kim, Yungchul
1
Korn, Nathalie
1
Larivière, Bart
1
Ma, Chunhao
1
Maseeh, Haroon Iqbal
1
Mazraeh, Hanan
1
Mok, Wai Hoe
1
Molin, Jonas
1
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Journal of marketing
Journal of service research : JSR
Journal of service theory and practice
Journal of business research : JBR
20
The journal of services marketing
15
International journal of hospitality management
14
Journal of retailing and consumer services
11
Psychology & marketing
7
The service industries journal
7
Journal of retailing
6
Journal of service research
6
International journal of contemporary hospitality management
5
International journal of quality and service sciences
5
Journal of hospitality marketing & management
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)
17
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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
The effect of service recovery on socially distant third-party customers : an experimental research on emotions, forgiveness, repatronage intention and WoM
Çelik, Süleyman
;
Tektaş, Öznur Özkan
;
Kavak, Bahtışen
- In:
Journal of service theory and practice
34
(
2024
)
4
,
pp. 519-542
Persistent link: https://www.econbiz.de/10015055431
Saved in:
4
Robot service failure : the double-edged sword effect of emotional labor in service recovery
Shi, Yunxia
;
Zhang, Rumeng
;
Ma, Chunhao
;
Wang, Lijie
- In:
Journal of service theory and practice
33
(
2023
)
1
,
pp. 72-88
Persistent link: https://www.econbiz.de/10014301943
Saved in:
5
Participative leadership and service recovery performance : a moderated mediation model
Khan, Muhammad Aamir Shafique
;
Du, Jianguo
;
Jin, Shuai
; …
- In:
Journal of service theory and practice
33
(
2023
)
4
,
pp. 537-555
Persistent link: https://www.econbiz.de/10014302373
Saved in:
6
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:
7
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:
8
Online service failure : antecedents, moderators and consequences
Adil, Mohd
;
Sadiq, Mohd
;
Jebarajakirthy, Charles
; …
- In:
Journal of service theory and practice
32
(
2022
)
6
,
pp. 797-842
Persistent link: https://www.econbiz.de/10013440334
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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