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isPartOf:"Journal of service research : JSR"
~subject:"service failure"
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service failure
Dienstleistungsqualität
103
Service quality
103
Customer satisfaction
52
Kundenzufriedenheit
52
Beziehungsmarketing
47
Consumer behaviour
47
Konsumentenverhalten
47
Relationship marketing
47
Beschwerdemanagement
19
Complaint management
19
Dienstleistungssektor
19
Service industry
19
Dienstleistung
18
Services
18
Customer service
16
Kundenservice
16
service recovery
10
Emotion
8
Dienstleistungsmarketing
7
Services marketing
7
USA
7
United States
7
Customer value
6
E-commerce
6
Electronic Commerce
6
Kundenwert
6
Lieferantenmanagement
6
Supplier relationship management
6
customer satisfaction
6
Experiment
5
Gesundheitsversorgung
5
Health care
5
Online retailing
5
Online-Handel
5
Preismanagement
5
Pricing strategy
5
satisfaction
5
Arbeitsverhalten
4
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Brady, Michael K.
2
Aksoy, Lerzan
1
Bearden, William O.
1
Capella, Michael L.
1
Casidy, Riza
1
Fischer, Eileen M.
1
Gelbrich, Katja
1
Gentlemen, Gramercy
1
Grégoire, Yany
1
Gäthke, Jana
1
Haws, Kelly L.
1
Hill, Ronald Paul
1
Hopkins, Lucas M.
1
Keiningham, Timothy
1
Larivière, Bart
1
Loureiro, Yuliya Komarova
1
McColl-Kennedy, Janet R.
1
Morgeson, Forrest V.
1
Newton, Joshua D.
1
Orsingher, Chiara
1
Otnes, Cele
1
Patterson, Paul G.
1
Pugh, Harrison B.
1
Rapp, Justine M.
1
Van Vaerenbergh, Yves
1
Vermeir, Iris
1
Williams, Luke
1
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Journal of service research : JSR
Journal of hospitality marketing & management
11
Psychology & marketing
7
Journal of hospitality & tourism research : JHTR ; the professional journal of the Council on Hotel, Restaurant, and Institutional Education
4
Journal of marketing
4
Services marketing quarterly
4
The service industries journal
4
International journal of services, economics and management
3
Journal of service research
3
Total quality management & business excellence
3
International journal of business and economics
2
International journal of consumer studies
2
Journal of strategic marketing
2
Journal of travel and tourism marketing
2
Marketing science : the marketing journal of the Institute for Operations Research and the Management Sciences
2
Quality management journal : QMJ
2
The journal of services marketing
2
ASEAN marketing journal : Association of Southeast Asian Nations marketing journal
1
Administrative Sciences : open access journal
1
Australasian marketing journal : AMJ ; official journal of the Australia-New Zealand Marketing Academy (ANZMAC)
1
Cogent business & management
1
International journal of Indian culture and business management : IJICBM
1
International journal of business communication : IJBC ; a publication of the Association of Business Communication
1
International journal of business excellence : IJBEX
1
International journal of business information systems : IJBIS
1
International journal of electronic commerce : IJEC
1
International journal of electronic customer relationship management : IJECRM
1
International journal of financial services management : IJFSM
1
International journal of process management and benchmarking : IJPMB
1
International journal of technology marketing : IJTMkt
1
Journal of interactive marketing
1
Journal of internet commerce
1
Journal of management and strategy : JMS
1
Journal of marketing management : MM
1
Journal of nonprofit & public sector marketing
1
Journal of personal selling & sales management
1
Journal of public policy & marketing
1
Journal of relationship marketing : innovations & enhancements for customer service, relations & satisfaction
1
Journal of transnational management : the official journal of the International Management Development Association
1
Journal of vacation marketing : an international journal
1
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ECONIS (ZBW)
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1
Businesses beware : consumer immoral retaliation in response to perceived moral violations by companies
Loureiro, Yuliya Komarova
;
Haws, Kelly L.
;
Bearden, …
- In:
Journal of service research : JSR
21
(
2018
)
2
,
pp. 184-200
Persistent link: https://www.econbiz.de/10011855788
Saved in:
2
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:
3
Deck the halls with boughs of holly to soften evaluations of service failure
Newton, Joshua D.
;
Wong, Jimmy
;
Casidy, Riza
- In:
Journal of service research : JSR
21
(
2018
)
4
,
pp. 389-404
Persistent link: https://www.econbiz.de/10011951796
Saved in:
4
Antiservice as guiding maxim : tough lessons from a maximum security prison
Hill, Ronald Paul
;
Capella, Michael L.
;
Rapp, Justine M.
; …
- In:
Journal of service research : JSR
19
(
2016
)
1
,
pp. 57-71
Persistent link: https://www.econbiz.de/10011433173
Saved in:
5
Geysers or bubbling hot springs? : a cross-cultural examination of customer rage from Eastern and Western perspectives
Patterson, Paul G.
;
Brady, Michael K.
;
McColl-Kennedy, …
- In:
Journal of service research : JSR
19
(
2016
)
3
,
pp. 243-259
Persistent link: https://www.econbiz.de/10011665370
Saved in:
6
The nature and implications of consumers’ experiential framings of failure in high-risk service contexts
Zayer, Linda Tuncay
;
Otnes, Cele
;
Fischer, Eileen M.
- In:
Journal of service research : JSR
18
(
2015
)
3
,
pp. 303-317
Persistent link: https://www.econbiz.de/10011336507
Saved in:
7
How much compensation should a firm offer for a flawed service? : an examination of the nonlinear effects of compensation on satisfaction
Gelbrich, Katja
;
Gäthke, Jana
;
Grégoire, Yany
- In:
Journal of service research : JSR
18
(
2015
)
1
,
pp. 107-123
Persistent link: https://www.econbiz.de/10010483434
Saved in:
8
Service failure severity, customer satisfaction, and market share : an examination of the airline industry
Keiningham, Timothy
;
Morgeson, Forrest V.
;
Aksoy, Lerzan
; …
- In:
Journal of service research : JSR
17
(
2014
)
4
,
pp. 415-431
Persistent link: https://www.econbiz.de/10010432163
Saved in:
9
A meta-analysis of relationships linking service failure attributions to customer outcomes
Van Vaerenbergh, Yves
;
Orsingher, Chiara
;
Vermeir, Iris
; …
- In:
Journal of service research : JSR
17
(
2014
)
4
,
pp. 381-398
Persistent link: https://www.econbiz.de/10010432171
Saved in:
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