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isPartOf:"Omega : the international journal of management science"
~isPartOf:"Journal of service research"
~type_genre:"Article in journal"
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Search: subject_exact:"Customer complaints"
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Beschwerdemanagement
16
Complaint management
16
Dienstleistungsqualität
11
Service quality
11
Beziehungsmarketing
8
Consumer behaviour
8
Konsumentenverhalten
8
Relationship marketing
8
Customer satisfaction
7
Kundenzufriedenheit
7
Customer service
6
Kundenservice
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service recovery
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service failure
3
Betrug
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Brand image
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social media
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Bestellung
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Brand management
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Call centre
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Cognition
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Cultural identity
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Customer returns policies
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Grégoire, Yany
3
Mattila, Anna S.
2
Akturk, M. Serkan
1
Albrecht, Arne Keno
1
Beatty, Sharon E.
1
Bilstein, Nicola
1
Bolton, Lisa E.
1
Béal, Mathieu
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Chang, Hung-chi
1
Chen, Bintong
1
Chen, Jing
1
Chen, Shan
1
Choi, Sungwoo
1
Dye, Chung-yuan
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Fei, Zhuoying
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Gelbrich, Katja
1
Glikson, Ella
1
Gäthke, Jana
1
Ho, Chia-huei
1
Hogreve, Jens
1
Hsieh, Tsu-pang
1
Hörner, Kathrin Brigitte
1
Ketzenberg, Michael
1
Kopelman, Shirli
1
Legoux, Renaud
1
Liu, Zhuojun
1
Manitz, Michael
1
Mo, Tingting
1
Otnes, Cele
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Rafaeli, Anat
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Rasoulian, Shahin
1
Rees, Laura
1
Schäfers, Tobias
1
Stakhovych, Stanislav
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Stolletz, Raik
1
Strizhakova, Yuliya
1
Sénécal, Sylvain
1
Tamaddoni, Ali
1
Tian, Bin
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Tsarenko, Yelena
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Omega : the international journal of management science
Journal of service research
Journal of business research : JBR
69
International journal of hospitality management
55
Journal of retailing and consumer services
43
The journal of services marketing
43
Journal of hospitality marketing & management
31
Journal of service research : JSR
31
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
International journal of consumer studies
11
Journal of marketing management : MM
10
International journal of quality and service sciences
9
Journal of service theory and practice
9
Journal of service theory and practice : JSTP
9
Asia Pacific journal of marketing and logistics
8
Business horizons
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
Total quality management & business excellence : an official journal of the European Society for Organisational Excellence
7
Cogent business & management
6
Industrial marketing management : the international journal for industrial and high-tech firms
6
International journal of services and operations management
6
Journal of international consumer marketing
6
Management science : journal of the Institute for Operations Research and the Management Sciences
6
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ECONIS (ZBW)
16
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1
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10
of
16
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date (oldest first)
1
The effects of service crises and recovery resources on market reactions : an event study analysis on data breach announcements
Rasoulian, Shahin
;
Grégoire, Yany
;
Legoux, Renaud
; …
- In:
Journal of service research
26
(
2023
)
1
,
pp. 44-63
Persistent link: https://www.econbiz.de/10014246193
Saved in:
2
A cross-national service strategy to manage product returns : e-tailers' return policies and the legitimating role of the institutional environment
Gäthke, Jana
;
Gelbrich, Katja
;
Chen, Shan
- In:
Journal of service research
25
(
2022
)
3
,
pp. 402-421
Persistent link: https://www.econbiz.de/10013395973
Saved in:
3
Lenient vs. stringent returns policies in the presence of fraudulent returns : the role of customers' fairness perceptions
Chen, Jing
;
Yu, Bo
;
Chen, Bintong
;
Liu, Zhuojun
- In:
Omega : the international journal of management science
117
(
2023
),
pp. 1-16
Persistent link: https://www.econbiz.de/10014281849
Saved in:
4
Mix & match: a resource-based complaint recovery framework for tangible compensation
Stakhovych, Stanislav
;
Tamaddoni, Ali
- In:
Journal of service research
23
(
2020
)
3
,
pp. 337-352
Persistent link: https://www.econbiz.de/10012265770
Saved in:
5
How do observers react to companies' humorous responses to online public complaints?
Béal, Mathieu
;
Grégoire, Yany
- In:
Journal of service research
25
(
2022
)
2
,
pp. 242-259
Persistent link: https://www.econbiz.de/10013268018
Saved in:
6
Managing consumer returns with technology-enabled countermeasures
Akturk, M. Serkan
;
Ketzenberg, Michael
;
Yıldız, Barış
- In:
Omega : the international journal of management science
102
(
2021
),
pp. 1-26
Persistent link: https://www.econbiz.de/10012514498
Saved in:
7
Service failure and recovery at the crossroads : recommendations to revitalize the field and its influence : editorial
Grégoire, Yany
;
Mattila, Anna S.
- In:
Journal of service research
24
(
2021
)
3
,
pp. 323-328
Persistent link: https://www.econbiz.de/10012592932
Saved in:
8
To err is human(-oid) : how do consumers react to robot service failure and recovery?
Choi, Sungwoo
;
Mattila, Anna S.
;
Bolton, Lisa E.
- In:
Journal of service research
24
(
2021
)
3
,
pp. 354-371
Persistent link: https://www.econbiz.de/10012592941
Saved in:
9
Consumers complain more fiercely through small-screen devices : the role of spatial crowding perception
Zhou, Yuanyuan
;
Tian, Bin
;
Mo, Tingting
;
Fei, Zhuoying
- In:
Journal of service research
23
(
2020
)
3
,
pp. 353-367
Persistent link: https://www.econbiz.de/10012265772
Saved in:
10
When and why a squeakier wheel gets more grease : the influence of cultural values and anger intensity on customer compensation
Glikson, Ella
;
Rees, Laura
;
Wirtz, Jochen
;
Kopelman, Shirli
- In:
Journal of service research
22
(
2019
)
3
,
pp. 223-240
Persistent link: https://www.econbiz.de/10012126364
Saved in:
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