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isPartOf:"Omega : the international journal of management science"
~isPartOf:"The journal of services marketing"
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Search: subject_exact:"Customer complaints"
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Beschwerdemanagement
48
Complaint management
48
Dienstleistungsqualität
31
Service quality
31
Customer satisfaction
29
Kundenzufriedenheit
29
Consumer behaviour
22
Konsumentenverhalten
22
Beziehungsmarketing
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Relationship marketing
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Customer service
16
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Mattila, Anna S.
3
Hoffman, K. Douglas
2
Matos, Celso Augusto de
2
Svari, Sander
2
Svensson, Göran
2
Abney, Alexandra K.
1
Akturk, M. Serkan
1
Allred, Chad R.
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Ashill, Nicholas J.
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Bedi, Akanksha
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Breazeale, Michael
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Cesmeci, Caner
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Chang, Hung-chi
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Chelminski, Piotr
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Chen, Bintong
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Chen, Jing
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Choi, Beom Joon
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Chou, En-Yi
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Omega : the international journal of management science
The journal of services marketing
Journal of business research : JBR
70
International journal of hospitality management
55
Journal of retailing and consumer services
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
SpringerLink / Bücher
12
International journal of consumer studies
11
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
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
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ECONIS (ZBW)
48
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1
Service mega-disruptions : a conceptual model and research agenda
Vredenburg, Jessica
;
Kapitan, Sommer
;
Jang, Sharon
- In:
The journal of services marketing
38
(
2024
)
1
,
pp. 131-144
Persistent link: https://www.econbiz.de/10014473598
Saved in:
2
Call it robot : anthropomorphic framing and failure of self-service technologies
Barone, Ada Maria
;
Stagno, Emanuela
;
Donato, Carmela
- In:
The journal of services marketing
38
(
2024
)
3
,
pp. 272-287
Persistent link: https://www.econbiz.de/10014515617
Saved in:
3
Virtually present others and their influence on complainants' follow-ups and firm response
Rios, Rosa E.
;
Riquelme, Hernan E.
;
Comai, Alessandro
- In:
The journal of services marketing
37
(
2023
)
8
,
pp. 989-1003
Persistent link: https://www.econbiz.de/10014333589
Saved in:
4
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:
5
Keep fighting or give up? : an investigation of consumer regret over repetitive failures in weight loss services
Liu, Yi-Fen
;
Ling, I-Ling
- In:
The journal of services marketing
36
(
2022
)
1
,
pp. 29-43
Persistent link: https://www.econbiz.de/10012798380
Saved in:
6
Consumer effort in service encounters : the overlooked impact of surface acting
Cook, Laurel Aynne
;
Bone, Paula Fitzgerald
;
Sadeghein, Raika
- In:
The journal of services marketing
36
(
2022
)
2
,
pp. 297-309
Persistent link: https://www.econbiz.de/10013407489
Saved in:
7
Customer responses to service failures on social media
Varnali, Kaan
;
Cesmeci, Caner
- In:
The journal of services marketing
36
(
2022
)
5
,
pp. 691-709
Persistent link: https://www.econbiz.de/10013407589
Saved in:
8
Investigating the role of customer forgiveness following a double deviation
Lin, Cheng-Yu
;
Chou, En-Yi
- In:
The journal of services marketing
36
(
2022
)
8
,
pp. 1042-1057
Persistent link: https://www.econbiz.de/10013410768
Saved in:
9
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:
10
#IHateYourBrand: adaptive service recovery strategies on Twitter
Abney, Alexandra K.
;
Pelletier, Mark J.
;
Ford, …
- In:
The journal of services marketing
31
(
2017
)
3
,
pp. 281-294
Persistent link: https://www.econbiz.de/10011741259
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