//--> //--> //--> //-->
Toggle navigation
Logout
Change account settings
EN
DE
ES
FR
A-Z
Beta
About EconBiz
News
Thesaurus (STW)
Research Skills
Help
EN
DE
ES
FR
My account
Logout
Change account settings
Login
Publications
Events
Your search terms
Search
Retain my current filters
person:"Blut, Markus"
~person:"Fürst, Andreas"
~person:"Tsarenko, Yelena"
Search options
All Fields
Title
Exact title
Subject
Author
Institution
ISBN/ISSN
Published in...
Publisher
Open Access only
Advanced
Search history
My EconBiz
Favorites
Loans
Reservations
Fines
You are here:
Home
Search: subject_exact:"Customer complaints"
Narrow search
Delete all filters
| 3 applied filters
Year of publication
From:
To:
Subject
All
Beschwerdemanagement
24
Complaint management
24
Beziehungsmarketing
13
Relationship marketing
13
Consumer behaviour
9
Konsumentenverhalten
9
Customer satisfaction
8
Deutschland
8
Germany
8
Kundenzufriedenheit
8
Dienstleistungsqualität
7
Service quality
7
Customer service
4
Kundenservice
4
Coping strategy
3
Coping-Strategie
3
Intelligence
3
Intelligenz
3
Customer analysis
2
Dienstleistungsmanagement
2
Estimation
2
Kundenanalyse
2
Lieferantenmanagement
2
Market research
2
Marktforschung
2
Mehrebenenanalyse
2
Multi-level analysis
2
Schätzung
2
Service management
2
Supplier relationship management
2
Theorie
2
Theory
2
Advertising effects
1
Australia
1
Australien
1
B-to-B-Marketing
1
Benchmarking
1
Business-to-business
1
Business-to-business marketing
1
Competitive advantage
1
more ...
less ...
Online availability
All
Undetermined
3
Type of publication
All
Article
17
Book / Working Paper
7
Type of publication (narrower categories)
All
Article in journal
14
Aufsatz in Zeitschrift
14
Graue Literatur
6
Non-commercial literature
6
Arbeitspapier
4
Working Paper
4
Aufsatz im Buch
3
Book section
3
Hochschulschrift
1
Thesis
1
more ...
less ...
Language
All
English
14
German
10
Author
All
Blut, Markus
Fürst, Andreas
Tsarenko, Yelena
Mattila, Anna S.
24
Stauss, Bernd
20
Gelbrich, Katja
17
Grégoire, Yany
16
Roschk, Holger
16
Homburg, Christian
13
Jang, Soocheong
10
Van Vaerenbergh, Yves
10
Gruber, Thorsten
9
Seidel, Wolfgang
9
Sparks, Beverley
9
Vázquez Casielles, Rodolfo
9
Guchait, Priyanko
8
MacQuilken, Lisa
8
McColl-Kennedy, Janet R.
8
Ro, Heejung
8
Robertson, Nichola
8
Brock, Christian
7
Edvardsson, Bo
7
Svensson, Göran
7
Tronvoll, Bård
7
Weber, Karin
7
Baker, Melissa A.
6
Balaji, M. S.
6
Brady, Michael K.
6
Cai, Ruiying
6
Chebat, Jean-Charles
6
Grewal, Dhruv
6
Gäthke, Jana
6
Hogreve, Jens
6
Matos, Celso Augusto de
6
Patterson, Paul G.
6
Tripp, Thomas M.
6
Walsh, Gianfranco
6
Wan, Lisa C.
6
Zaugg, Alexandra Daniela
6
Baker, Thomas L.
5
Beatty, Sharon E.
5
more ...
less ...
Published in...
All
Journal of service research : JSR
4
Reihe: Wissenschaftliche Arbeitspapiere / W / Institut für Marktorientierte Unternehmensführung, Universität Mannheim
4
Die Betriebswirtschaft : DBW
2
Reihe: Management-Know-how / M : praxisnah und aktuell
2
European journal of marketing : EJM
1
Gabler Edition Wissenschaft
1
Gabler Edition Wissenschaft / Schriftenreihe des Instituts für Marktorientierte Unternehmensführung (IMU), Universität Mannheim
1
International journal of hospitality management
1
International journal of research in marketing : IJRM ; official journal of the European Marketing Academy
1
Journal of marketing management : MM
1
Journal of service research
1
Journal of the Academy of Marketing Science
1
Kundenmanagement
1
Management von Kundenbeziehungen : Perspektiven - Analysen - Strategien - Instrumente : Manfred Bruhn zum 60. Geburtstag
1
Marketing : ZFP ; journal of research and management
1
Perspektiven der marktorientierten Unternehmensführung : Arbeiten aus dem Institut für Marktorientierte Unternehmensführung der Universität Mannheim
1
The journal of services marketing
1
more ...
less ...
Source
All
ECONIS (ZBW)
24
Showing
1
-
10
of
24
Sort
relevance
articles prioritized
date (newest first)
date (oldest first)
1
Human staff vs. service robot vs. fellow customer : does it matter who helps your customer following a service failure incident?
Ho, Ting Hin
;
Tojib, Dewi
;
Tsarenko, Yelena
- In:
International journal of hospitality management
87
(
2020
),
pp. 1-10
Persistent link: https://www.econbiz.de/10012241791
Saved in:
2
Reclaiming the future : understanding customer forgiveness of service transgressions
Tsarenko, Yelena
;
Strizhakova, Yuliya
;
Otnes, Cele
- In:
Journal of service research
22
(
2019
)
2
,
pp. 139-155
Persistent link: https://www.econbiz.de/10012007424
Saved in:
3
The positive effects of customers’ power on their behavioral responses after service failure
Sembada, Agung
;
Tsarenko, Yelena
;
Tojib, Dewi
- In:
Journal of service research : JSR
19
(
2016
)
3
,
pp. 337-351
Persistent link: https://www.econbiz.de/10011665459
Saved in:
4
Coping with service failures : the role of emotional intelligence, self-efficacy and intention to complain
Tsarenko, Yelena
;
Strizhakova, Yuliya
- In:
European journal of marketing : EJM
47
(
2013
)
1/2
,
pp. 71-92
Persistent link: https://www.econbiz.de/10009718551
Saved in:
5
Satisfaction with complaint handling : a replication study on its determinants in a business-to-business context
Brock, Christian
;
Blut, Markus
;
Evanschitzky, Heiner
; …
- In:
International journal of research in marketing : IJRM ; …
30
(
2013
)
3
,
pp. 319-322
Persistent link: https://www.econbiz.de/10009779946
Saved in:
6
The role of personality characteristics and service failure severity in sonsumer forgiveness and service autcomes
Tsarenko, Yelena
;
Tojib, Dewi
- In:
Journal of marketing management : MM
28
(
2012
)
9/10
,
pp. 1217-1239
Persistent link: https://www.econbiz.de/10009615184
Saved in:
7
"I'm mad and I can't get that service failure off my mind" : coping and rumination as mediators of anger effects on customer intentions
Strizhakova, Yuliya
;
Tsarenko, Yelena
;
Ruth, Julie A.
- In:
Journal of service research : JSR
15
(
2012
)
4
,
pp. 414-429
Persistent link: https://www.econbiz.de/10009673023
Saved in:
8
Kundenbindung von Noncomplainern : neue Aspekte des Beschwerdemanagement
Brock, Christian
;
Blut, Markus
;
Evanschitzky, Heiner
; …
- In:
Kundenmanagement
,
(pp. 57-76)
.
2011
Persistent link: https://www.econbiz.de/10009008212
Saved in:
9
Emotional intelligence as a moderator of coping strategies and service outcomes in circumstances of service failure
Gabbott, Mark
;
Tsarenko, Yelena
;
Mok, Wai Hoe
- In:
Journal of service research : JSR
14
(
2011
)
2
,
pp. 234-248
Persistent link: https://www.econbiz.de/10009266738
Saved in:
10
Will you tolerate this? : the impact of affective commitment on complaint intention and postrecovery behavior
Evanschitzky, Heiner
;
Brock, Christian
;
Blut, Markus
- In:
Journal of service research : JSR
14
(
2011
)
4
,
pp. 410-425
Persistent link: https://www.econbiz.de/10009491362
Saved in:
1
2
3
Next
Last
Results per page
10
25
50
100
250
A service of the
zbw
×
Loading...
//-->