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subject:"Konsumentenverhalten"
~isPartOf:"Psychology & marketing"
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Search: subject_exact:"Complaint management"
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Konsumentenverhalten
Beschwerdemanagement
16
Complaint management
16
Consumer behaviour
12
Dienstleistungsqualität
10
Service quality
10
Customer satisfaction
9
Kundenzufriedenheit
9
Customer service
7
Kundenservice
7
Beziehungsmarketing
6
Emotion
6
Relationship marketing
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service failure
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service recovery
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Cognition
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Dienstleistungssektor
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Einzelhandel
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Gerechtigkeit
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Justice
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Kognition
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Retail trade
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Service industry
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USA
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United States
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Viral marketing
2
Virales Marketing
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frontline employee
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Arbeitszufriedenheit
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Artificial intelligence
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Betrug
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Bibliometrics
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Bibliometrie
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Comparison
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Coping strategy
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Coping-Strategie
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Denmark
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Dienstleistung
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Dienstleistungsberufe
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Article
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English
12
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Ball, Joan P.
1
Corfman, Kim P.
1
Cusin, Julien
1
Flacandji, Michaël
1
Gelbrich, Katja
1
Gäthke, Jana
1
Huang, Jiexian
1
Hübner, Alexander
1
Iyer, Gopalkrishnan R.
1
Jiang, Yuwei
1
Johnson, Samuel
1
Juhl, Hans Jørn
1
Kuntze, Ronald
1
Lamberton, Cait
1
Lee-Wingate, Sooyeon Nikki
1
Lteif, Lama
1
Lunardo, Renaud
1
MacQuilken, Lisa
1
Nicholson, Michael
1
Obeidat, Zaid Mohammad Ibrahim
1
Ringer, Allison
1
Robertson, Nichola
1
Rosenbaum, Mark S.
1
Rotman, Jeffrey
1
Rubin, Dan
1
Song, Jiaqi
1
Stig Poulsen, Carsten
1
Strizhakova, Yuliya
1
Su, Lei
1
Thøgersen, John
1
Tran, Hai-Anh
1
Usrey, Bryan
1
Wan, Lisa C.
1
Wooldridge, Barbara Ross
1
Wyer, Robert S.
1
Xiao, Sarah Hong
1
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Psychology & marketing
Journal of business research : JBR
38
Journal of hospitality marketing & management
26
International journal of hospitality management
24
Journal of retailing and consumer services
21
The journal of services marketing
20
Journal of service research : JSR
14
European journal of marketing : EJM
13
International journal of contemporary hospitality management
11
International journal of consumer studies
9
Service business
9
Journal of hospitality & tourism research : JHTR ; the professional journal of the Council on Hotel, Restaurant, and Institutional Education
8
Journal of retailing
8
Journal of service management
8
Managing service quality : MSQ ; an international journal
8
Ilmenauer Schriften zur Betriebswirtschaftslehre
7
Journal of marketing
7
Services marketing quarterly
7
Journal of service research
6
Business horizons
5
Journal of the Academy of Marketing Science
5
Marketing letters : a journal of research in marketing
5
Marketing science : the marketing journal of the Institute for Operations Research and the Management Sciences
5
The service industries journal
5
Cogent business & management
4
International journal of quality and service sciences
4
International journal of services and operations management
4
Journal of consumer behaviour : an international research review
4
Journal of consumer marketing
4
Journal of marketing management : MM
4
Journal of service theory and practice
4
Journal of service theory and practice : JSTP
4
Journal of strategic marketing
4
Journal of travel and tourism marketing
4
Marketing intelligence & planning
4
Asia-Pacific journal of business administration
3
Gabler Edition Wissenschaft
3
International journal of electronic commerce : IJEC
3
International journal of production economics
3
Journal of air transport management
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ECONIS (ZBW)
12
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1
When and why signaling frontline employee inexperience can prove to be an asset : effects on consumer forgiveness for service failure
Flacandji, Michaël
;
Cusin, Julien
;
Lunardo, Renaud
- In:
Psychology & marketing
40
(
2023
)
12
,
pp. 2728-2742
Persistent link: https://www.econbiz.de/10014432547
Saved in:
2
The customer is often wrong : investigating the influence of customer failures and apologies on frontline service employee well-being
Robertson, Nichola
;
Rotman, Jeffrey
;
MacQuilken, Lisa
; …
- In:
Psychology & marketing
40
(
2023
)
4
,
pp. 825-844
Persistent link: https://www.econbiz.de/10014290864
Saved in:
3
There's not much to tell : the impact of emotional resilience on negative word-of-mouth following service failure
Lteif, Lama
;
Rubin, Dan
;
Ball, Joan P.
;
Lamberton, Cait
- In:
Psychology & marketing
40
(
2023
)
9
,
pp. 1808-1820
Persistent link: https://www.econbiz.de/10014338326
Saved in:
4
Consumer cynicism in service failures
Tran, Hai-Anh
;
Strizhakova, Yuliya
;
Usrey, Bryan
; …
- In:
Psychology & marketing
39
(
2022
)
2
,
pp. 346-359
Persistent link: https://www.econbiz.de/10012796107
Saved in:
5
Mitigating the negative effects of service failure through customer identification
Song, Jiaqi
;
Huang, Jiexian
;
Jiang, Yuwei
- In:
Psychology & marketing
39
(
2022
)
4
,
pp. 715-725
Persistent link: https://www.econbiz.de/10013165429
Saved in:
6
The contrasting influences of incidental anger and fear on responses to a service failure
Su, Lei
;
Wan, Lisa C.
;
Wyer, Robert S.
- In:
Psychology & marketing
35
(
2018
)
9
,
pp. 666-675
Persistent link: https://www.econbiz.de/10011970127
Saved in:
7
Rewarding customers who keep a product : how reinforcement affects customers' product return decision in online retailing
Gelbrich, Katja
;
Gäthke, Jana
;
Hübner, Alexander
- In:
Psychology & marketing
34
(
2017
)
9
,
pp. 853-867
Persistent link: https://www.econbiz.de/10011738111
Saved in:
8
Consumer revenge using the Internet and social media : an examination of the role of service failure types and cognitive appraisal processes
Obeidat, Zaid Mohammad Ibrahim
;
Xiao, Sarah Hong
;
Iyer, …
- In:
Psychology & marketing
34
(
2017
)
4
,
pp. 496-515
Persistent link: https://www.econbiz.de/10011674019
Saved in:
9
Do negative consumption experiences hurt manufacturers or retailers? : the influence of reasoning style on consumer blame attributions and purchase intention
Yoon, Sukki
- In:
Psychology & marketing
30
(
2013
)
7
,
pp. 555-565
Persistent link: https://www.econbiz.de/10009778566
Saved in:
10
Understanding unethical retail disposition practice and restraint from the consumer perspective
Rosenbaum, Mark S.
;
Kuntze, Ronald
;
Wooldridge, Barbara Ross
- In:
Psychology & marketing
28
(
2011
)
1
,
pp. 29-52
Persistent link: https://www.econbiz.de/10008856897
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