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subject:"Relationship marketing"
~isPartOf:"International journal of contemporary hospitality management"
~isPartOf:"Journal of business research : JBR"
~isPartOf:"Managing service quality : MSQ ; an international journal"
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Search: subject_exact:"Consumer complaints"
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Relationship marketing
Beschwerdemanagement
104
Complaint management
104
Dienstleistungsqualität
72
Service quality
72
Customer satisfaction
66
Kundenzufriedenheit
66
Consumer behaviour
57
Konsumentenverhalten
57
Beziehungsmarketing
54
Service recovery
31
Customer service
29
Kundenservice
29
Service failure
27
Emotion
16
Viral marketing
16
Virales Marketing
16
Online retailing
8
Online-Handel
8
Brand management
7
Markenführung
7
Social Web
7
Social web
7
Customer integration
6
Gerechtigkeit
6
Justice
6
Mobile communications
6
Mobilkommunikation
6
Satisfaction
6
Brand image
5
Dienstleistungssektor
5
Internet marketing
5
Kundenintegration
5
Markenimage
5
Online-Marketing
5
Service industry
5
Tourism industry
5
Tourismuswirtschaft
5
Anger
4
China
4
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English
54
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Balaji, M. S.
3
Van Vaerenbergh, Yves
3
Hutzinger, Clemens
2
Kasnakoglu, Berna Tari
2
Krishnan, Balaji C.
2
Larivière, Bart
2
Sengupta, Aditi Sarkar
2
Varnali, Kaan
2
Weitzl, Wolfgang
2
Yılmaz, Çengiz
2
Abu Farha, Allam K.
1
Aghazadeh, Hashem
1
Aguilar-Rojas, Oscar
1
Ahmed, Zafar U.
1
Al Khateeb, Amr
1
Alamanos, Eleftherios
1
Alatalo, Sari
1
Ali, Faizan
1
Alnawas, Ibrahim
1
Armirotto, Vincent
1
Au, Norman
1
Azab, Carol
1
Azemi, Yllka
1
Bacile, Todd J.
1
Baker, Melissa A.
1
Bose, Sunny
1
Bradley, Graham L.
1
Cai, Ruiying
1
Chen, Jianxun
1
Chen, Ke
1
Chen, Pei-Chi
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Cheng, Yu-chi
1
Chi, Christina Geng-qing
1
Chi, Nai-Wen
1
Chih, Wen-hai
1
Clark, Terry
1
Cobanoglu, Cihan
1
Cusin, Julien
1
De Keyser, Arne
1
Einwiller, Sabine A.
1
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International journal of contemporary hospitality management
Journal of business research : JBR
Managing service quality : MSQ ; an international journal
Journal of retailing and consumer services
26
International journal of hospitality management
25
The journal of services marketing
19
The service industries journal
14
Journal of hospitality marketing & management
13
Journal of service research : JSR
11
Service business
10
Services marketing quarterly
9
Journal of service research
8
Journal of the Academy of Marketing Science
8
Journal of marketing
7
Marketing letters : a journal of research in marketing
7
Business horizons
6
International journal of production economics
6
Journal of retailing
6
Psychology & marketing
6
SpringerLink / Bücher
6
Tourism management : research, policies, practice
6
Journal of consumer marketing
5
Journal of hospitality & tourism research : JHTR ; the professional journal of the Council on Hotel, Restaurant, and Institutional Education
5
Journal of marketing management : MM
5
Journal of travel and tourism marketing
5
Marketing intelligence & planning
5
Asia-Pacific journal of business administration
4
Cogent business & management
4
European journal of marketing : EJM
4
International journal of business and economics
4
International journal of consumer studies
4
International journal of quality and service sciences
4
International journal of services and operations management
4
Journal of service management
4
Journal of service theory and practice
4
Journal of strategic marketing
4
Reihe: Wissenschaftliche Arbeitspapiere / W / Institut für Marktorientierte Unternehmensführung, Universität Mannheim
4
Total quality management & business excellence
4
Total quality management & business excellence : an official journal of the European Society for Organisational Excellence
4
Working papers / Institut für Wirtschaftsinformatik der Universität Bern
4
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ECONIS (ZBW)
54
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1
Would you forgive me? : from perceived justice and complaint handling to customer forgiveness and brand credibility-symmetrical and asymmetrical perspectives
Ali, Faizan
;
El-Manstrly, Dahlia
;
Ghazanfar Ali Abbasi
- In:
Journal of business research : JBR
166
(
2023
),
pp. 1-15
Persistent link: https://www.econbiz.de/10014368203
Saved in:
2
A time(ly) perspective of the service recovery paradox : how organizational learning moderates follow-up recovery effects
Lunardo, Renaud
;
Cusin, Julien
;
Flacandji, Michaël
- In:
Journal of business research : JBR
166
(
2023
),
pp. 1-14
Persistent link: https://www.econbiz.de/10014380317
Saved in:
3
Mitigating immediate and lagged effects of customer mistreatment on service failure and sabotage : critical roles of service recovery behaviors
Wang, I-An
;
Chen, Pei-Chi
;
Chi, Nai-Wen
- In:
Journal of business research : JBR
154
(
2023
),
pp. 1-17
Persistent link: https://www.econbiz.de/10013468630
Saved in:
4
Platform-centric vs. multi-party service failure : an examination of consumers' negative word of mouth about sharing economy platforms
Wu, Luorong
;
Liu, Qing
;
Ma, Shihan
;
Hanks, Lydia
- In:
International journal of contemporary hospitality management
35
(
2023
)
4
,
pp. 1332-1375
Persistent link: https://www.econbiz.de/10014280782
Saved in:
5
The effect of service failure severity on brand forgiveness : the moderating role of interpersonal attachment styles and thinking styles
Alnawas, Ibrahim
;
Al Khateeb, Amr
;
Abu Farha, Allam K.
; …
- In:
International journal of contemporary hospitality management
35
(
2023
)
5
,
pp. 1691-1712
Persistent link: https://www.econbiz.de/10014280877
Saved in:
6
Engaging the avatar : the effects of authenticity signals during chat-based service recoveries
Esmark Jones, Carol L.
;
Hancock, Tyler
;
Kazandjian, Brett
; …
- In:
Journal of business research : JBR
144
(
2022
),
pp. 703-716
Persistent link: https://www.econbiz.de/10013185032
Saved in:
7
Consumer-brand relationship : a brand hate perspective
Roy, Sanjit
;
Sharma, Apurv
;
Bose, Sunny
;
Gaganpreet Singh
- In:
Journal of business research : JBR
144
(
2022
),
pp. 1293-1304
Persistent link: https://www.econbiz.de/10013185103
Saved in:
8
The impact of negative customer engagement on market-based assets and financial performance
Rahman, Mahabubur
;
Faroque, Anisur Rahman
;
Sakka, Georgia
; …
- In:
Journal of business research : JBR
138
(
2022
),
pp. 422-435
Persistent link: https://www.econbiz.de/10013197867
Saved in:
9
Effects of online commercial friendships on customer revenge following a service failure
Fu, Xiaorong
;
Pang, Jing
;
Gursoy, Dogan
- In:
Journal of business research : JBR
153
(
2022
),
pp. 102-114
Persistent link: https://www.econbiz.de/10013533975
Saved in:
10
Public complaining : a blessing in disguise? : educational calling as a benevolent process that gives consumers voice on brands’ social media
Siret, Iris
;
Sabadie, William
- In:
Journal of business research : JBR
150
(
2022
),
pp. 476-490
Persistent link: https://www.econbiz.de/10013365746
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