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subject:"Relationship marketing"
~isPartOf:"Service business"
~source:"econis"
~subject:"Service recovery"
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Relationship marketing
Service recovery
Beschwerdemanagement
20
Complaint management
20
Customer satisfaction
18
Dienstleistungsqualität
18
Kundenzufriedenheit
18
Service quality
18
Beziehungsmarketing
10
Consumer behaviour
9
Konsumentenverhalten
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Justice
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Emotion
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Gerechtigkeit
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Customer service
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Kundenservice
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Satisfaction
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South Korea
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Südkorea
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Viral marketing
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Virales Marketing
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Cognition
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Dienstleistungsberufe
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Ethiopia
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Self-service
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Äthiopien
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Melero-Polo, Iguácel
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Bali, Zsofia
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Cambra-Fierro, Jesus
1
Cambra-Fierro, Jesús
1
Chen, WeiWei
1
Choi, Chang Hwan
1
Costers, Annelies
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Davoud Nikbin
1
Dorofeev, Nikita
1
Hess, Ronald L. <Jr.>
1
Ishak Ismail
1
Jeon, Aeeun
1
Kenesei, Zsófia
1
Kim, Min-su
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Kim, Taegoo
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Lajante, Mathieu
1
Lee, Gyehee
1
Lee, Hsiao-Ching
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Lee, Hyun-Woo
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Lee, Jung-hyun
1
Malliga Marimuthu
1
Nite, Calvin
1
Ozkan Tektas, Oznur
1
Paek, Soyon
1
Park, Sangchul
1
Prashar, Sanjeev
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Remisch, David
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Ring, Lawrence
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Salagrama, Ramakrishna
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Sese, Javier
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Sesé, F. Javier
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Service business
Journal of business research : JBR
45
International journal of hospitality management
31
Journal of retailing and consumer services
30
The journal of services marketing
20
International journal of contemporary hospitality management
15
The service industries journal
14
Journal of hospitality marketing & management
13
Journal of service research : JSR
11
Journal of the Academy of Marketing Science
9
Services marketing quarterly
9
Journal of service management
8
Journal of service research
8
Marketing letters : a journal of research in marketing
8
Tourism management : research, policies, practice
8
Journal of marketing
7
Journal of service theory and practice
7
Business horizons
6
International journal of production economics
6
Journal of retailing
6
Journal of service theory and practice : JSTP
6
Psychology & marketing
6
SpringerLink / Bücher
6
European journal of marketing : EJM
5
International journal of quality and service sciences
5
Journal of air transport management
5
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
Managing service quality : MSQ ; an international journal
5
Marketing intelligence & planning
5
Asia-Pacific journal of business administration
4
Cogent business & management
4
International journal of business and economics
4
International journal of consumer studies
4
International journal of services and operations management
4
Journal of strategic marketing
4
Reihe: Wissenschaftliche Arbeitspapiere / W / Institut für Marktorientierte Unternehmensführung, Universität Mannheim
4
Total quality management & business excellence
4
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ECONIS (ZBW)
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1
Can robots recover a service using interactional justice as employees do? : a literature review-based assessment
Lajante, Mathieu
;
Remisch, David
;
Dorofeev, Nikita
- In:
Service business
17
(
2023
)
1
,
pp. 315-357
Persistent link: https://www.econbiz.de/10014282973
Saved in:
2
Underscoring trainer's lack of effort or talent in service failure of personal fitness training : customers' negative word-of-mouth response
Park, Sangchul
;
Lee, Hyun-Woo
;
Nite, Calvin
- In:
Service business
17
(
2023
)
4
,
pp. 1025-1050
Persistent link: https://www.econbiz.de/10014504697
Saved in:
3
Do customers exhibit gratitude after service recovery? : understanding the moderating role of relationship type
Salagrama, Ramakrishna
;
Prashar, Sanjeev
;
Tata, Sai Vijay
- In:
Service business
15
(
2021
)
4
,
pp. 757-779
Persistent link: https://www.econbiz.de/10012794134
Saved in:
4
Overcompensation as a service recovery strategy : the financial aspect of customers' extra effort
Kenesei, Zsófia
;
Bali, Zsofia
- In:
Service business
14
(
2020
)
2
,
pp. 187-216
Persistent link: https://www.econbiz.de/10012304224
Saved in:
5
How to boost frontline employee service recovery performance : the role of cultural intelligence
Costers, Annelies
;
Van Vaerenbergh, Yves
;
Van den …
- In:
Service business
13
(
2019
)
3
,
pp. 581-602
Persistent link: https://www.econbiz.de/10012124374
Saved in:
6
How to explain service failure? : impacts of justifications
Chen, WeiWei
;
Lee, Hsiao-Ching
- In:
Service business
12
(
2018
)
2
,
pp. 331-356
Persistent link: https://www.econbiz.de/10011915060
Saved in:
7
Perceived justice and post-recovery satisfaction in banking service failures : do commitment types matter?
Ozkan Tektas, Oznur
- In:
Service business
11
(
2017
)
4
,
pp. 851-870
Persistent link: https://www.econbiz.de/10011915015
Saved in:
8
The influence of the source and valence of word-of-mouth information on post-failure and post-recovery evaluations
Hess, Ronald L. <Jr.>
;
Ring, Lawrence
- In:
Service business
10
(
2016
)
2
,
pp. 319-343
Persistent link: https://www.econbiz.de/10011722315
Saved in:
9
Can complaint-handling efforts promote customer engagement?
Cambra-Fierro, Jesús
;
Melero-Polo, Iguácel
;
Sesé, F. …
- In:
Service business
10
(
2016
)
4
,
pp. 847-866
Persistent link: https://www.econbiz.de/10011722441
Saved in:
10
Does the nature of the relationship really matter? : an analysis of the roles of loyalty and involvement in service recovery processes
Cambra-Fierro, Jesus
;
Melero-Polo, Iguácel
;
Sese, Javier
- In:
Service business
9
(
2015
)
2
,
pp. 297-320
Persistent link: https://www.econbiz.de/10011384271
Saved in:
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