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subject:"USA"
~isPartOf:"Psychology & marketing"
~subject:"Complaint management"
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Search: subject_exact:"Customer satisfaction"
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USA
Complaint management
Customer satisfaction
78
Kundenzufriedenheit
78
Consumer behaviour
48
Konsumentenverhalten
48
Beziehungsmarketing
31
Relationship marketing
31
Dienstleistungsqualität
25
Service quality
25
Emotion
11
Viral marketing
10
Virales Marketing
10
Beschwerdemanagement
9
Brand
8
Brand image
8
Brand management
8
Customer service
8
Einzelhandel
8
Kundenservice
8
Markenartikel
8
Markenführung
8
Markenimage
8
Online retailing
8
Online-Handel
8
Retail trade
8
United States
8
customer satisfaction
7
Confidence
5
Dienstleistungssektor
5
Service industry
5
Vertrauen
5
service failure
5
service recovery
5
Customer retention
4
E-commerce
4
Electronic Commerce
4
Kundenbindung
4
Satisfaction
4
South Korea
4
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Free
4
Undetermined
3
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Article
17
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Article in journal
17
Aufsatz in Zeitschrift
17
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English
17
Author
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Ali, Sara
1
Ashraf, Rohail
1
Bachrach, Daniel G.
1
Baker, Thomas L.
1
Ball, Joan P.
1
Butori, Raphae͏̈lle
1
Corfman, Kim P.
1
Cusin, Julien
1
Donavan, D. Todd
1
Flacandji, Michaël
1
Goh, Jin X.
1
Hall, Judith A.
1
Hansen, Torben
1
Hassan, Louise
1
Janda, Swinder
1
Jaramillo, Susana
1
Johnson, Samuel
1
Jones, Michael A.
1
Kim, Youn-kyung
1
Lamberton, Cait
1
Lee, Dong Hwan
1
Lee-Wingate, Sooyeon Nikki
1
Lim, Chae Mi
1
Lindsey-Hall, Kristina K.
1
Lteif, Lama
1
Lunardo, Renaud
1
MacQuilken, Lisa
1
Martín, Ana Maria Díaz
1
Maxham, James G., III.
1
Mir, Mahmood
1
Nawaz, Raheel
1
Reynolds, Kristy E.
1
Ringer, Allison
1
Robertson, Nichola
1
Rotman, Jeffrey
1
Rubin, Dan
1
Schaarschmidt, Mario
1
Shiu, Edward
1
Stockton, William
1
Strizhakova, Yuliya
1
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Published in...
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Psychology & marketing
International journal of hospitality management
56
Journal of business research : JBR
55
Journal of retailing and consumer services
42
The journal of services marketing
37
Journal of hospitality marketing & management
24
Journal of service research : JSR
24
International journal of contemporary hospitality management
22
Service business
20
Services marketing quarterly
18
Journal of hospitality & tourism research : JHTR ; the professional journal of the Council on Hotel, Restaurant, and Institutional Education
16
Journal of the Academy of Marketing Science
16
The service industries journal
16
Managing service quality : MSQ ; an international journal
13
Journal of air transport management
12
Journal of travel research : a quarterly publication of the Travel and Tourism Research Association
12
European journal of marketing : EJM
11
Journal of service management
11
Marketing letters : a journal of research in marketing
11
Journal of marketing
10
Industrial marketing management : the international journal for industrial and high-tech firms
9
Journal of consumer behaviour : an international research review
9
Journal of travel and tourism marketing
9
Asia Pacific journal of marketing and logistics
8
International journal of quality and service sciences
8
Journal of consumer research : JCR ; an interdisciplinary bimonthly
8
Journal of service theory and practice
8
Journal of strategic marketing
8
Journal of retailing
7
Journal of service theory and practice : JSTP
7
Total quality management & business excellence : an official journal of the European Society for Organisational Excellence
7
Health care management review : HCM review
6
Ilmenauer Schriften zur Betriebswirtschaftslehre
6
Journal of marketing research : JMR
6
Journal of marketing theory and practice
6
Journal of vacation marketing : an international journal
6
Quality management journal : QMJ
6
Tourism management : research, policies, practice
6
Business horizons
5
Cogent business & management
5
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ECONIS (ZBW)
17
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1
Mapping the service recovery research landscape : a bibliometric-based systematic review
Mir, Mahmood
;
Ashraf, Rohail
;
Syed, Tahir Abbas
;
Ali, Sara
- In:
Psychology & marketing
40
(
2023
)
10
,
pp. 2060-2087
Persistent link: https://www.econbiz.de/10014338470
Saved in:
2
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:
3
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:
4
Digital presence in service recovery : the interactive effect of customer salutations and employee photographs in email signatures
Walsh, Gianfranco
;
Shiu, Edward
;
Schaarschmidt, Mario
; …
- In:
Psychology & marketing
39
(
2022
)
12
,
pp. 2361-2383
Persistent link: https://www.econbiz.de/10013465198
Saved in:
5
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:
6
An examination of frontline employee-customer incidental similarities in service failure and recovery contexts
Lindsey-Hall, Kristina K.
;
Jaramillo, Susana
;
Baker, …
- In:
Psychology & marketing
40
(
2023
)
6
,
pp. 1047-1060
Persistent link: https://www.econbiz.de/10014291713
Saved in:
7
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:
8
An alternative explanation of consumer product returns from the postpurchase dissonance and ecological marketing perspectives
Lee, Dong Hwan
- In:
Psychology & marketing
32
(
2015
)
1
,
pp. 49-64
Persistent link: https://www.econbiz.de/10011287639
Saved in:
9
Identification and aftermarket personalization with durable goods
Donavan, D. Todd
;
Janda, Swinder
;
Maxham, James G., III.
- In:
Psychology & marketing
32
(
2015
)
6
,
pp. 611-623
Persistent link: https://www.econbiz.de/10011288579
Saved in:
10
The effect of requests for positive evaluations on customer satisfaction ratings
Jones, Michael A.
;
Taylor, Valerie A.
;
Reynolds, Kristy E.
- In:
Psychology & marketing
31
(
2014
)
3
,
pp. 161-170
Persistent link: https://www.econbiz.de/10010341747
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