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~accessRights:"restricted"
~isPartOf:"Erfolgreiches Beschwerdemanagement : Wege zu Prozessverbesserungen und Kundenzufriedenheit"
~isPartOf:"International journal of hospitality management"
~isPartOf:"Journal of retailing and consumer services"
~isPartOf:"Journal of the Academy of Marketing Science"
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Search: subject_exact:"Customer complaints"
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Beschwerdemanagement
71
Complaint management
71
Dienstleistungsqualität
63
Service quality
63
Customer satisfaction
52
Kundenzufriedenheit
52
Beziehungsmarketing
43
Relationship marketing
43
Consumer behaviour
35
Konsumentenverhalten
35
Service failure
28
Service recovery
28
Customer service
21
Kundenservice
21
Emotion
11
Justice
9
Viral marketing
9
Virales Marketing
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Gerechtigkeit
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Mobile communications
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Mobilkommunikation
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Brand image
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Brand management
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Markenführung
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Markenimage
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Dienstleistungssektor
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Service industry
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Co-creation
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Customer integration
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Ethiopia
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Gastgewerbe
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Hospitality industry
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Kundenintegration
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Online retailing
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Online-Handel
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Satisfaction
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Social Web
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Social web
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Äthiopien
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71
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Guchait, Priyanko
4
Grégoire, Yany
3
Gohary, Ali
2
Hamzelu, Bahman
2
Harun, Ahasan
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Karande, Kiran
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Khantimirov, Denis
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Kim, Hyunsu
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Lee, Lindsey
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Luo, Anqi
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Madera, Juan M.
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Mattila, Anna S.
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Pacheco, Natália Araújo
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Paul, Justin
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Rokonuzzaman, Md
2
So, Kevin Kam Fung
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Sreejesh, S.
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Sénécal, Sylvain
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Wang, Xingyu
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Ali, Faizan
1
Alizadeh, Hamid
1
Altinigne, Nesenur
1
Andajigarmaroudi, Saeed
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Arikan, Esra
1
Ashley, Christy
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Babin, Barry J.
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Bagherzadeh, Ramin
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Bataoui, Soffien
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Erfolgreiches Beschwerdemanagement : Wege zu Prozessverbesserungen und Kundenzufriedenheit
International journal of hospitality management
Journal of retailing and consumer services
Journal of the Academy of Marketing Science
Journal of business research : JBR
48
Journal of hospitality marketing & management
22
Service business
19
The journal of services marketing
14
SpringerLink / Bücher
12
Journal of service research : JSR
11
Journal of hospitality & tourism research : JHTR ; the professional journal of the Council on Hotel, Restaurant, and Institutional Education
9
Journal of service research
9
International journal of contemporary hospitality management
8
The service industries journal
8
Tourism management : research, policies, practice
8
Asia Pacific journal of marketing and logistics
7
Journal of service management
7
Journal of service theory and practice
7
Journal of strategic marketing
7
Psychology & marketing
7
International journal of production economics
6
Journal of marketing
6
Marketing intelligence & planning
6
Marketing letters : a journal of research in marketing
6
Services marketing quarterly
6
International journal of consumer studies
5
Journal of consumer marketing
5
Journal of service theory and practice : JSTP
5
Total quality management & business excellence
5
Asia-Pacific journal of business administration
4
Business horizons
4
International journal of quality and service sciences
4
International journal of services, economics and management
4
Journal of air transport management
4
Journal of interactive marketing : a quarterly publication from the Direct Marketing Educational Foundation
4
Journal of travel and tourism marketing
4
Springer eBook Collection / Business and Economics
4
European journal of marketing
3
European journal of marketing : EJM
3
European journal of operational research : EJOR
3
International journal of bank marketing
3
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ECONIS (ZBW)
71
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1
Customers' intention to compliment and complain via AI-enabled platforms : a self-disclosure perspective
Cai, Ruiying
;
Wang, Yao-Chin
;
Sun, Jie
- In:
International journal of hospitality management
116
(
2024
),
pp. 1-12
Persistent link: https://www.econbiz.de/10014457799
Saved in:
2
Role of downward versus upward social comparison in service recovery : testing a mediated moderation model with two empirical studies
Chen, Ke
;
Zhan, Wu
;
Sharma, Piyush
- In:
Journal of retailing and consumer services
75
(
2023
),
pp. 1-13
Persistent link: https://www.econbiz.de/10014372531
Saved in:
3
Examining the impact of service robot communication styles on customer intimacy following service failure
Park, Junsung
;
Yoo, Joon Woo
;
Cho, Youngju
;
Park, Heejun
- In:
Journal of retailing and consumer services
75
(
2023
),
pp. 1-9
Persistent link: https://www.econbiz.de/10014372639
Saved in:
4
Emotion and trust in virtual service assistant design for effective service recovery
Le, Hoang T. P. M.
;
Park, Jungkun
;
Lee, Sangwoo
- In:
Journal of retailing and consumer services
74
(
2023
),
pp. 1-11
Persistent link: https://www.econbiz.de/10014364045
Saved in:
5
Would you try it again? : dual effects of customer mindfulness on service recovery
Martinez, Luisa M.
;
Pacheco, Natália Araújo
;
Ramos, …
- In:
Journal of retailing and consumer services
74
(
2023
),
pp. 1-13
Persistent link: https://www.econbiz.de/10014364668
Saved in:
6
The role of socially rich photos in generating favorable donation behavior on charity websites
Bataoui, Soffien
;
Boch, Emmanuelle
- In:
Journal of retailing and consumer services
74
(
2023
),
pp. 1-16
Persistent link: https://www.econbiz.de/10014364672
Saved in:
7
May robots be held responsible for service failure and recovery? : the role of robot service provider agents' human-likeness
Arikan, Esra
;
Altinigne, Nesenur
;
Kuzgun, Ebru
;
Okan, Mehmet
- In:
Journal of retailing and consumer services
70
(
2023
),
pp. 1-11
Persistent link: https://www.econbiz.de/10014240279
Saved in:
8
An interactive service recovery framework combining demand and supply approaches
Jin, Dan
;
DiPietro, Robin B.
;
Kim, Kawon Kathy
;
Meng, Fang
- In:
International journal of hospitality management
109
(
2023
),
pp. 1-17
Persistent link: https://www.econbiz.de/10014282502
Saved in:
9
The evolution of service failure and recovery research in hospitality and tourism : an integrative review and future research directions
Kim, Hyunsu
;
So, Kevin Kam Fung
- In:
International journal of hospitality management
111
(
2023
),
pp. 1-13
Persistent link: https://www.econbiz.de/10014310875
Saved in:
10
Disentangling the dynamics of service failure and service recovery in peer-to-peer accommodations : a triadic perspective
Kim, Hyunsu
;
So, Kevin Kam Fung
;
Mihalik, Brian J.
- In:
International journal of hospitality management
100
(
2022
),
pp. 1-12
Persistent link: https://www.econbiz.de/10013266162
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