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~accessRights:"restricted"
~subject:"China"
~subject:"Complaint management"
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China
Complaint management
Beschwerdemanagement
598
Service quality
418
Dienstleistungsqualität
417
Customer satisfaction
380
Kundenzufriedenheit
380
Beziehungsmarketing
317
Relationship marketing
317
Consumer behaviour
313
Konsumentenverhalten
313
Customer service
173
Kundenservice
173
Service recovery
116
Service failure
104
Emotion
80
Viral marketing
68
Virales Marketing
68
service recovery
64
service failure
62
Social Web
57
Social web
57
Justice
53
Gerechtigkeit
51
Online retailing
45
Online-Handel
45
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35
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35
Dienstleistungssektor
31
Ethiopia
31
Service industry
31
Äthiopien
31
Einzelhandel
29
Retail trade
29
Brand management
26
Markenführung
26
Satisfaction
25
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24
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23
Online-Marketing
23
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Grégoire, Yany
10
Mattila, Anna S.
9
Cai, Ruiying
6
Guchait, Priyanko
6
Chen, Jing
5
Harun, Ahasan
5
Jang, Soocheong
5
Sreejesh, S.
5
Van Vaerenbergh, Yves
5
Weber, Karin
5
Baker, Melissa A.
4
Béal, Mathieu
4
Hsu, Cathy H. C.
4
Ozuem, Wilson
4
Prybutok, Gayle
4
Prybutok, Victor R.
4
Shin, Hyunju
4
Sénécal, Sylvain
4
Wu, Luorong
4
Ahmad, Bilal
3
Akhtar, Nadeem
3
Armstrong, Christine
3
Bacile, Todd J.
3
Balaji, M. S.
3
Casidy, Riza
3
Chen, Bintong
3
Chi, Christina Geng-Qing
3
Crisafulli, Benedetta
3
Gäthke, Jana
3
Hogreve, Jens
3
Khantimirov, Denis
3
Kim, Kawon Kathy
3
Koc, Erdogan
3
Lu, Lu
3
Madera, Juan M.
3
Miao, Li
3
Min, Hyounae
3
Pacheco, Natália Araújo
3
Paul, Justin
3
Rui, Huaxia
3
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Journal of business research : JBR
48
Journal of retailing and consumer services
34
International journal of hospitality management
31
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
Journal of the Academy of Marketing Science
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
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ECONIS (ZBW)
598
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598
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1
The impact of employee empathy on brand trust in organizational complaint response emails : a closer look at linguistic realization
Van Herck, Rebecca
;
Decock, Sofie
;
De Clerck, Bernard
; …
- In:
International journal of business communication : IJBC …
60
(
2023
)
4
,
pp. 1220-1266
Persistent link: https://www.econbiz.de/10014365724
Saved in:
2
Customers dictate business survival or extinction : a conceptual approach in examining customer complaint data
Krstovski, Saso
;
Ali, Ahad
;
Riemer, Donald
- In:
International journal of management concepts and …
16
(
2023
)
3
,
pp. 266-275
Persistent link: https://www.econbiz.de/10014316125
Saved in:
3
Service mega-disruptions : a conceptual model and research agenda
Vredenburg, Jessica
;
Kapitan, Sommer
;
Jang, Sharon
- In:
The journal of services marketing
38
(
2024
)
1
,
pp. 131-144
Persistent link: https://www.econbiz.de/10014473598
Saved in:
4
Other customers' service failure and recovery encounters : a qualitative exploration
Gupta, Niharika
;
Verma, Harsh V.
- In:
Asia-Pacific journal of business administration
16
(
2024
)
1
,
pp. 148-169
Persistent link: https://www.econbiz.de/10014455620
Saved in:
5
Analytics-driven complaint prioritisation via deep learning and multicriteria decision-making
Vairetti, Carla
;
Aránguiz, Ignacio
;
Maldonado, Sebastián
- In:
European journal of operational research : EJOR
312
(
2024
)
3
,
pp. 1108-1118
Persistent link: https://www.econbiz.de/10014456470
Saved in:
6
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:
7
Influence of return convenience on young buyers' repurchase intentions
Ahmed, Waqar
;
Huma, Sehrish
;
Ali, Syed Umair
- In:
Young consumers : insight and ideas for responsible …
25
(
2024
)
2
,
pp. 149-169
Persistent link: https://www.econbiz.de/10014511533
Saved in:
8
"From fail to prevail" : how a salesperson's communication sentiment influences consumer forgiveness in service failures focusing on the role of consumer self-construal
Luo, Jieqiong
;
Yoo, Je Eun
;
Park, Jeong Eun
- In:
Journal of global scholars of marketing science : …
34
(
2024
)
2
,
pp. 231-252
Persistent link: https://www.econbiz.de/10014511630
Saved in:
9
Service robot's responses in service recovery and service evaluation : the moderating role of robots' social perception
Shan, Minghui
;
Zhu, Zhenzhong
;
Chen, Haipeng
;
Sun, Sijie
- In:
Journal of hospitality marketing & management
33
(
2024
)
2
,
pp. 145-168
Persistent link: https://www.econbiz.de/10014511796
Saved in:
10
Extreme weather and complaints : evidence from Chinese netizens
Han, Yajie
;
Zhu, Hongjia
- In:
China economic journal : the official journal of the …
17
(
2024
)
1
,
pp. 116-136
Persistent link: https://www.econbiz.de/10014511866
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