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~isPartOf:"Asia Pacific journal of marketing and logistics"
~isPartOf:"International journal of hospitality management"
~isPartOf:"Journal of service research : JSR"
~subject:"Beschwerdemanagement"
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Search: subject_exact:"Customer complaints"
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Beschwerdemanagement
Complaint management
94
Dienstleistungsqualität
69
Service quality
69
Customer satisfaction
54
Kundenzufriedenheit
54
Consumer behaviour
40
Konsumentenverhalten
40
Beziehungsmarketing
38
Relationship marketing
38
Customer service
24
Kundenservice
24
Service failure
18
Emotion
17
Dienstleistungssektor
13
Service industry
13
Service recovery
13
Gastronomie
11
Restaurant industry
11
USA
11
United States
11
service recovery
11
China
7
Gastgewerbe
7
Hospitality industry
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Hotel industry
7
Hotellerie
7
Mobile communications
7
Mobilkommunikation
7
Service recovery performance
7
service failure
7
Gerechtigkeit
6
Justice
6
Salespeople
5
Verkaufspersonal
5
Viral marketing
5
Virales Marketing
5
Airbnb
3
Coping strategy
3
Cultural identity
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English
94
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Guchait, Priyanko
6
Jang, Soocheong
6
Mattila, Anna S.
5
Tsarenko, Yelena
4
Gelbrich, Katja
3
Ahmad, Bilal
2
Akhtar, Nadeem
2
Brady, Michael K.
2
Huey Chern Boo
2
Kim, Hyunsu
2
Kim, Jong-hyeong
2
Larivière, Bart
2
Lee, Lindsey
2
Luo, Anqi
2
MacQuilken, Lisa
2
Madera, Juan M.
2
Magnini, Vincent P.
2
McColl-Kennedy, Janet R.
2
Meng, Fang
2
Miao, Li
2
Patterson, Paul G.
2
Ro, Heejung
2
Robertson, Nichola
2
Roschk, Holger
2
So, Kevin Kam Fung
2
Sparks, Beverley
2
Sreejesh, S.
2
Surachartkumtonkun, Jiraporn
2
Taheri, Babak
2
Tojib, Dewi
2
Van Vaerenbergh, Yves
2
Vermeir, Iris
2
Walsh, Gianfranco
2
Wang, Xingyu
2
Wei, Wei
2
Adler, Howard
1
Akbar, Muhammad Imad Ud Din
1
Albrecht, Arne Keno
1
Ali, Faizan
1
Andajigarmaroudi, Saeed
1
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Asia Pacific journal of marketing and logistics
International journal of hospitality management
Journal of service research : JSR
Journal of business research : JBR
72
Journal of retailing and consumer services
43
The journal of services marketing
43
Journal of hospitality marketing & management
31
The service industries journal
28
Journal of the Academy of Marketing Science
21
International journal of contemporary hospitality management
20
Service business
20
Psychology & marketing
16
European journal of marketing : EJM
15
Journal of retailing
15
Journal of service research
15
Journal of service management
14
Managing service quality : MSQ ; an international journal
14
Journal of hospitality & tourism research : JHTR ; the professional journal of the Council on Hotel, Restaurant, and Institutional Education
13
Services marketing quarterly
13
Journal of air transport management
12
Journal of consumer behaviour : an international research review
12
Journal of marketing
12
Marketing letters : a journal of research in marketing
12
SpringerLink / Bücher
12
International journal of consumer studies
11
Journal of marketing management : MM
10
Journal of service theory and practice
10
International journal of quality and service sciences
9
Journal of service theory and practice : JSTP
9
Tourism management : research, policies, practice
9
Business horizons
8
Erfolgreiches Beschwerdemanagement : Wege zu Prozessverbesserungen und Kundenzufriedenheit
8
Ilmenauer Schriften zur Betriebswirtschaftslehre
8
International journal of production economics
8
Journal of strategic marketing
8
Journal of travel and tourism marketing
8
Marketing intelligence & planning
8
Cogent business & management
7
Reihe: Wissenschaftliche Arbeitspapiere / W / Institut für Marktorientierte Unternehmensführung, Universität Mannheim
7
Total quality management & business excellence : an official journal of the European Society for Organisational Excellence
7
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ECONIS (ZBW)
94
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41
Antiservice as guiding maxim : tough lessons from a maximum security prison
Hill, Ronald Paul
;
Capella, Michael L.
;
Rapp, Justine M.
; …
- In:
Journal of service research : JSR
19
(
2016
)
1
,
pp. 57-71
Persistent link: https://www.econbiz.de/10011433173
Saved in:
42
Service recovery via social media : the social influence effects of virtual presence
Schaefers, Tobias
;
Schamari, Julia
- In:
Journal of service research : JSR
19
(
2016
)
2
,
pp. 192-208
Persistent link: https://www.econbiz.de/10011485442
Saved in:
43
Trust recovery following a double deviation
Basso, Kenny
;
Santos, Cristiane Pizzutti dos
- In:
Journal of service research : JSR
19
(
2016
)
2
,
pp. 209-223
Persistent link: https://www.econbiz.de/10011485447
Saved in:
44
The effects of acculturation, social distinctiveness, and social presence in a service failure situation
Weber, Karin
;
Sparks, Beverley
;
Hsu, Cathy H. C.
- In:
International journal of hospitality management
56
(
2016
),
pp. 44-55
Persistent link: https://www.econbiz.de/10011520943
Saved in:
45
The Chinese way of response to hospitality service failure : the effects of face and guanxi
Li, Mimi
;
Qiu, Shangzhi
;
Liu, Zhaoping
- In:
International journal of hospitality management
57
(
2016
),
pp. 18-29
Persistent link: https://www.econbiz.de/10011581201
Saved in:
46
Impact of service failure severity and agreeableness on consumer switchover intention : mediating role of consumer forgiveness
Riaz, Zeeshan
;
Khan, Muhammad Ishfaq
- In:
Asia Pacific journal of marketing and logistics
28
(
2016
)
3
,
pp. 420-434
Persistent link: https://www.econbiz.de/10011583333
Saved in:
47
Geysers or bubbling hot springs? : a cross-cultural examination of customer rage from Eastern and Western perspectives
Patterson, Paul G.
;
Brady, Michael K.
;
McColl-Kennedy, …
- In:
Journal of service research : JSR
19
(
2016
)
3
,
pp. 243-259
Persistent link: https://www.econbiz.de/10011665370
Saved in:
48
Recovering coproduced service failures : antecedents, consequences, and moderators of locus of recovery
Dong, Beibei
;
Sivakumar, K.
;
Evans, Kenneth R.
;
Zou, …
- In:
Journal of service research : JSR
19
(
2016
)
3
,
pp. 291-306
Persistent link: https://www.econbiz.de/10011665411
Saved in:
49
The positive effects of customers’ power on their behavioral responses after service failure
Sembada, Agung
;
Tsarenko, Yelena
;
Tojib, Dewi
- In:
Journal of service research : JSR
19
(
2016
)
3
,
pp. 337-351
Persistent link: https://www.econbiz.de/10011665459
Saved in:
50
Corporate image : a service recovery perspective
Mostafa, Rania B.
;
Lages, Cristiana R.
;
Shabbir, Haseeb A.
- In:
Journal of service research : JSR
18
(
2015
)
4
,
pp. 468-483
Persistent link: https://www.econbiz.de/10011392283
Saved in:
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