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~isPartOf:"Asia Pacific journal of marketing and logistics"
~isPartOf:"Total quality management & business excellence"
~subject:"Complaint management"
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Search: subject:"Customer satisfaction"
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Complaint management
Customer satisfaction
149
Kundenzufriedenheit
149
Dienstleistungsqualität
95
Service quality
95
Consumer behaviour
71
Konsumentenverhalten
71
Beziehungsmarketing
63
Relationship marketing
63
Quality management
25
Qualitätsmanagement
25
customer satisfaction
19
service quality
17
Online retailing
14
Online-Handel
14
Satisfaction
13
Confidence
12
E-commerce
12
Electronic Commerce
12
Vertrauen
12
Measurement
11
Messung
11
Structural equation model
11
Strukturgleichungsmodell
11
Beschwerdemanagement
10
Brand management
10
Markenführung
10
Brand image
9
Customer service
9
Hospital
9
Krankenhaus
9
Kundenservice
9
Markenimage
9
Gesundheitsversorgung
8
Health care
8
Kano model
8
Product quality
8
Produktqualität
8
Arbeitszufriedenheit
7
Consumer satisfaction
7
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10
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10
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10
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English
10
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Wei, Jiahua
2
Ahmad, Bilal
1
Akbar, Muhammad Imad Ud Din
1
Akhtar, Nadeem
1
Chao, Cheng-Min
1
Che, Tong
1
Cheng, Bor-Wen
1
Cui, Jinsheng
1
Du, Wenxuan
1
Feng, Bo
1
Hou, Zhiping
1
Ji, Meng
1
Khan, Muhammad Ishfaq
1
Kim, Jong-Hyeong
1
Li, Chao
1
Lin, Xi
1
Liu, Da
1
Lu, Hui
1
Phabmixay, Chanthaly S.
1
Quach, Sara
1
Radu, Alexandru
1
Riaz, Zeeshan
1
Rodríguez-Escudero, Ana Isabel
1
Rodríguez-Pinto, Javier
1
Surachartkumtonkun, Jiraporn
1
Thaichon, Park
1
Weaven, Scott
1
Youn, Hyewon
1
Zheng, Xiabing
1
Zhong, Jianan
1
Zhou, Xiaorui
1
Zhu, Sai
1
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Asia Pacific journal of marketing and logistics
Total quality management & business excellence
Journal of business research : JBR
45
International journal of hospitality management
33
Journal of retailing and consumer services
33
The journal of services marketing
27
Journal of hospitality marketing & management
20
Service business
18
Journal of service research : JSR
15
International journal of contemporary hospitality management
14
The service industries journal
14
Journal of the Academy of Marketing Science
11
European journal of marketing : EJM
10
Journal of service management
10
Marketing letters : a journal of research in marketing
10
Psychology & marketing
9
Journal of air transport management
8
Journal of service theory and practice
8
Services marketing quarterly
8
International journal of quality and service sciences
7
Journal of hospitality & tourism research : JHTR ; the professional journal of the Council on Hotel, Restaurant, and Institutional Education
7
Journal of retailing
7
Journal of service theory and practice : JSTP
7
Managing service quality : MSQ ; an international journal
7
Ilmenauer Schriften zur Betriebswirtschaftslehre
6
Journal of marketing
6
Journal of strategic marketing
6
Business horizons
5
Cogent business & management
5
Journal of consumer behaviour : an international research review
5
Journal of service research
5
Australasian marketing journal
4
International journal of operations & production management : IJOPM ; the official journal of the European Operations Management Association, EUROMA
4
International journal of services and operations management
4
International journal of services, economics and management
4
Journal of consumer marketing
4
Journal of travel and tourism marketing
4
SpringerLink / Bücher
4
Total quality management & business excellence : an official journal of the European Society for Organisational Excellence
4
Tourism management : research, policies, practice
4
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ECONIS (ZBW)
10
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10
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10
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date (oldest first)
1
Benefits from the standardisation of the complaint management system
Phabmixay, Chanthaly S.
;
Rodríguez-Escudero, Ana Isabel
; …
- In:
Total quality management & business excellence
32
(
2021
)
7
,
pp. 737-757
Persistent link: https://www.econbiz.de/10012513922
Saved in:
2
The effect of robot anthropomorphism on revisit intentions after service failure : a moderated serial mediation model
Cui, Jinsheng
;
Zhong, Jianan
- In:
Asia Pacific journal of marketing and logistics
35
(
2023
)
11
,
pp. 2621-2644
Persistent link: https://www.econbiz.de/10014430271
Saved in:
3
Research on the impact of consumer forgiveness on consumer continuous trust
Wei, Jiahua
;
Zhu, Sai
;
Lu, Hui
;
Li, Chao
;
Hou, Zhiping
; …
- In:
Total quality management & business excellence
34
(
2023
)
6
,
pp. 692-711
Persistent link: https://www.econbiz.de/10013550274
Saved in:
4
Relationship outcomes following a service failure : the role of agent likability
Radu, Alexandru
;
Quach, Sara
;
Thaichon, Park
; …
- In:
Asia Pacific journal of marketing and logistics
35
(
2023
)
2
,
pp. 364-379
Persistent link: https://www.econbiz.de/10013553058
Saved in:
5
Dissatisfaction toward O2O websites : expectation disconfirmation and justice perspective
Che, Tong
;
Ji, Meng
;
Zheng, Xiabing
;
Feng, Bo
- In:
Asia Pacific journal of marketing and logistics
34
(
2022
)
1
,
pp. 190-208
Persistent link: https://www.econbiz.de/10012798117
Saved in:
6
Revisiting the service recovery paradox in the restaurant industry
Kim, Jong-Hyeong
;
Du, Wenxuan
;
Youn, Hyewon
- In:
Asia Pacific journal of marketing and logistics
34
(
2022
)
3
,
pp. 437-453
Persistent link: https://www.econbiz.de/10013163343
Saved in:
7
Research on the influence of compensation methods and customer sentiment on service recovery effect
Wei, Jiahua
;
Lin, Xi
- In:
Total quality management & business excellence
33
(
2022
)
5
,
pp. 489-508
Persistent link: https://www.econbiz.de/10013166889
Saved in:
8
Identifying aggressive versus ethical sales supervision in B2B service recovery : a multilevel perspective
Ahmad, Bilal
;
Liu, Da
;
Akhtar, Nadeem
;
Akbar, Muhammad …
- In:
Asia Pacific journal of marketing and logistics
34
(
2022
)
10
,
pp. 2331-2349
Persistent link: https://www.econbiz.de/10013553003
Saved in:
9
Does service recovery affect satisfaction and loyalty? : an empirical study of medical device suppliers
Chao, Cheng-Min
;
Cheng, Bor-Wen
- In:
Total quality management & business excellence
30
(
2019
)
12
,
pp. 1350-1366
Persistent link: https://www.econbiz.de/10012199846
Saved in:
10
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:
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