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~isPartOf:"Effektives Customer Relationship Management : Instrumente - Einführungskonzepte - Organisation"
~isPartOf:"Journal of marketing management : MM"
~isPartOf:"Journal of marketing"
~isPartOf:"Journal of retailing"
~subject:"Beschwerdemanagement"
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Search: subject_exact:"Kundenbeziehungen"
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Beschwerdemanagement
Beziehungsmarketing
368
Relationship marketing
368
Consumer behaviour
151
Konsumentenverhalten
151
Customer satisfaction
58
Kundenzufriedenheit
58
Einzelhandel
54
Retail trade
54
Dienstleistungsqualität
41
Service quality
41
Brand management
36
Markenführung
36
Marketing management
33
Marketingmanagement
33
Lieferantenmanagement
32
Supplier relationship management
32
Social Web
28
Social web
28
Brand image
26
Markenimage
26
Customer integration
25
Kundenintegration
25
Customer value
24
Kundenwert
24
Internet marketing
22
Online-Marketing
22
E-commerce
21
Electronic Commerce
21
Complaint management
19
Distribution channel
19
Online retailing
19
Online-Handel
19
Salespeople
19
Verkaufspersonal
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Vertriebsweg
19
Customer service
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Kundenservice
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United States
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Buttle, Francis A.
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Hult, G. Tomas M.
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Ang, Lawrence
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Bolton, Lisa E.
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Brady, Michael K.
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Braun, Jakob
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Chiang, Jeongwen
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Dahl, Darren W.
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Deng, Xiaoyan
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Díaz Martín, Ana María
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Felix, Reto
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Fornell, Claes
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Golmohammadi, Alireza
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Effektives Customer Relationship Management : Instrumente - Einführungskonzepte - Organisation
Journal of marketing management : MM
Journal of marketing
Journal of retailing
Journal of business research : JBR
38
Journal of retailing and consumer services
26
International journal of hospitality management
25
The journal of services marketing
19
The service industries journal
14
Journal of hospitality marketing & management
13
International journal of contemporary hospitality management
11
Journal of service research : JSR
11
Service business
10
Services marketing quarterly
9
Journal of service research
8
Journal of the Academy of Marketing Science
8
Marketing letters : a journal of research in marketing
7
SpringerLink / Bücher
7
Business horizons
6
International journal of production economics
6
Psychology & marketing
6
Tourism management : research, policies, practice
6
Journal of consumer marketing
5
Journal of hospitality & tourism research : JHTR ; the professional journal of the Council on Hotel, Restaurant, and Institutional Education
5
Journal of travel and tourism marketing
5
Managing service quality : MSQ ; an international journal
5
Marketing intelligence & planning
5
Asia-Pacific journal of business administration
4
Cogent business & management
4
European journal of marketing : EJM
4
International journal of business and economics
4
International journal of consumer studies
4
International journal of quality and service sciences
4
International journal of services and operations management
4
Journal of service management
4
Journal of service theory and practice
4
Journal of strategic marketing
4
Reihe: Wissenschaftliche Arbeitspapiere / W / Institut für Marktorientierte Unternehmensführung, Universität Mannheim
4
Total quality management & business excellence
4
Total quality management & business excellence : an official journal of the European Society for Organisational Excellence
4
Working papers / Institut für Wirtschaftsinformatik der Universität Bern
4
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ECONIS (ZBW)
19
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1
Complaint de-escalation strategies on social media
Herhausen, Dennis
;
Grewal, Lauren
;
Cummings, Krista Hill
; …
- In:
Journal of marketing
87
(
2023
)
2
,
pp. 210-231
Persistent link: https://www.econbiz.de/10014245084
Saved in:
2
Information search and product returns across mobile and traditional online channels
Zhang, Yufei
;
Voorhees, Clay M.
;
Chen, Lin
;
Chiang, Jeongwen
- In:
Journal of retailing
98
(
2022
)
2
,
pp. 260-276
Persistent link: https://www.econbiz.de/10013364282
Saved in:
3
Complaint publicization in social media
Golmohammadi, Alireza
;
Havakhor, Taha
;
Gauri, Dinesh Kumar
- In:
Journal of marketing
85
(
2021
)
6
,
pp. 1-23
Persistent link: https://www.econbiz.de/10012662135
Saved in:
4
When and why saying "thank you" is better than saying "sorry" in redressing service failures : the role of self-esteem
You, Yanfen
;
Yang, Xiaojing
;
Wang, Lili
;
Deng, Xiaoyan
- In:
Journal of marketing
84
(
2020
)
2
,
pp. 133-150
Persistent link: https://www.econbiz.de/10012176607
Saved in:
5
Turning complaining customers into loyal customers: moderators of the complaint handling-customer loyalty relationship
Morgeson, Forrest V., III.
;
Hult, G. Tomas M.
;
Mithas, Sunil
- In:
Journal of marketing
84
(
2020
)
5
,
pp. 79-99
Persistent link: https://www.econbiz.de/10012271494
Saved in:
6
The unintended consequence of price-based service recovery incentives
Kanuri, Vamsi K.
;
Andrews, Michelle
- In:
Journal of marketing
83
(
2019
)
5
,
pp. 57-77
Persistent link: https://www.econbiz.de/10012176134
Saved in:
7
Boundary conditions of the effect of customer coproduction : the case of service failure
Zolfagharian, Mohammadali
;
Felix, Reto
;
Braun, Jakob
- In:
Journal of marketing management : MM
34
(
2018
)
9/10
,
pp. 705-731
Persistent link: https://www.econbiz.de/10011935068
Saved in:
8
The benefit of becoming friends : complaining after service failures leads customers with strong ties to increase loyalty
Umashankar, Nita
;
Ward, Morgan K.
;
Dahl, Darren W.
- In:
Journal of marketing
81
(
2017
)
6
,
pp. 79-98
Persistent link: https://www.econbiz.de/10011776897
Saved in:
9
How does corporate social responsibility affect consumer response to service failure in buyer-seller relationships?
Bolton, Lisa E.
;
Mattila, Anna S.
- In:
Journal of retailing
91
(
2015
)
1
,
pp. 140-153
Persistent link: https://www.econbiz.de/10010500739
Saved in:
10
Managing complaints to improve customer profitability
Cambra-Fierro, Jesus
;
Melero, Iguacel
;
Sesé, F. Javier
- In:
Journal of retailing
91
(
2015
)
1
,
pp. 109-124
Persistent link: https://www.econbiz.de/10010500745
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