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~isPartOf:"European journal of marketing : EJM"
~isPartOf:"Journal of hospitality marketing & management"
~isPartOf:"Journal of retailing"
~isPartOf:"Management science : journal of the Institute for Operations Research and the Management Sciences"
~subject:"Complaint management"
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Search: subject:"Nachkaufmarketing"
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Complaint management
Customer service
54
Kundenservice
54
Customer satisfaction
30
Kundenzufriedenheit
30
Consumer behaviour
29
Dienstleistungsqualität
29
Konsumentenverhalten
29
Service quality
29
Beziehungsmarketing
20
Relationship marketing
20
Beschwerdemanagement
16
Einzelhandel
9
Retail trade
9
Arbeitszufriedenheit
5
Job satisfaction
5
Salespeople
5
Verkaufspersonal
5
Dienstleistungssektor
4
Hospital
4
Krankenhaus
4
Leistungsmotivation
4
Online retailing
4
Online-Handel
4
Service industry
4
Work motivation
4
Arbeitsverhalten
3
Contract theory
3
Emotion
3
Frontline employees
3
Lieferkette
3
Perception
3
Product quality
3
Produktqualität
3
Supply chain
3
Vertragstheorie
3
Wahrnehmung
3
Work behaviour
3
service encounter
3
service failure
3
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16
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16
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16
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English
16
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Baker, Melissa A.
1
Calantone, Roger J.
1
Cambra-Fierro, Jesus
1
Chen, Haipeng
1
Chen, Lin
1
Chiang, Jeongwen
1
Cho, Soo-Haeng
1
Coughlan, Anne T.
1
Dagger, Tracey S.
1
Freling, Ryan
1
Ganesan, Shankar
1
Grewal, Dhruv
1
Hess, Ronald L.
1
Hua, Nan
1
Huang, Minxue
1
Hult, G. Tomas M.
1
Janakiraman, Narayan
1
Kim, Junyong
1
Kim, Youngsun Sean
1
Klein, Noreen M.
1
Koc, Erdogan
1
Ma, Junzhao
1
McColl-Kennedy, Janet R.
1
Melero, Iguacel
1
Nageswaran, Leela
1
Nguyen, Doan T.
1
Palmeira, Mauricio
1
Roggeveen, Anne L.
1
Salehi-Esfahani, Saba
1
Savaskan, R. Canan
1
Scheller-Wolf, Alan
1
Sesé, F. Javier
1
Shan, Minghui
1
Sharifi, Seyed Shahin
1
Shulman, Jeffrey D.
1
Sinha, Kingshuk K.
1
Spassova, Gerri
1
Srydal, Holly A.
1
Sun, Sijie
1
Thirumalai, Sriram
1
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European journal of marketing : EJM
Journal of hospitality marketing & management
Journal of retailing
Management science : journal of the Institute for Operations Research and the Management Sciences
Journal of business research : JBR
20
The journal of services marketing
15
International journal of hospitality management
14
Journal of retailing and consumer services
11
Journal of service research : JSR
8
Journal of service theory and practice
8
Psychology & marketing
7
The service industries journal
7
Journal of service research
6
Ilmenauer Schriften zur Betriebswirtschaftslehre
5
International journal of contemporary hospitality management
5
International journal of quality and service sciences
5
Managing service quality : MSQ ; an international journal
5
Marketing letters : a journal of research in marketing
5
Services marketing quarterly
5
Business horizons
4
International journal of operations & production management : IJOPM ; the official journal of the European Operations Management Association, EUROMA
4
Journal of the Academy of Marketing Science
4
Gabler Edition Wissenschaft
3
International journal of business information systems : IJBIS
3
International journal of services, economics and management
3
Journal of hospitality & tourism research : JHTR ; the professional journal of the Council on Hotel, Restaurant, and Institutional Education
3
Journal of service management
3
Journal of service theory and practice : JSTP
3
Service business
3
Asia Pacific journal of marketing and logistics
2
Asia-Pacific journal of business administration
2
Cogent business & management
2
Customer Relationship Management : neue CRM-Best-Practice-Fallstudien und -Konzepte zu Prozessen, Organisation, Mitarbeiterführung und Technologie
2
European journal of marketing
2
International journal of consumer studies
2
International journal of electronic commerce : IJEC
2
International journal of production economics
2
International journal of services and operations management
2
Journal for global business advancement : JGBA
2
Journal of air transport management
2
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ECONIS (ZBW)
16
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16
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1
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:
2
Responding to negative reviews? : the interplay of management response strategy and service failure type
Salehi-Esfahani, Saba
;
Torres, Edwin
;
Hua, Nan
- In:
Journal of hospitality marketing & management
32
(
2023
)
1
,
pp. 29-49
Persistent link: https://www.econbiz.de/10013545802
Saved in:
3
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:
4
Consumer return policies in omnichannel operations
Nageswaran, Leela
;
Cho, Soo-Haeng
;
Scheller-Wolf, Alan
- In:
Management science : journal of the Institute for …
66
(
2020
)
12
,
pp. 5558-5575
Persistent link: https://www.econbiz.de/10012391392
Saved in:
5
Customers' reactions to other customer caused service failures : the effects of tie strength on customer loyalty
Kim, Youngsun Sean
;
Baker, Melissa A.
- In:
Journal of hospitality marketing & management
29
(
2020
)
6
,
pp. 682-701
Persistent link: https://www.econbiz.de/10012256164
Saved in:
6
Employee attractiveness and customers' service failure perceptions
Villi, Bilge
;
Koc, Erdogan
- In:
Journal of hospitality marketing & management
27
(
2018
)
1
,
pp. 41-60
Persistent link: https://www.econbiz.de/10011848320
Saved in:
7
The impact of service failure and recovery on target and observing customers : a comparative study
Sharifi, Seyed Shahin
;
Palmeira, Mauricio
;
Ma, Junzhao
; …
- In:
Journal of hospitality marketing & management
26
(
2017
)
8
,
pp. 889-910
Persistent link: https://www.econbiz.de/10011784161
Saved in:
8
The effect of return policy leniency on consumer purchase and return decisions : a meta-analytic review
Janakiraman, Narayan
;
Srydal, Holly A.
;
Freling, Ryan
- In:
Journal of retailing
92
(
2016
)
2
,
pp. 226-235
Persistent link: https://www.econbiz.de/10011505034
Saved in:
9
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
Saved in:
10
Recovery strategy for group service failures : the interaction effects between recovery modes and recovery dimensions
Zhou, Yuanyuan
;
Huang, Minxue
;
Tsang, Alex S. L.
;
Zhou, Nan
- In:
European journal of marketing : EJM
47
(
2013
)
8
,
pp. 1133-1156
Persistent link: https://www.econbiz.de/10009786604
Saved in:
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