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~isPartOf:"International journal of consumer studies"
~isPartOf:"International journal of hospitality management"
~isPartOf:"Service business"
~isPartOf:"The service industries journal"
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Search: subject_exact:"Customer complaints"
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Beschwerdemanagement
113
Complaint management
113
Dienstleistungsqualität
81
Service quality
81
Customer satisfaction
67
Kundenzufriedenheit
67
Beziehungsmarketing
53
Relationship marketing
53
Consumer behaviour
47
Konsumentenverhalten
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Customer service
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Kundenservice
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Service failure
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Service recovery performance
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China
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Customer integration
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Kundenintegration
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Mobile communications
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Mobilkommunikation
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Confidence
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service failure
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service recovery
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113
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Guchait, Priyanko
6
Jang, Soocheong
6
Mattila, Anna S.
5
Donoghue, Suné
3
Lin, Wen-bao
3
Ro, Heejung
3
Cai, Ruiying
2
Choi, Chang Hwan
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Chuang, Shih-chieh
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De Klerk, Helena M.
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Huey Chern Boo
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Iglesias Argu͏̈elles, Víctor
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Kim, Hyunsu
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Kim, Jong-hyeong
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Kim, Taegoo
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Lee, Gyehee
2
Lee, Lindsey
2
Luo, Anqi
2
MacQuilken, Lisa
2
Madera, Juan M.
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Magnini, Vincent P.
2
Malhotra, Neeru
2
Matos, Celso Augusto de
2
Melero-Polo, Iguácel
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Meng, Fang
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Miao, Li
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So, Kevin Kam Fung
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Sreejesh, S.
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Strydom, Nina
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Taheri, Babak
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Varela Neira, Concepción
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Vázquez Casielles, Rodolfo
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Wang, Xingyu
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Wei, Wei
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Adler, Howard
1
Ali, Faizan
1
Andajigarmaroudi, Saeed
1
Andreassen, Tor Wallin
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Andrews, Lynda
1
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International journal of consumer studies
International journal of hospitality management
Service business
The service industries journal
Journal of business research : JBR
70
Journal of retailing and consumer services
43
The journal of services marketing
43
Journal of hospitality marketing & management
31
Journal of service research : JSR
31
International journal of contemporary hospitality management
20
Journal of the Academy of Marketing Science
20
Psychology & marketing
16
European journal of marketing : EJM
15
Journal of retailing
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
Journal of service research
11
Journal of marketing management : MM
10
International journal of quality and service sciences
9
Journal of service theory and practice
9
Journal of service theory and practice : JSTP
9
Asia Pacific journal of marketing and logistics
8
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
Tourism management : research, policies, practice
8
Marketing intelligence & planning
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
Cogent business & management
6
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ECONIS (ZBW)
113
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51
How online service recovery approaches bolster recovery performance? : a multi-level perspective
Li, Chia-Ying
;
Fang, Yu-Hui
- In:
Service business
10
(
2016
)
1
,
pp. 179-200
Persistent link: https://www.econbiz.de/10011722225
Saved in:
52
The influence of the source and valence of word-of-mouth information on post-failure and post-recovery evaluations
Hess, Ronald L. <Jr.>
;
Ring, Lawrence
- In:
Service business
10
(
2016
)
2
,
pp. 319-343
Persistent link: https://www.econbiz.de/10011722315
Saved in:
53
Can complaint-handling efforts promote customer engagement?
Cambra-Fierro, Jesús
;
Melero-Polo, Iguácel
;
Sesé, F. …
- In:
Service business
10
(
2016
)
4
,
pp. 847-866
Persistent link: https://www.econbiz.de/10011722441
Saved in:
54
Consumers' subjective and objective consumerism knowledge and subsequent complaint behaviour concerning consumer electronics : a South African perspective
Donoghue, Suné
;
Oordt, Chanelle van
;
Strydom, Nina
- In:
International journal of consumer studies
40
(
2016
)
4
,
pp. 385-399
Persistent link: https://www.econbiz.de/10011593307
Saved in:
55
Quality function deployment in failure recovery and prevention
Chen, Hsi-Tien
- In:
The service industries journal
36
(
2016
)
13/14
,
pp. 615-637
Persistent link: https://www.econbiz.de/10011655406
Saved in:
56
A novel framework for customer complaint management
Hsiao, Yu-Hsiang
;
Chen, Li-Fei
;
Choy, Yoon Leng
;
Su, …
- In:
The service industries journal
36
(
2016
)
13/14
,
pp. 675-698
Persistent link: https://www.econbiz.de/10011655409
Saved in:
57
The effects of acculturation, social distinctiveness, and social presence in a service failure situation
Weber, Karin
;
Hsu, Cathy H. C.
- In:
International journal of hospitality management
56
(
2016
),
pp. 44-55
Persistent link: https://www.econbiz.de/10011520943
Saved in:
58
The effects of customer voice on hotel performance
Assaf, A. Georges
;
Josiassen, Alexander
;
Cvelbar, …
- In:
International journal of hospitality management
44
(
2015
),
pp. 77-83
Persistent link: https://www.econbiz.de/10010501234
Saved in:
59
Consumer trust relations with payment cards and banks : an exploratory study
Koivunen, Tuija
;
Tuorila, Helena
- In:
International journal of consumer studies
39
(
2015
)
2
,
pp. 85-93
Persistent link: https://www.econbiz.de/10011299586
Saved in:
60
How does social distance impact customers' complaint intentions? : a cross-cultural examination
Fan, Alei
;
Mattila, Anna S.
;
Zhao, Xinyuan
- In:
International journal of hospitality management
47
(
2015
),
pp. 25-34
Persistent link: https://www.econbiz.de/10011312551
Saved in:
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