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~isPartOf:"International marketing review"
~isPartOf:"Service business"
~subject:"Service recovery"
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Search: subject_exact:"Complaint management"
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Service recovery
Beschwerdemanagement
21
Complaint management
21
Dienstleistungsqualität
19
Service quality
19
Customer satisfaction
18
Kundenzufriedenheit
18
Beziehungsmarketing
11
Relationship marketing
11
Consumer behaviour
10
Konsumentenverhalten
10
Justice
5
Emotion
4
Gerechtigkeit
4
Customer service
3
Kundenservice
3
Satisfaction
3
Service failure
3
South Korea
3
Südkorea
3
Viral marketing
3
Virales Marketing
3
Cognition
2
Complaint handling
2
Customer integration
2
Dienstleistungsberufe
2
Ethiopia
2
Kognition
2
Kundenintegration
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Leistungsmotivation
2
Mobile communications
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Mobilkommunikation
2
Selbstbedienung
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Self-service
2
Service workers
2
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2
Äthiopien
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Airline
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Breitsohl, Jan
1
Cambra-Fierro, Jesus
1
Chen, WeiWei
1
Dineva, Denitsa
1
Dorofeev, Nikita
1
Hess, Ronald L. <Jr.>
1
Hosseinpour, Masoumeh
1
Jeon, Aeeun
1
Kim, Min-su
1
Lajante, Mathieu
1
Lee, Hsiao-Ching
1
Lee, Jung-hyun
1
Melero-Polo, Iguácel
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Ozkan Tektas, Oznur
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Remisch, David
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Ring, Lawrence
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International marketing review
Service business
Journal of business research : JBR
20
Journal of retailing and consumer services
16
International journal of hospitality management
12
International journal of contemporary hospitality management
8
The journal of services marketing
8
Journal of service management
6
Marketing letters : a journal of research in marketing
6
Journal of service theory and practice : JSTP
5
Journal of the Academy of Marketing Science
5
Journal of air transport management
4
International journal of quality and service sciences
3
Journal of consumer marketing
3
Journal of service theory and practice
3
Managing service quality : MSQ ; an international journal
3
Marketing intelligence & planning
3
Asia-Pacific journal of business administration
2
Australasian marketing journal
2
Business horizons
2
European journal of marketing : EJM
2
Journal of hospitality and tourism insights
2
Journal of interactive marketing : a quarterly publication from the Direct Marketing Educational Foundation
2
Marketing Letters
2
Tourism management : research, policies, practice
2
Tourism management perspectives : TMP
2
African journal of economic and management studies : AJEMS
1
Applied Marketing Science / Angewandte Marketingforschung
1
Asia Pacific journal of marketing and logistics
1
Central European business review : CEBR
1
Electronic markets : EM ; the international journal of electronic commerce and business media
1
European business review : EBR ; the official journal of the International Management Centres, Europe
1
Industrial marketing management : the international journal for industrial and high-tech firms
1
International journal of bank marketing
1
International journal of operations & production management : IJOPM ; the official journal of the European Operations Management Association, EUROMA
1
International journal of production economics
1
International review on public and non-profit marketing
1
Journal of Business Research
1
Journal of financial services marketing
1
Journal of global scholars of marketing science : bridging Asia and the world ; JGSMS
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ECONIS (ZBW)
7
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1
Can robots recover a service using interactional justice as employees do? : a literature review-based assessment
Lajante, Mathieu
;
Remisch, David
;
Dorofeev, Nikita
- In:
Service business
17
(
2023
)
1
,
pp. 315-357
Persistent link: https://www.econbiz.de/10014282973
Saved in:
2
Consumer-to-consumer conflicts and brand moderation strategies during COVID-19 service failures : a framework for international marketers
Dineva, Denitsa
;
Breitsohl, Jan
;
Roschk, Holger
; …
- In:
International marketing review
40
(
2023
)
5
,
pp. 1112-1133
Persistent link: https://www.econbiz.de/10014470109
Saved in:
3
How to explain service failure? : impacts of justifications
Chen, WeiWei
;
Lee, Hsiao-Ching
- In:
Service business
12
(
2018
)
2
,
pp. 331-356
Persistent link: https://www.econbiz.de/10011915060
Saved in:
4
Perceived justice and post-recovery satisfaction in banking service failures : do commitment types matter?
Ozkan Tektas, Oznur
- In:
Service business
11
(
2017
)
4
,
pp. 851-870
Persistent link: https://www.econbiz.de/10011915015
Saved in:
5
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:
6
Does the nature of the relationship really matter? : an analysis of the roles of loyalty and involvement in service recovery processes
Cambra-Fierro, Jesus
;
Melero-Polo, Iguácel
;
Sese, Javier
- In:
Service business
9
(
2015
)
2
,
pp. 297-320
Persistent link: https://www.econbiz.de/10011384271
Saved in:
7
The effects of emotional intelligence on service recovery and organizational loyalty : a case of flight attendants of South Korean airlines
Lee, Jung-hyun
;
Kim, Min-su
;
Jeon, Aeeun
- In:
Service business
7
(
2013
)
4
,
pp. 665-686
Persistent link: https://www.econbiz.de/10010201131
Saved in:
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