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~isPartOf:"Journal of consumer marketing"
~isPartOf:"Journal of retailing and consumer services"
~subject:"Beschwerdemanagement"
~type_genre:"Aufsatz in Zeitschrift"
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Search: subject_exact:"Servicequalität"
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Beschwerdemanagement
Dienstleistungsqualität
340
Service quality
340
Consumer behaviour
236
Konsumentenverhalten
236
Customer satisfaction
222
Kundenzufriedenheit
222
Beziehungsmarketing
186
Relationship marketing
186
Einzelhandel
70
Retail trade
70
Customer service
62
Kundenservice
62
Complaint management
42
Online retailing
40
Online-Handel
40
Dienstleistungssektor
28
Satisfaction
28
Service industry
28
Emotion
27
E-commerce
26
Electronic Commerce
26
Viral marketing
25
Virales Marketing
25
Customer loyalty
23
Customer integration
21
Kundenintegration
21
Service failure
21
Customer experience
19
Ladengestaltung
19
Store design
19
Brand management
18
Markenführung
18
Service recovery
18
Confidence
17
Quality management
17
Qualitätsmanagement
17
Vertrauen
17
Brand image
15
Markenimage
15
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Undetermined
36
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Article
42
Type of publication (narrower categories)
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Aufsatz in Zeitschrift
Article in journal
42
Language
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English
42
Author
All
Gohary, Ali
2
Hamzelu, Bahman
2
Harun, Ahasan
2
Karande, Kiran
2
Khantimirov, Denis
2
Pacheco, Natália Araújo
2
Rokonuzzaman, Md
2
Alizadeh, Hamid
1
Altinigne, Nesenur
1
Arikan, Esra
1
Ashley, Christy
1
Atav, Gizem
1
Awasthi, Ashwini K.
1
Babin, Barry J.
1
Bagherzadeh, Ramin
1
Bai, Yanzhuang
1
Baker, Thomas L.
1
Bambauer-Sachse, Silke
1
Basil, Debra Z.
1
Bataoui, Soffien
1
Berbel-Pineda, Juan M.
1
Bicho, Marta
1
Blandina, Alexander
1
Boch, Emmanuelle
1
Borges, Adilson
1
Bougoure, Ursula Sigrid
1
Bozkurt, Sıddık
1
Cambra-Fierro, Jesús
1
Casidy, Riza
1
Chatterjee, Subimal
1
Chen, Ke
1
Chen, Nuoya
1
Cheng, Peng
1
Chih, Wen-Hai
1
Cho, Youngju
1
Cioppi, Marco
1
Curina, Ilaria
1
Daroczi, Zoltan
1
Dootson, Paula
1
Dorsey, Joshua D.
1
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Published in...
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Journal of consumer marketing
Journal of retailing and consumer services
Journal of business research : JBR
45
International journal of hospitality management
44
The journal of services marketing
30
Journal of hospitality marketing & management
24
Journal of service research : JSR
19
Service business
18
International journal of contemporary hospitality management
17
The service industries journal
16
Journal of the Academy of Marketing Science
15
Services marketing quarterly
11
Journal of hospitality & tourism research : JHTR ; the professional journal of the Council on Hotel, Restaurant, and Institutional Education
10
Journal of service research
10
Managing service quality : MSQ ; an international journal
10
Marketing letters : a journal of research in marketing
10
Psychology & marketing
10
European journal of marketing : EJM
9
Journal of air transport management
9
International journal of quality and service sciences
8
Journal of service management
8
Journal of service theory and practice
8
Journal of service theory and practice : JSTP
8
Journal of strategic marketing
7
Asia Pacific journal of marketing and logistics
6
Journal of travel and tourism marketing
6
International journal of business and economics
5
Journal of consumer behaviour : an international research review
5
Journal of marketing
5
Journal of retailing
5
Marketing intelligence & planning
5
Tourism management : research, policies, practice
5
Australasian marketing journal
4
Business horizons
4
Cogent business & management
4
Industrial marketing management : the international journal for industrial and high-tech firms
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
Journal of global marketing
4
Journal of marketing management : MM
4
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ECONIS (ZBW)
42
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1
CSR-authenticity and conciliation after service failure : the role of apology and compensation
Atav, Gizem
;
Chatterjee, Subimal
;
Kuru, Basak
- In:
Journal of consumer marketing
40
(
2023
)
7
,
pp. 911-925
Persistent link: https://www.econbiz.de/10014471145
Saved in:
2
How do Machiavellianism, narcissism and psychopathy tendencies influence consumer avoidance and revenge-seeking following a service failure?
Hancock, Tyler
;
Waites, Stacie F.
;
Johnson, Catherine M.
; …
- In:
Journal of consumer marketing
40
(
2023
)
6
,
pp. 721-733
Persistent link: https://www.econbiz.de/10014332331
Saved in:
3
Role of downward versus upward social comparison in service recovery : testing a mediated moderation model with two empirical studies
Chen, Ke
;
Zhan, Wu
;
Sharma, Piyush
- In:
Journal of retailing and consumer services
75
(
2023
),
pp. 1-13
Persistent link: https://www.econbiz.de/10014372531
Saved in:
4
Examining the impact of service robot communication styles on customer intimacy following service failure
Park, Junsung
;
Yoo, Joon Woo
;
Cho, Youngju
;
Park, Heejun
- In:
Journal of retailing and consumer services
75
(
2023
),
pp. 1-9
Persistent link: https://www.econbiz.de/10014372639
Saved in:
5
Emotion and trust in virtual service assistant design for effective service recovery
Le, Hoang T. P. M.
;
Park, Jungkun
;
Lee, Sangwoo
- In:
Journal of retailing and consumer services
74
(
2023
),
pp. 1-11
Persistent link: https://www.econbiz.de/10014364045
Saved in:
6
Would you try it again? : dual effects of customer mindfulness on service recovery
Martinez, Luisa M.
;
Pacheco, Natália Araújo
;
Ramos, …
- In:
Journal of retailing and consumer services
74
(
2023
),
pp. 1-13
Persistent link: https://www.econbiz.de/10014364668
Saved in:
7
The role of socially rich photos in generating favorable donation behavior on charity websites
Bataoui, Soffien
;
Boch, Emmanuelle
- In:
Journal of retailing and consumer services
74
(
2023
),
pp. 1-16
Persistent link: https://www.econbiz.de/10014364672
Saved in:
8
May robots be held responsible for service failure and recovery? : the role of robot service provider agents' human-likeness
Arikan, Esra
;
Altinigne, Nesenur
;
Kuzgun, Ebru
;
Okan, Mehmet
- In:
Journal of retailing and consumer services
70
(
2023
),
pp. 1-11
Persistent link: https://www.econbiz.de/10014240279
Saved in:
9
The effects of brand relationships on justice perceptions in service recovery
Gonçalves Filho, Cid
;
Kiefer, Kip
;
Fetscherin, Marc
; …
- In:
Journal of consumer marketing
40
(
2023
)
3
,
pp. 315-327
Persistent link: https://www.econbiz.de/10014275988
Saved in:
10
Online service failure : how consumers from emerging countries react and complain
Rohden, Simoni F.
;
Matos, Celso Augusto de
- In:
Journal of consumer marketing
39
(
2022
)
1
,
pp. 44-54
Persistent link: https://www.econbiz.de/10013165311
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