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~isPartOf:"Journal of global information management : an official publication of the Information Resources Management Association"
~isPartOf:"Journal of service research : JSR"
~subject:"Consumer behaviour"
~subject:"Social Web"
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Consumer behaviour
Social Web
Beschwerdemanagement
32
Complaint management
32
Dienstleistungsqualität
20
Service quality
20
Customer satisfaction
16
Kundenzufriedenheit
16
Konsumentenverhalten
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Beziehungsmarketing
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Relationship marketing
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service recovery
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anger
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double deviation
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McColl-Kennedy, Janet R.
2
Patterson, Paul G.
2
Tsarenko, Yelena
2
Albrecht, Arne Keno
1
Bearden, William O.
1
Beatty, Sharon E.
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Blut, Markus
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Boshoff, Christo
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Gruen, Thomas W.
1
Guo, Lin
1
Haws, Kelly L.
1
Larivière, Bart
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Lotz, Sherry L.
1
Loureiro, Yuliya Komarova
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Roschk, Holger
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1
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Sembada, Agung
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Tojib, Dewi
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1
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Journal of global information management : an official publication of the Information Resources Management Association
Journal of service research : JSR
Journal of business research : JBR
39
Journal of hospitality marketing & management
26
International journal of hospitality management
25
Journal of retailing and consumer services
24
The journal of services marketing
22
European journal of marketing : EJM
13
International journal of contemporary hospitality management
12
Psychology & marketing
12
International journal of consumer studies
9
Journal of hospitality & tourism research : JHTR ; the professional journal of the Council on Hotel, Restaurant, and Institutional Education
9
Journal of marketing
9
Service business
9
Journal of retailing
8
Journal of service management
8
Journal of service research
8
Managing service quality : MSQ ; an international journal
8
Ilmenauer Schriften zur Betriebswirtschaftslehre
7
Services marketing quarterly
7
Business horizons
6
The service industries journal
6
International journal of services and operations management
5
Journal of the Academy of Marketing Science
5
Marketing intelligence & planning
5
Marketing letters : a journal of research in marketing
5
Marketing science : the marketing journal of the Institute for Operations Research and the Management Sciences
5
Tourism management : research, policies, practice
5
Cogent business & management
4
International journal of quality and service sciences
4
Journal of consumer behaviour : an international research review
4
Journal of consumer marketing
4
Journal of consumer research : JCR ; an interdisciplinary bimonthly
4
Journal of interactive marketing : a quarterly publication from the Direct Marketing Educational Foundation
4
Journal of internet commerce
4
Journal of marketing management : MM
4
Journal of service theory and practice
4
Journal of service theory and practice : JSTP
4
Journal of strategic marketing
4
Journal of travel and tourism marketing
4
SpringerLink / Bücher
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ECONIS (ZBW)
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1
How does culture impact customer evaluation in online complaining? : evidence from Germany and India
Sengupta, Sanchayan
- In:
Journal of global information management : an official …
28
(
2020
)
2
,
pp. 131-159
Persistent link: https://www.econbiz.de/10012304208
Saved in:
2
Businesses beware : consumer immoral retaliation in response to perceived moral violations by companies
Loureiro, Yuliya Komarova
;
Haws, Kelly L.
;
Bearden, …
- In:
Journal of service research : JSR
21
(
2018
)
2
,
pp. 184-200
Persistent link: https://www.econbiz.de/10011855788
Saved in:
3
Perceptions of group versus individual service failures and their effects on customer outcomes : the role of attributions and customer entitlement
Albrecht, Arne Keno
;
Walsh, Gianfranco
;
Beatty, Sharon E.
- In:
Journal of service research : JSR
20
(
2017
)
2
,
pp. 188-203
Persistent link: https://www.econbiz.de/10011684846
Saved in:
4
The role of perceived control in customer value cocreation and service recovery evaluation
Guo, Lin
;
Lotz, Sherry L.
;
Tang, Chuanyi
;
Gruen, Thomas W.
- In:
Journal of service research : JSR
19
(
2016
)
1
,
pp. 39-56
Persistent link: https://www.econbiz.de/10011433138
Saved in:
5
Service recovery via social media : the social influence effects of virtual presence
Schaefers, Tobias
;
Schamari, Julia
- In:
Journal of service research : JSR
19
(
2016
)
2
,
pp. 192-208
Persistent link: https://www.econbiz.de/10011485442
Saved in:
6
Geysers or bubbling hot springs? : a cross-cultural examination of customer rage from Eastern and Western perspectives
Patterson, Paul G.
;
Brady, Michael K.
;
McColl-Kennedy, …
- In:
Journal of service research : JSR
19
(
2016
)
3
,
pp. 243-259
Persistent link: https://www.econbiz.de/10011665370
Saved in:
7
Recovering coproduced service failures : antecedents, consequences, and moderators of locus of recovery
Dong, Beibei
;
Sivakumar, K.
;
Evans, Kenneth R.
;
Zou, …
- In:
Journal of service research : JSR
19
(
2016
)
3
,
pp. 291-306
Persistent link: https://www.econbiz.de/10011665411
Saved in:
8
The positive effects of customers’ power on their behavioral responses after service failure
Sembada, Agung
;
Tsarenko, Yelena
;
Tojib, Dewi
- In:
Journal of service research : JSR
19
(
2016
)
3
,
pp. 337-351
Persistent link: https://www.econbiz.de/10011665459
Saved in:
9
Unpacking customer rage elicitation : a dynamic model
Surachartkumtonkun, Jiraporn
;
McColl-Kennedy, Janet R.
; …
- In:
Journal of service research : JSR
18
(
2015
)
2
,
pp. 177-192
Persistent link: https://www.econbiz.de/10011283710
Saved in:
10
Group emotional contagion and complaint intentions in group service failure : the role of group size and group familiarity
Du, Jiangang
;
Fan, Xiucheng
;
Feng, Tianjun
- In:
Journal of service research : JSR
17
(
2014
)
3
,
pp. 326-338
Persistent link: https://www.econbiz.de/10010393227
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