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~isPartOf:"Journal of service management"
~subject:"Complaint management"
~subject:"Online retailing"
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Search: subject:"Customer satisfaction"
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Complaint management
Online retailing
Customer satisfaction
70
Kundenzufriedenheit
69
Dienstleistungsqualität
45
Service quality
45
Beziehungsmarketing
40
Relationship marketing
40
Consumer behaviour
38
Konsumentenverhalten
38
Customer service
11
Kundenservice
11
Beschwerdemanagement
10
Satisfaction
10
Services
10
Arbeitszufriedenheit
9
Customer experience
9
Dienstleistung
9
Job satisfaction
9
Dienstleistungssektor
8
Einzelhandel
8
Retail trade
8
Service industry
8
Customer integration
7
Kundenintegration
7
Dienstleistungsmarketing
6
Services marketing
6
Viral marketing
6
Virales Marketing
6
Customer loyalty
5
Emotion
5
Service recovery
5
Zufriedenheit
5
Employee retention
4
Mitarbeiterbindung
4
Online-Handel
4
Arbeitskräfte
3
Arbeitsverhalten
3
Betriebliche Wertschöpfung
3
Confidence
3
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Article
13
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Article in journal
13
Aufsatz in Zeitschrift
13
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English
13
Author
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Huang, Wen Hsien
2
Wu, Luorong
2
Aslan, Marjan
1
Bloemer, Johanna M.
1
Bradley, Graham L.
1
Edvardsson, Bo
1
Ha, Young
1
Han, Rachel
1
He, Zeya
1
Hillebrand, Bas
1
Iglesias, Víctor
1
Im, Hyunjoo
1
Jiang, Ling
1
Joosten, Herm
1
Jun, Minjoon
1
Kandampully, Jay
1
Keating, Byron W.
1
Li, Xiang
1
Lin, Tzu-da
1
Marshall, Roger
1
Mattila, Anna S.
1
Proença, João F.
1
Soares, Raquel Reis
1
Sparks, Beverley
1
Tronvoll, Bård
1
Varela Neira, Concepción
1
Vázquez Casielles, Rodolfo
1
Walle, Steven van de
1
Weber, Karin
1
Xu, Yingzi
1
Yang, Zhilin
1
Zhang, Ting Ting
1
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Published in...
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Journal of service management
Journal of retailing and consumer services
108
Journal of business research : JBR
62
International journal of hospitality management
45
The journal of services marketing
34
International journal of electronic marketing and retailing : IJEMR
28
Journal of hospitality marketing & management
25
Service business
24
The service industries journal
23
Journal of service research : JSR
20
Cogent business & management
19
International journal of contemporary hospitality management
19
Journal of internet commerce
19
Psychology & marketing
17
Tourism management : research, policies, practice
17
Asia Pacific journal of marketing and logistics
16
Journal of retailing
15
Journal of electronic commerce in organizations : the international journal of electronic commerce in modern organizations ; an official publication of the Information Resources Management Association
14
Journal of the Academy of Marketing Science
14
European journal of marketing : EJM
13
International journal of business information systems : IJBIS
13
Journal of electronic commerce research : JECR
13
Journal of strategic marketing
13
International journal of retail & distribution management
12
Journal of research in interactive marketing : interactive marketing and computer-mediated communication
12
Services marketing quarterly
12
Information & management : the internat. journal of management processes and systems ; journal of IFIP Users Group
11
International journal of e-business research : an official publication of the Information Resources Management Association
11
International journal of electronic customer relationship management : IJECRM
11
International journal of quality and service sciences
11
International journal of retail and distribution management
11
Journal of travel and tourism marketing
11
Marketing letters : a journal of research in marketing
11
Journal of service theory and practice
10
Managing service quality : MSQ ; an international journal
10
Journal of air transport management
9
Journal of global marketing
9
Journal of hospitality & tourism research : JHTR ; the professional journal of the Council on Hotel, Restaurant, and Institutional Education
9
Journal of interactive marketing : a quarterly publication from the Direct Marketing Educational Foundation
9
Journal of marketing management : MM
9
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ECONIS (ZBW)
13
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1
Mediating service experiences with online photos : the role of consumers' perceptions of the mediated servicescape
He, Zeya
;
Wu, Luorong
;
Li, Xiang
- In:
Journal of service management
34
(
2023
)
4
,
pp. 657-695
Persistent link: https://www.econbiz.de/10014338199
Saved in:
2
Self-service technology recovery : the importance of psychological need support
Keating, Byron W.
;
Aslan, Marjan
- In:
Journal of service management
34
(
2023
)
4
,
pp. 725-749
Persistent link: https://www.econbiz.de/10014338201
Saved in:
3
Consumer control in service recovery : beyond decisional control
Joosten, Herm
;
Bloemer, Johanna M.
;
Hillebrand, Bas
- In:
Journal of service management
28
(
2017
)
3
,
pp. 499-519
Persistent link: https://www.econbiz.de/10011758717
Saved in:
4
Why are Generation Y consumers the most likely to complain and repurchase?
Soares, Raquel Reis
;
Zhang, Ting Ting
;
Proença, João F.
; …
- In:
Journal of service management
28
(
2017
)
3
,
pp. 520-540
Persistent link: https://www.econbiz.de/10011758761
Saved in:
5
When public services fail : a research agenda on public service failure
Walle, Steven van de
- In:
Journal of service management
27
(
2016
)
5
,
pp. 831-846
Persistent link: https://www.econbiz.de/10011553217
Saved in:
6
Perceived prevalence and personal impact of negative online reviews
Bradley, Graham L.
;
Sparks, Beverley
;
Weber, Karin
- In:
Journal of service management
27
(
2016
)
4
,
pp. 507-533
Persistent link: https://www.econbiz.de/10011563656
Saved in:
7
A double whammy effect of ethnicity and gender on consumer responses to management level service failures
Wu, Luorong
;
Han, Rachel
;
Mattila, Anna S.
- In:
Journal of service management
27
(
2016
)
3
,
pp. 339-359
Persistent link: https://www.econbiz.de/10011583559
Saved in:
8
Show you care : initiating co-creation in service recovery
Xu, Yingzi
;
Marshall, Roger
;
Edvardsson, Bo
;
Tronvoll, Bård
- In:
Journal of service management
25
(
2014
)
3
,
pp. 369-387
Persistent link: https://www.econbiz.de/10010384971
Saved in:
9
Measuring consumer perceptions of online shopping convenience
Jiang, Ling
;
Yang, Zhilin
;
Jun, Minjoon
- In:
Journal of service management
24
(
2013
)
2
,
pp. 191-214
Persistent link: https://www.econbiz.de/10009742798
Saved in:
10
Developing effective service compensation strategies : is a price reduction more effective than a free gift?
Huang, Wen Hsien
;
Lin, Tzu-da
- In:
Journal of service management
22
(
2011
)
2
,
pp. 202-216
Persistent link: https://www.econbiz.de/10009155028
Saved in:
1
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