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~isPartOf:"Journal of service management"
~subject:"Complaint management"
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Search: subject:"Customer satisfaction"
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Complaint management
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 retailing
4
Online-Handel
4
Arbeitskräfte
3
Arbeitsverhalten
3
Betriebliche Wertschöpfung
3
Confidence
3
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English
10
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Huang, Wen Hsien
2
Aslan, Marjan
1
Bloemer, Johanna M.
1
Bradley, Graham L.
1
Edvardsson, Bo
1
Han, Rachel
1
Hillebrand, Bas
1
Iglesias, Víctor
1
Joosten, Herm
1
Kandampully, Jay
1
Keating, Byron W.
1
Lin, Tzu-da
1
Marshall, Roger
1
Mattila, Anna S.
1
Proença, João F.
1
Soares, Raquel Reis
1
Sparks, Beverley A.
1
Tronvoll, Bård
1
Varela Neira, Concepción
1
Vázquez Casielles, Rodolfo
1
Walle, Steven van de
1
Weber, Karin
1
Wu, Luorong
1
Xu, Yingzi
1
Zhang, Ting Ting
1
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Journal of service management
Journal of business research : JBR
45
International journal of hospitality management
33
Journal of retailing and consumer services
33
The journal of services marketing
27
Journal of hospitality marketing & management
20
Service business
18
Journal of service research : JSR
15
International journal of contemporary hospitality management
14
The service industries journal
14
Journal of the Academy of Marketing Science
11
European journal of marketing : EJM
10
Marketing letters : a journal of research in marketing
10
Psychology & marketing
9
Journal of air transport management
8
Journal of service theory and practice
8
Services marketing quarterly
8
International journal of quality and service sciences
7
Journal of hospitality & tourism research : JHTR ; the professional journal of the Council on Hotel, Restaurant, and Institutional Education
7
Journal of retailing
7
Journal of service theory and practice : JSTP
7
Managing service quality : MSQ ; an international journal
7
Asia Pacific journal of marketing and logistics
6
Ilmenauer Schriften zur Betriebswirtschaftslehre
6
Journal of marketing
6
Journal of strategic marketing
6
Business horizons
5
Cogent business & management
5
Journal of consumer behaviour : an international research review
5
Journal of service research
5
Australasian marketing journal
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
International journal of services, economics and management
4
Journal of consumer marketing
4
Journal of travel and tourism marketing
4
SpringerLink / Bücher
4
Total quality management & business excellence
4
Total quality management & business excellence : an official journal of the European Society for Organisational Excellence
4
Tourism management : research, policies, practice
4
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ECONIS (ZBW)
10
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1
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:
2
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:
3
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:
4
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:
5
Perceived prevalence and personal impact of negative online reviews
Bradley, Graham L.
;
Sparks, Beverley A.
;
Weber, Karin
- In:
Journal of service management
27
(
2016
)
4
,
pp. 507-533
Persistent link: https://www.econbiz.de/10011563656
Saved in:
6
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:
7
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:
8
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:
9
Lack of preferential treatment : effects on dissatisfaction after a service failure
Varela Neira, Concepción
;
Vázquez Casielles, Rodolfo
; …
- In:
Journal of service management
21
(
2010
)
1
,
pp. 45-68
Persistent link: https://www.econbiz.de/10003964392
Saved in:
10
Other-customer failure : effects of perceived employee effort and compensation on complainer and non-complainer service evaluations
Huang, Wen Hsien
- In:
Journal of service management
21
(
2010
)
2
,
pp. 191-211
Persistent link: https://www.econbiz.de/10003987098
Saved in:
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