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~isPartOf:"Journal of service research : JSR"
~subject:"service recovery"
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Search: subject_exact:"Dienstleistungsqualität"
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service recovery
Dienstleistungsqualität
103
Service quality
103
Customer satisfaction
52
Kundenzufriedenheit
52
Beziehungsmarketing
47
Consumer behaviour
47
Konsumentenverhalten
47
Relationship marketing
47
Beschwerdemanagement
19
Complaint management
19
Dienstleistungssektor
19
Service industry
19
Dienstleistung
18
Services
18
Customer service
16
Kundenservice
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service failure
9
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Dienstleistungsmarketing
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Services marketing
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United States
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Customer value
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customer satisfaction
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Online retailing
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Online-Handel
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Preismanagement
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satisfaction
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Bearden, William O.
1
Brady, Michael K.
1
Capella, Michael L.
1
Dong, Beibei
1
Evans, Kenneth R.
1
Fang, Zheng
1
Gelbrich, Katja
1
Gentlemen, Gramercy
1
Gruen, Thomas W.
1
Grégoire, Yany
1
Guo, Lin
1
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1
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1
Hill, Ronald Paul
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Jiang, Minghua
1
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1
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1
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1
Luo, Xueming
1
Mostafa, Rania B.
1
Orsingher, Chiara
1
Pugh, Harrison B.
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Sivakumar, K.
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Tang, Chuanyi
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Thwaites, Des
1
Van Vaerenbergh, Yves
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Journal of service research : JSR
Journal of hospitality marketing & management
7
Journal of service research
5
Psychology & marketing
5
The service industries journal
5
Journal of hospitality & tourism research : JHTR ; the professional journal of the Council on Hotel, Restaurant, and Institutional Education
4
International journal of services, economics and management
3
Journal of strategic marketing
3
Journal of travel and tourism marketing
3
Services marketing quarterly
3
Total quality management & business excellence
3
International journal of business information systems : IJBIS
2
International journal of services and operations management
2
Journal of Asia Pacific business
2
Journal of relationship marketing : innovations & enhancements for customer service, relations & satisfaction
2
Total quality management & business excellence : an official journal of the European Society for Organisational Excellence
2
Accounting perspectives : a journal of The Canadian Academic Accounting Association
1
Administrative Sciences : open access journal
1
Australasian marketing journal : AMJ ; official journal of the Australia-New Zealand Marketing Academy (ANZMAC)
1
Cogent business & management
1
Cornell hospitality quarterly : CQ
1
International journal of business communication : IJBC ; a publication of the Association of Business Communication
1
International journal of business excellence : IJBEX
1
International journal of consumer studies
1
International journal of economics and business research
1
International journal of electronic commerce : IJEC
1
International journal of electronic customer relationship management : IJECRM
1
International journal of electronic marketing and retailing : IJEMR
1
International journal of financial services management : IJFSM
1
International journal of hospitality management
1
International journal of process management and benchmarking : IJPMB
1
International journal of services and standards
1
International journal of shipping and transport logistics : IJSTL
1
International journal of technology marketing : IJTMkt
1
Journal for global business advancement : JGBA
1
Journal of Contemporary Issues in Business and Government
1
Journal of business ethics : JOBE
1
Journal of global marketing
1
Journal of interactive marketing
1
Journal of international consumer marketing
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1
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:
2
A customer scorned : effects of employee reprimands in frontline service encounters
Pugh, Harrison B.
;
Brady, Michael K.
;
Hopkins, Lucas M.
- In:
Journal of service research : JSR
21
(
2018
)
2
,
pp. 219-234
Persistent link: https://www.econbiz.de/10011855801
Saved in:
3
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:
4
Antiservice as guiding maxim : tough lessons from a maximum security prison
Hill, Ronald Paul
;
Capella, Michael L.
;
Rapp, Justine M.
; …
- In:
Journal of service research : JSR
19
(
2016
)
1
,
pp. 57-71
Persistent link: https://www.econbiz.de/10011433173
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
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:
7
Corporate image : a service recovery perspective
Mostafa, Rania B.
;
Lages, Cristiana R.
;
Shabbir, Haseeb A.
- In:
Journal of service research : JSR
18
(
2015
)
4
,
pp. 468-483
Persistent link: https://www.econbiz.de/10011392283
Saved in:
8
How much compensation should a firm offer for a flawed service? : an examination of the nonlinear effects of compensation on satisfaction
Gelbrich, Katja
;
Gäthke, Jana
;
Grégoire, Yany
- In:
Journal of service research : JSR
18
(
2015
)
1
,
pp. 107-123
Persistent link: https://www.econbiz.de/10010483434
Saved in:
9
A meta-analysis of relationships linking service failure attributions to customer outcomes
Van Vaerenbergh, Yves
;
Orsingher, Chiara
;
Vermeir, Iris
; …
- In:
Journal of service research : JSR
17
(
2014
)
4
,
pp. 381-398
Persistent link: https://www.econbiz.de/10010432171
Saved in:
10
Quantifying the dynamic effects of service recovery on customer satisfaction : evidence from Chinese mobile phone markets
Fang, Zheng
;
Luo, Xueming
;
Jiang, Minghua
- In:
Journal of service research : JSR
16
(
2013
)
3
,
pp. 341-355
Persistent link: https://www.econbiz.de/10009782132
Saved in:
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