//--> //--> //-->
Toggle navigation
Logout
Change account settings
EN
DE
ES
FR
A-Z
Beta
About EconBiz
News
Thesaurus (STW)
Research Skills
Help
EN
DE
ES
FR
My account
Logout
Change account settings
Login
Publications
Events
Your search terms
Search
Retain my current filters
~isPartOf:"Journal of service theory and practice : JSTP"
~subject:"Beschwerdemanagement"
~subject:"United Kingdom"
Search options
All Fields
Title
Exact title
Subject
Author
Institution
ISBN/ISSN
Published in...
Publisher
Open Access only
Advanced
Search history
My EconBiz
Favorites
Loans
Reservations
Fines
You are here:
Home
Search: subject_exact:"Mystery shopping"
Narrow search
Delete all filters
| 3 applied filters
Year of publication
From:
To:
Subject
All
Beschwerdemanagement
United Kingdom
Dienstleistungsqualität
42
Service quality
42
Customer satisfaction
25
Kundenzufriedenheit
25
Consumer behaviour
17
Konsumentenverhalten
17
Beziehungsmarketing
16
Relationship marketing
16
Dienstleistungssektor
10
Service industry
10
Customer service
9
Kundenservice
9
Complaint management
8
Emotion
6
Service recovery
5
Services
5
Arbeitszufriedenheit
4
Customer integration
4
Customer value
4
Dienstleistung
4
Dienstleistungsmanagement
4
Job satisfaction
4
Kundenintegration
4
Kundenwert
4
Service management
4
Arbeitsverhalten
3
Betriebliche Wertschöpfung
3
Customer experience
3
Performance
3
Quality management
3
Qualitätsmanagement
3
Satisfaction
3
Service failure
3
Service orientation
3
Value creation
3
Work behaviour
3
Critical incident technique
2
Cross-cultural management
2
Customer defection
2
more ...
less ...
Online availability
All
Undetermined
4
Type of publication
All
Article
8
Type of publication (narrower categories)
All
Article in journal
8
Aufsatz in Zeitschrift
8
Language
All
English
8
Author
All
Andreassen, Tor Wallin
1
Chang, Chia-Jung
1
Cheng, Yin-Hui
1
Chiew, Tung Moi
1
Chuang, Shih-Chieh
1
Crisafulli, Benedetta
1
Dai, Xujing
1
Ellinger, Alexander E.
1
He, Zhen
1
Iglesias Argu͏̈elles, Víctor
1
Kleinaltenkamp, Michael
1
Lervik-Olsen, Line
1
Li, Chia-Ying
1
Liao, Ya-Wei
1
Mathies, Christine
1
Mothersbaugh, David L.
1
Reynolds, Kristy E.
1
Shin, Hyunju
1
Singh, Jaywant
1
Streukens, Sandra
1
Varela-Neira, Conceptión
1
Vázquez Casielles, Rodolfo
1
Zhang, Min
1
more ...
less ...
Published in...
All
Journal of service theory and practice : JSTP
Journal of business research : JBR
49
International journal of hospitality management
45
Journal of retailing and consumer services
37
The journal of services marketing
32
The service industries journal
26
Journal of hospitality marketing & management
25
Journal of service research : JSR
20
International journal of contemporary hospitality management
19
CHE research paper
18
Service business
18
Journal of the Academy of Marketing Science
15
Services marketing quarterly
15
Discussion paper series / IZA
10
Journal of hospitality & tourism research : JHTR ; the professional journal of the Council on Hotel, Restaurant, and Institutional Education
10
Journal of marketing management : MM
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
Discussion paper / Centre for Economic Policy Research
9
European journal of marketing : EJM
9
International journal of quality and service sciences
9
Journal of air transport management
9
Journal of service management
9
IZA Discussion Paper
8
Journal of service theory and practice
8
Journal of strategic marketing
8
Journal of travel and tourism marketing
8
Journal of health organization and management
7
The economic journal : the journal of the Royal Economic Society
7
Total quality management & business excellence : an official journal of the European Society for Organisational Excellence
7
Asia Pacific journal of marketing and logistics
6
Discussion paper
6
Health care management review : HCM review
6
International journal of operations & production management : IJOPM ; the official journal of the European Operations Management Association, EUROMA
6
Tourism management : research, policies, practice
6
Working papers / Centre for Market and Public Organisation
6
International journal of business and economics
5
International journal of services and operations management
5
more ...
less ...
Source
All
ECONIS (ZBW)
8
Showing
1
-
8
of
8
Sort
Relevance
Date (newest first)
Date (oldest first)
1
Employing proactive interaction for service failure prevention to improve customer service experiences
Shin, Hyunju
;
Ellinger, Alexander E.
;
Mothersbaugh, David L.
- In:
Journal of service theory and practice : JSTP
27
(
2017
)
1
,
pp. 164-186
Persistent link: https://www.econbiz.de/10011602742
Saved in:
2
What drives the intention to complain?
Lervik-Olsen, Line
;
Andreassen, Tor Wallin
;
Streukens, …
- In:
Journal of service theory and practice : JSTP
26
(
2016
)
4
,
pp. 406-429
Persistent link: https://www.econbiz.de/10011588794
Saved in:
3
The antecedents and consequences of humour for service : a review and directions for research
Mathies, Christine
;
Chiew, Tung Moi
;
Kleinaltenkamp, Michael
- In:
Journal of service theory and practice : JSTP
26
(
2016
)
2
,
pp. 137-162
Persistent link: https://www.econbiz.de/10011515343
Saved in:
4
Managing online service recovery : procedures, justice and customer satisfaction
Singh, Jaywant
;
Crisafulli, Benedetta
- In:
Journal of service theory and practice : JSTP
26
(
2016
)
6
,
pp. 764-787
Persistent link: https://www.econbiz.de/10011599230
Saved in:
5
Why didn't it work out? : the effects of attributions on the efficacy of recovery strategies
Iglesias Argu͏̈elles, Víctor
;
Varela-Neira, Conceptión
- In:
Journal of service theory and practice : JSTP
25
(
2015
)
6
,
pp. 700-724
Persistent link: https://www.econbiz.de/10011392207
Saved in:
6
Guilt no longer a sin : the effect of guilt in the service recovery paradox
Cheng, Yin-Hui
;
Chang, Chia-Jung
;
Chuang, Shih-Chieh
; …
- In:
Journal of service theory and practice : JSTP
25
(
2015
)
6
,
pp. 836-853
Persistent link: https://www.econbiz.de/10011392444
Saved in:
7
An empirical investigation of service recovery in e-retailing : an operations management perspective
Zhang, Min
;
Dai, Xujing
;
He, Zhen
- In:
Journal of service theory and practice : JSTP
25
(
2015
)
3
,
pp. 348-367
Persistent link: https://www.econbiz.de/10011305994
Saved in:
8
Switching barriers and customer retention : why customers dissatisfied with online service recovery remain loyal
Li, Chia-Ying
- In:
Journal of service theory and practice : JSTP
25
(
2015
)
4
,
pp. 370-393
Persistent link: https://www.econbiz.de/10011400714
Saved in:
Results per page
10
25
50
100
250
A service of the
zbw
×
Loading...
//-->