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~isPartOf:"Journal of service theory and practice : JSTP"
~subject:"Complaint management"
~subject:"Retail trade"
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Search: subject:"Customer satisfaction"
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Complaint management
Retail trade
Customer satisfaction
33
Kundenzufriedenheit
33
Dienstleistungsqualität
25
Service quality
25
Consumer behaviour
19
Konsumentenverhalten
19
Beziehungsmarketing
18
Relationship marketing
18
Customer service
9
Kundenservice
9
Emotion
8
Beschwerdemanagement
7
Dienstleistungssektor
5
Service industry
5
Service recovery
5
Customer loyalty
4
Arbeitszufriedenheit
3
Customer delight
3
Customer experience
3
Customer integration
3
Dienstleistungsmanagement
3
Job satisfaction
3
Kundenintegration
3
Satisfaction
3
Service failure
3
Service management
3
Arbeitsverhalten
2
Co-creation
2
Customer defection
2
Customer engagement
2
Experiment
2
Gerechtigkeit
2
Justice
2
Online retailing
2
Online-Handel
2
Perceived value
2
Perception
2
Quality management
2
Qualitätsmanagement
2
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Article
7
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Article in journal
7
Aufsatz in Zeitschrift
7
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English
7
Author
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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
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
Varela-Neira, Conceptión
1
Vázquez Casielles, Rodolfo
1
Zhang, Min
1
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Published in...
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Journal of service theory and practice : JSTP
Journal of retailing and consumer services
115
Journal of business research : JBR
60
The journal of services marketing
39
International journal of hospitality management
34
Service business
26
Journal of hospitality marketing & management
21
Journal of retailing
21
The service industries journal
20
Journal of service research : JSR
19
Journal of service management
18
Psychology & marketing
17
The international review of retail, distribution and consumer research
17
International journal of retail & distribution management
16
International journal of retail and distribution management
15
International journal of contemporary hospitality management
14
Journal of strategic marketing
14
Journal of the Academy of Marketing Science
14
European journal of marketing : EJM
12
Marketing letters : a journal of research in marketing
12
International journal of electronic marketing and retailing : IJEMR
11
Cogent business & management
10
International journal of quality and service sciences
10
Journal of service theory and practice
10
Managing service quality : MSQ ; an international journal
10
Journal of marketing management : MM
9
Services marketing quarterly
9
Journal of air transport management
8
Journal of hospitality & tourism research : JHTR ; the professional journal of the Council on Hotel, Restaurant, and Institutional Education
8
Marketing intelligence & planning
8
Total quality management & business excellence : an official journal of the European Society for Organisational Excellence
8
Asia Pacific journal of marketing and logistics
7
Australasian marketing journal
7
Business horizons
7
Ilmenauer Schriften zur Betriebswirtschaftslehre
7
International journal of Indian culture and business management
7
Journal of travel and tourism marketing
7
SpringerLink / Bücher
7
International journal of consumer studies
6
International journal of operations & production management : IJOPM ; the official journal of the European Operations Management Association, EUROMA
6
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ECONIS (ZBW)
7
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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
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:
3
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:
4
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:
5
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:
6
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:
7
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:
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