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~isPartOf:"Journal of service theory and practice : JSTP"
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Beschwerdemanagement
9
Complaint management
9
Dienstleistungsqualität
8
Service quality
8
Customer satisfaction
7
Kundenzufriedenheit
7
Service recovery
5
Consumer behaviour
4
Konsumentenverhalten
4
Beziehungsmarketing
3
Customer service
3
Kundenservice
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Service failure
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Dienstleistungssektor
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Online retailing
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Online-Handel
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Credence quality
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Customer defection
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Dienstleistungsmanagement
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E-retailing industry
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Emotion
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Error management
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Gerechtigkeit
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Andreassen, Tor Wallin
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Crisafulli, Benedetta
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Cunningham, Christopher J. L.
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Ellinger, Alexander E.
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Guchait, Priyanko
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Iglesias Argu͏̈elles, Víctor
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Lei, Puwei
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Lervik-Olsen, Line
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Li, Chia-Ying
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Liao, Ya-Wei
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Mathies, Christine
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Pasamehmetoglu, Aysin
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Varela-Neira, Conceptión
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Journal of service theory and practice : JSTP
Journal of business research : JBR
70
International journal of hospitality management
55
Journal of retailing and consumer services
43
The journal of services marketing
43
Journal of hospitality marketing & management
31
Journal of service research : JSR
31
The service industries journal
27
International journal of contemporary hospitality management
20
Journal of the Academy of Marketing Science
20
Service business
20
Psychology & marketing
16
European journal of marketing : EJM
15
Journal of retailing
15
Journal of service management
14
Managing service quality : MSQ ; an international journal
14
Journal of hospitality & tourism research : JHTR ; the professional journal of the Council on Hotel, Restaurant, and Institutional Education
13
Services marketing quarterly
13
Journal of air transport management
12
Journal of consumer behaviour : an international research review
12
Journal of marketing
12
Marketing letters : a journal of research in marketing
12
SpringerLink / Bücher
12
International journal of consumer studies
11
Journal of service research
11
Journal of marketing management : MM
10
International journal of quality and service sciences
9
Journal of service theory and practice
9
Asia Pacific journal of marketing and logistics
8
Business horizons
8
Erfolgreiches Beschwerdemanagement : Wege zu Prozessverbesserungen und Kundenzufriedenheit
8
Ilmenauer Schriften zur Betriebswirtschaftslehre
8
International journal of production economics
8
Journal of strategic marketing
8
Journal of travel and tourism marketing
8
Tourism management : research, policies, practice
8
Marketing intelligence & planning
7
Reihe: Wissenschaftliche Arbeitspapiere / W / Institut für Marktorientierte Unternehmensführung, Universität Mannheim
7
Total quality management & business excellence : an official journal of the European Society for Organisational Excellence
7
Cogent business & management
6
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ECONIS (ZBW)
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1
The moderating effect of supervisor and coworker support for error management on service recovery performance and helping behaviors
Pasamehmetoglu, Aysin
;
Guchait, Priyanko
;
Tracey, J. B.
; …
- In:
Journal of service theory and practice : JSTP
27
(
2017
)
1
,
pp. 2-22
Persistent link: https://www.econbiz.de/10011601103
Saved in:
2
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:
3
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:
4
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:
5
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:
6
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:
7
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:
8
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:
9
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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