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~isPartOf:"Psychology & marketing"
~subject:"Complaint management"
~subject:"Retail trade"
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Complaint management
Retail trade
Customer satisfaction
78
Kundenzufriedenheit
78
Consumer behaviour
48
Konsumentenverhalten
48
Beziehungsmarketing
31
Relationship marketing
31
Dienstleistungsqualität
25
Service quality
25
Emotion
11
Viral marketing
10
Virales Marketing
10
Beschwerdemanagement
9
Brand
8
Brand image
8
Brand management
8
Customer service
8
Einzelhandel
8
Kundenservice
8
Markenartikel
8
Markenführung
8
Markenimage
8
Online retailing
8
Online-Handel
8
USA
8
United States
8
customer satisfaction
7
Confidence
5
Dienstleistungssektor
5
Service industry
5
Vertrauen
5
service failure
5
service recovery
5
Customer retention
4
E-commerce
4
Electronic Commerce
4
Kundenbindung
4
Satisfaction
4
South Korea
4
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Undetermined
6
Free
4
Type of publication
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Article
16
Book / Working Paper
1
Type of publication (narrower categories)
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Article in journal
17
Aufsatz in Zeitschrift
17
Collection of articles of several authors
1
Sammelwerk
1
Language
All
English
17
Author
All
Darley, William K.
2
Ali, Sara
1
Arnold, Mark J.
1
Ashraf, Rohail
1
Bachrach, Daniel G.
1
Baker, Thomas L.
1
Ball, Joan P.
1
Butori, Raphae͏̈lle
1
Corfman, Kim P.
1
Cusin, Julien
1
Flacandji, Michaël
1
Gabler, Colin B.
1
Hassan, Louise
1
Hill, Sally Rao
1
Jaramillo, Susana
1
Johnson, Samuel
1
Jones, Michael A.
1
Keh, Hean Tat
1
Lamberton, Cait
1
Lee-Wingate, Sooyeon Nikki
1
Li, Xuan
1
Lindsey-Hall, Kristina K.
1
Lteif, Lama
1
Lunardo, Renaud
1
MacQuilken, Lisa
1
Martín, Ana Maria Díaz
1
Mir, Mahmood
1
Mishra, Manit
1
Nawaz, Raheel
1
Park, Jihye
1
Ren, Run
1
Reynolds, Kristy E.
1
Ringer, Allison
1
Robertson, Nichola
1
Rotman, Jeffrey
1
Rubin, Dan
1
Schaarschmidt, Mario
1
Shiu, Edward
1
Strizhakova, Yuliya
1
Syed, Tahir Abbas
1
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Published in...
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Psychology & marketing
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
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 service theory and practice : JSTP
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)
17
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17
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1
Mapping the service recovery research landscape : a bibliometric-based systematic review
Mir, Mahmood
;
Ashraf, Rohail
;
Syed, Tahir Abbas
;
Ali, Sara
- In:
Psychology & marketing
40
(
2023
)
10
,
pp. 2060-2087
Persistent link: https://www.econbiz.de/10014338470
Saved in:
2
When and why signaling frontline employee inexperience can prove to be an asset : effects on consumer forgiveness for service failure
Flacandji, Michaël
;
Cusin, Julien
;
Lunardo, Renaud
- In:
Psychology & marketing
40
(
2023
)
12
,
pp. 2728-2742
Persistent link: https://www.econbiz.de/10014432547
Saved in:
3
The customer is often wrong : investigating the influence of customer failures and apologies on frontline service employee well-being
Robertson, Nichola
;
Rotman, Jeffrey
;
MacQuilken, Lisa
; …
- In:
Psychology & marketing
40
(
2023
)
4
,
pp. 825-844
Persistent link: https://www.econbiz.de/10014290864
Saved in:
4
Digital presence in service recovery : the interactive effect of customer salutations and employee photographs in email signatures
Walsh, Gianfranco
;
Shiu, Edward
;
Schaarschmidt, Mario
; …
- In:
Psychology & marketing
39
(
2022
)
12
,
pp. 2361-2383
Persistent link: https://www.econbiz.de/10013465198
Saved in:
5
There's not much to tell : the impact of emotional resilience on negative word-of-mouth following service failure
Lteif, Lama
;
Rubin, Dan
;
Ball, Joan P.
;
Lamberton, Cait
- In:
Psychology & marketing
40
(
2023
)
9
,
pp. 1808-1820
Persistent link: https://www.econbiz.de/10014338326
Saved in:
6
An examination of frontline employee-customer incidental similarities in service failure and recovery contexts
Lindsey-Hall, Kristina K.
;
Jaramillo, Susana
;
Baker, …
- In:
Psychology & marketing
40
(
2023
)
6
,
pp. 1047-1060
Persistent link: https://www.econbiz.de/10014291713
Saved in:
7
The influence of frontline employee self-disclosure about products in a retail store on customer trust in the retailer in the context of service encounters
Park, Jihye
;
Yi, Youjae
- In:
Psychology & marketing
40
(
2023
)
7
,
pp. 1417-1430
Persistent link: https://www.econbiz.de/10014291940
Saved in:
8
Consumer cynicism in service failures
Tran, Hai-Anh
;
Strizhakova, Yuliya
;
Usrey, Bryan
; …
- In:
Psychology & marketing
39
(
2022
)
2
,
pp. 346-359
Persistent link: https://www.econbiz.de/10012796107
Saved in:
9
For Indian online shoppers, have saying and doing parted ways?
Mishra, Manit
- In:
Psychology & marketing
35
(
2018
)
1
,
pp. 5-19
Persistent link: https://www.econbiz.de/10011970166
Saved in:
10
Employee mere presence and its impact on
customer
satisfaction
Söderlund, Magnus
- In:
Psychology & marketing
33
(
2016
)
6
,
pp. 449-464
Persistent link: https://www.econbiz.de/10011491951
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