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~subject:"Service recovery"
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Service recovery
Beschwerdemanagement
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Complaint management
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Customer satisfaction
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Dienstleistungsqualität
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Kundenzufriedenheit
18
Service quality
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Service business
Journal of business research : JBR
20
Journal of retailing and consumer services
16
International journal of hospitality management
12
International journal of contemporary hospitality management
8
The journal of services marketing
8
Journal of service management
6
Marketing letters : a journal of research in marketing
6
Journal of service theory and practice : JSTP
5
Journal of the Academy of Marketing Science
5
Journal of air transport management
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International journal of quality and service sciences
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Journal of consumer marketing
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Managing service quality : MSQ ; an international journal
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Asia-Pacific journal of business administration
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Australasian marketing journal
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Business horizons
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European journal of marketing : EJM
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Journal of hospitality and tourism insights
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Journal of interactive marketing : a quarterly publication from the Direct Marketing Educational Foundation
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Marketing Letters
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Tourism management : research, policies, practice
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Tourism management perspectives : TMP
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African journal of economic and management studies : AJEMS
1
Applied Marketing Science / Angewandte Marketingforschung
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Asia Pacific journal of marketing and logistics
1
Central European business review : CEBR
1
Electronic markets : EM ; the international journal of electronic commerce and business media
1
European business review : EBR ; the official journal of the International Management Centres, Europe
1
Industrial marketing management : the international journal for industrial and high-tech firms
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International journal of bank marketing
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International journal of operations & production management : IJOPM ; the official journal of the European Operations Management Association, EUROMA
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International journal of production economics
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International marketing review
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International review on public and non-profit marketing
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Journal of Business Research
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Journal of financial services marketing
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1
Can robots recover a service using interactional justice as employees do? : a literature review-based assessment
Lajante, Mathieu
;
Remisch, David
;
Dorofeev, Nikita
- In:
Service business
17
(
2023
)
1
,
pp. 315-357
Persistent link: https://www.econbiz.de/10014282973
Saved in:
2
How to explain service failure? : impacts of justifications
Chen, WeiWei
;
Lee, Hsiao-Ching
- In:
Service business
12
(
2018
)
2
,
pp. 331-356
Persistent link: https://www.econbiz.de/10011915060
Saved in:
3
Perceived justice and post-recovery satisfaction in banking service failures : do commitment types matter?
Ozkan Tektas, Oznur
- In:
Service business
11
(
2017
)
4
,
pp. 851-870
Persistent link: https://www.econbiz.de/10011915015
Saved in:
4
The influence of the source and valence of word-of-mouth information on post-failure and post-recovery evaluations
Hess, Ronald L. <Jr.>
;
Ring, Lawrence
- In:
Service business
10
(
2016
)
2
,
pp. 319-343
Persistent link: https://www.econbiz.de/10011722315
Saved in:
5
Does the nature of the relationship really matter? : an analysis of the roles of loyalty and involvement in service recovery processes
Cambra-Fierro, Jesus
;
Melero-Polo, Iguácel
;
Sese, Javier
- In:
Service business
9
(
2015
)
2
,
pp. 297-320
Persistent link: https://www.econbiz.de/10011384271
Saved in:
6
The effects of emotional intelligence on service recovery and organizational loyalty : a case of flight attendants of South Korean airlines
Lee, Jung-hyun
;
Kim, Min-su
;
Jeon, Aeeun
- In:
Service business
7
(
2013
)
4
,
pp. 665-686
Persistent link: https://www.econbiz.de/10010201131
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