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~isPartOf:"Services marketing quarterly"
~subject:"Complaint management"
~subject:"Telekommunikationssektor"
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Complaint management
Telekommunikationssektor
Beziehungsmarketing
90
Relationship marketing
90
Dienstleistungsqualität
50
Service quality
50
Consumer behaviour
48
Konsumentenverhalten
48
Customer satisfaction
42
Kundenzufriedenheit
42
USA
12
United States
12
loyalty
11
Lieferantenmanagement
10
Supplier relationship management
10
satisfaction
10
Beschwerdemanagement
9
Customer service
9
Kundenservice
9
customer satisfaction
9
Confidence
8
Customer integration
8
Dienstleistungsmarketing
8
Kundenintegration
8
Services marketing
8
Vertrauen
8
customer loyalty
8
Brand management
7
Dienstleistungssektor
7
Einzelhandel
7
Markenführung
7
Retail trade
7
Service industry
7
relationship marketing
7
Brand image
6
Markenimage
6
Dienstleistung
5
Services
5
Telecommunications industry
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Betriebliche Wertschöpfung
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English
14
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Mattila, Anna S.
2
Shin, Hyunju
2
Birch, Nancy J.
1
Blasco-López, Ma Francisca
1
Campos, Pimenta, Marco Tulio
1
Carter, Leanne
1
Casidy, Riza
1
Chang, Shu-yu
1
Clouse, Shawn F.
1
Culver, Jeffrey N.
1
D'Alessandro, Steven
1
Edward, Manoj
1
García-Madariaga, Jesús
1
George, Babu P.
1
Gray, David
1
Greene, Henry
1
Gulas, Charles S.
1
Johnson, Lester W.
1
Khantimirov, Denis
1
Kurnia, Pepey Riawati
1
Lappeman, James
1
Larsen, James E.
1
Mesquita, José Marcos Carvalho de
1
Meyer, Seth
1
Miguel, Diana
1
Pedreño-Santos, Ana
1
Qi, Qin
1
Rho, Taeseok
1
Ro, Heejung
1
Roswinanto, Widyarso
1
Sarkar, Sudipta Kiran
1
Shooshtari, Nader H.
1
Stan, Simona
1
Suh, Munshik
1
Tesfom, Goitom
1
Tran, Trang P.
1
Urdan, André Torres
1
Wang, Edward Shih-tse
1
Yunus, Erlinda Nusron
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Services marketing quarterly
Journal of business research : JBR
40
Journal of retailing and consumer services
32
International journal of hospitality management
25
The journal of services marketing
22
The service industries journal
15
Journal of hospitality marketing & management
13
International journal of contemporary hospitality management
11
Journal of service research : JSR
11
SpringerLink / Bücher
11
Service business
10
Journal of marketing
8
Journal of service research
8
Journal of strategic marketing
8
Journal of the Academy of Marketing Science
8
Marketing letters : a journal of research in marketing
8
Business horizons
6
International journal of production economics
6
Journal of retailing
6
Managing service quality : MSQ ; an international journal
6
Psychology & marketing
6
Total quality management & business excellence : an official journal of the European Society for Organisational Excellence
6
Tourism management : research, policies, practice
6
Cogent business & management
5
International journal of services and operations management
5
Journal of consumer marketing
5
Journal of hospitality & tourism research : JHTR ; the professional journal of the Council on Hotel, Restaurant, and Institutional Education
5
Journal of marketing management : MM
5
Journal of service management
5
Journal of travel and tourism marketing
5
Marketing intelligence & planning
5
Reihe: Wissenschaftliche Arbeitspapiere / W / Institut für Marktorientierte Unternehmensführung, Universität Mannheim
5
Working papers / Institut für Wirtschaftsinformatik der Universität Bern
5
Asia-Pacific journal of business administration
4
European journal of marketing : EJM
4
Gabler Edition Wissenschaft
4
International journal of business and economics
4
International journal of business information systems : IJBIS
4
International journal of consumer studies
4
International journal of quality and service sciences
4
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ECONIS (ZBW)
14
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1
The role of customer complaint management on switching intention and customer exit in fitness centers
Campos, Pimenta, Marco Tulio
;
Mesquita, José Marcos …
- In:
Services marketing quarterly
44
(
2023
)
1
,
pp. 51-72
Persistent link: https://www.econbiz.de/10013546191
Saved in:
2
Exploring online sentiment (OS) as a measure of customer experience (CX) for telecommunication services
Lappeman, James
;
Meyer, Seth
;
Miguel, Diana
- In:
Services marketing quarterly
43
(
2022
)
3
,
pp. 257-276
Persistent link: https://www.econbiz.de/10013352800
Saved in:
3
The role of termination fee commitment in developing customer value in the telecommunication industry : an empirical study
Pedreño-Santos, Ana
;
García-Madariaga, Jesús
; …
- In:
Services marketing quarterly
40
(
2019
)
4
,
pp. 316-330
Persistent link: https://www.econbiz.de/10012179191
Saved in:
4
Service recovery, justice perception, and forgiveness : the "other customers" perspectives
Shin, Hyunju
;
Casidy, Riza
;
Mattila, Anna S.
- In:
Services marketing quarterly
39
(
2018
)
1
,
pp. 1-21
Persistent link: https://www.econbiz.de/10011804112
Saved in:
5
Mobile phone service providers shift to no-contract plans : implications on customer retention
Tesfom, Goitom
;
Birch, Nancy J.
;
Culver, Jeffrey N.
- In:
Services marketing quarterly
39
(
2018
)
2
,
pp. 92-107
Persistent link: https://www.econbiz.de/10011859502
Saved in:
6
Scoring more after service failures : why do customers overclaim?
Khantimirov, Denis
- In:
Services marketing quarterly
39
(
2018
)
2
,
pp. 124-139
Persistent link: https://www.econbiz.de/10011859504
Saved in:
7
Receiving, recording, and responding to customer complaints : the effects of formalizing customer complaint handling policies in retail firms
Shooshtari, Nader H.
;
Stan, Simona
;
Clouse, Shawn F.
- In:
Services marketing quarterly
39
(
2018
)
3
,
pp. 225-239
Persistent link: https://www.econbiz.de/10011940195
Saved in:
8
Compensatory solution : can it save a company from a service failure?
Tran, Trang P.
;
Roswinanto, Widyarso
;
Yunus, Erlinda Nusron
- In:
Services marketing quarterly
37
(
2016
)
2
,
pp. 80-97
Persistent link: https://www.econbiz.de/10011486830
Saved in:
9
The "I love o hate them" relationships with cell phone service providers : the role of customer inertia and anger
Carter, Leanne
;
Gray, David
;
D'Alessandro, Steven
; …
- In:
Services marketing quarterly
37
(
2016
)
4
,
pp. 225-240
Persistent link: https://www.econbiz.de/10011628463
Saved in:
10
Silent voices : nonbehavioral reactions to service failures
Ro, Heejung
;
Mattila, Anna S.
- In:
Services marketing quarterly
36
(
2015
)
2
,
pp. 95-111
Persistent link: https://www.econbiz.de/10011290006
Saved in:
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