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~isPartOf:"The journal of services marketing"
~subject:"Beschwerdemanagement"
~subject:"United States"
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Search: subject_exact:"Testkäufer"
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Beschwerdemanagement
United States
Dienstleistungsqualität
209
Service quality
209
Customer satisfaction
129
Kundenzufriedenheit
129
Consumer behaviour
106
Konsumentenverhalten
106
Beziehungsmarketing
96
Relationship marketing
96
Customer service
54
Kundenservice
54
Dienstleistungssektor
41
Service industry
41
Complaint management
30
Services
27
Dienstleistung
25
Customer experience
21
Einzelhandel
17
Retail trade
17
Service encounter
14
Emotion
13
Satisfaction
13
Selbstbedienung
12
Self-service
12
Servicescape
11
USA
11
Arbeitszufriedenheit
10
Customer integration
10
Job satisfaction
10
Kundenintegration
10
Service recovery
10
Dienstleistungsmarketing
9
Lieferantenmanagement
9
Loyalty
9
Mobile communications
9
Mobilkommunikation
9
Service delivery
9
Services marketing
9
Supplier relationship management
9
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12
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Article
38
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38
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38
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English
38
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Jang, Soocheong
2
Matos, Celso Augusto de
2
Abney, Alexandra K.
1
Alexandrov, Aliosha
1
Allred, Chad R.
1
Ashill, Nicholas J.
1
Baker, Thomas
1
Bambauer-Sachse, Silke
1
Barone, Ada Maria
1
Beatty, Sharon E.
1
Bejou, David
1
Bone, Paula Fitzgerald
1
Bradley, Graham
1
Brady, Michael K.
1
Breazeale, Michael
1
Carruthers, Janet
1
Cesmeci, Caner
1
Chelminski, Piotr
1
Choi, Beom Joon
1
Chou, En-Yi
1
Collier, Joel E.
1
Cook, Laurel Aynne
1
Coulter, Robin A.
1
Cowart, Kelly O.
1
Donato, Carmela
1
Durvasula, Srinivas
1
Edvardsson, Bo
1
Fan, Alei
1
Ford, Toni-Rochelle S.
1
Ha, Jooyeon
1
Heinrich, Frauke
1
Henrique, Jorge Luiz
1
Hoffman, K. Douglas
1
Holloway, Betsy Bugg
1
Horky, Alisha Blakeney
1
Hur, Jungyun
1
Jang, Sharon
1
Kapitan, Sommer
1
Kelley, Scott W.
1
La, Suna
1
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The journal of services marketing
Working paper / National Bureau of Economic Research, Inc.
111
International journal of hospitality management
64
Journal of business research : JBR
53
Journal of retailing and consumer services
47
Health care management review : HCM review
28
Journal of hospitality marketing & management
28
Journal of service research : JSR
25
International journal of contemporary hospitality management
23
Service business
22
The service industries journal
21
Quality management journal : QMJ
19
Journal of air transport management
18
Journal of hospitality & tourism research : JHTR ; the professional journal of the Council on Hotel, Restaurant, and Institutional Education
18
Managing service quality : MSQ ; an international journal
18
Services marketing quarterly
17
Journal of the Academy of Marketing Science
15
NBER working paper series
15
Auditing : a journal of practice & theory
14
Inquiry : a journal of health care organization, provision and financing
14
International journal of health care finance and economics
14
Economics of education review
12
Psychology & marketing
12
Contemporary accounting research : a journal of the Canadian Academic Accounting Association
11
European journal of marketing : EJM
11
Journal of health economics
11
Journal of human resources : JHR
11
The review of economics and statistics
11
Health affairs : at the intersection of health, health care, and policy
10
International journal of quality and service sciences
10
Journal of policy analysis and management : the journal of the Association for Public Policy Analysis and Management
10
Journal of service management
10
Journal of service research
10
Marketing letters : a journal of research in marketing
10
The American economic review
10
American economic journal : a journal of the American Economic Association
9
Business horizons
9
Discussion paper series / IZA
9
Health care financing review
9
Industrial marketing management : the international journal for industrial and high-tech firms
9
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ECONIS (ZBW)
38
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1
Service mega-disruptions : a conceptual model and research agenda
Vredenburg, Jessica
;
Kapitan, Sommer
;
Jang, Sharon
- In:
The journal of services marketing
38
(
2024
)
1
,
pp. 131-144
Persistent link: https://www.econbiz.de/10014473598
Saved in:
2
Call it robot : anthropomorphic framing and failure of self-service technologies
Barone, Ada Maria
;
Stagno, Emanuela
;
Donato, Carmela
- In:
The journal of services marketing
38
(
2024
)
3
,
pp. 272-287
Persistent link: https://www.econbiz.de/10014515617
Saved in:
3
Keep fighting or give up? : an investigation of consumer regret over repetitive failures in weight loss services
Liu, Yi-Fen
;
Ling, I-Ling
- In:
The journal of services marketing
36
(
2022
)
1
,
pp. 29-43
Persistent link: https://www.econbiz.de/10012798380
Saved in:
4
Consumer effort in service encounters : the overlooked impact of surface acting
Cook, Laurel Aynne
;
Bone, Paula Fitzgerald
;
Sadeghein, Raika
- In:
The journal of services marketing
36
(
2022
)
2
,
pp. 297-309
Persistent link: https://www.econbiz.de/10013407489
Saved in:
5
Customer responses to service failures on social media
Varnali, Kaan
;
Cesmeci, Caner
- In:
The journal of services marketing
36
(
2022
)
5
,
pp. 691-709
Persistent link: https://www.econbiz.de/10013407589
Saved in:
6
Investigating the role of customer forgiveness following a double deviation
Lin, Cheng-Yu
;
Chou, En-Yi
- In:
The journal of services marketing
36
(
2022
)
8
,
pp. 1042-1057
Persistent link: https://www.econbiz.de/10013410768
Saved in:
7
#IHateYourBrand: adaptive service recovery strategies on Twitter
Abney, Alexandra K.
;
Pelletier, Mark J.
;
Ford, …
- In:
The journal of services marketing
31
(
2017
)
3
,
pp. 281-294
Persistent link: https://www.econbiz.de/10011741259
Saved in:
8
Giving back the "self" in self service : customer preferences in self-service failure recovery
Collier, Joel E.
;
Breazeale, Michael
;
White, Allyn
- In:
The journal of services marketing
31
(
2017
)
6
,
pp. 604-617
Persistent link: https://www.econbiz.de/10011801633
Saved in:
9
Retrospective: service failure and loyalty : an exploratory empirical study of airline customers
Palmer, Adrian
;
Bejou, David
- In:
The journal of services marketing
30
(
2016
)
5
,
pp. 480-484
Persistent link: https://www.econbiz.de/10011615517
Saved in:
10
Does anthropomorphism influence customers' switching intentions in the self-service technology failure context?
Fan, Alei
;
Wu, Luorong
;
Mattila, Anna S.
- In:
The journal of services marketing
30
(
2016
)
7
,
pp. 713-723
Persistent link: https://www.econbiz.de/10011590916
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