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~person:"Chebat, Jean-Charles"
~person:"Grégoire, Yany"
~person:"Mattila, Anna S."
~subject:"Complaint management"
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Search: subject_exact:"Qualität von Dienstleistungen"
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Complaint management
Dienstleistungsqualität
58
Service quality
58
Customer satisfaction
36
Kundenzufriedenheit
36
Beschwerdemanagement
34
Consumer behaviour
30
Konsumentenverhalten
30
Beziehungsmarketing
24
Relationship marketing
24
Customer service
11
Kundenservice
11
Service failure
8
Service recovery
8
service recovery
8
Gastronomie
7
Restaurant industry
7
Emotion
4
Hotel industry
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Hotellerie
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service failure
4
E-commerce
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Electronic Commerce
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Gastgewerbe
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Gerechtigkeit
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Hospitality industry
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Internet marketing
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Justice
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Justice theory
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Kundenbindungsprogramm
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Loyalty program
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Online-Marketing
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Selbstbedienung
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Self-service
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USA
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United States
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Anthropomorphism
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Brand management
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34
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Chebat, Jean-Charles
Grégoire, Yany
Mattila, Anna S.
Jang, Soocheong
10
Van Vaerenbergh, Yves
9
McColl-Kennedy, Janet R.
8
Edvardsson, Bo
7
Guchait, Priyanko
7
Ro, Heejung
7
Tsarenko, Yelena
7
Balaji, M. S.
6
MacQuilken, Lisa
6
Svensson, Göran
6
Tronvoll, Bård
6
Baker, Thomas L.
5
Brady, Michael K.
5
Harun, Ahasan
5
Meyer, Tracy
5
Ozuem, Wilson
5
Patterson, Paul G.
5
Shin, Hyunju
5
Sparks, Beverley
5
Sreejesh, S.
5
Beatty, Sharon E.
4
Béal, Mathieu
4
Casidy, Riza
4
Crisafulli, Benedetta
4
Fan, Xiucheng
4
Gelbrich, Katja
4
Gerstner, Eitan
4
Halperin, Basil
4
Hanks, Lydia
4
Ho, Benjamin
4
Hogreve, Jens
4
Hsu, Cathy H. C.
4
Larivière, Bart
4
List, John A.
4
Matos, Celso Augusto de
4
Miao, Li
4
Muir, Ian
4
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Journal of business research : JBR
5
International journal of hospitality management
4
Journal of service research
4
Journal of the Academy of Marketing Science
3
Journal of hospitality marketing & management
2
Services marketing quarterly
2
International journal of contemporary hospitality management
1
International journal of quality and service sciences
1
International journal of retail & distribution management
1
Journal of business ethics : JOBE
1
Journal of global marketing
1
Journal of hospitality & tourism research : JHTR ; the professional journal of the Council on Hotel, Restaurant, and Institutional Education
1
Journal of interactive marketing
1
Journal of international consumer marketing
1
Journal of retailing
1
Journal of service management
1
Journal of service research : JSR
1
Marketing letters : a journal of research in marketing
1
Review of marketing science
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The journal of services marketing
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ECONIS (ZBW)
34
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1
The effects of service crises and recovery resources on market reactions : an event study analysis on data breach announcements
Rasoulian, Shahin
;
Grégoire, Yany
;
Legoux, Renaud
; …
- In:
Journal of service research
26
(
2023
)
1
,
pp. 44-63
Persistent link: https://www.econbiz.de/10014246193
Saved in:
2
Let's laugh about it! : using humor to address complainers’ online incivility
Béal, Mathieu
;
Grégoire, Yany
;
Carrillat, François A.
- In:
Journal of interactive marketing
58
(
2023
)
1
,
pp. 34-51
Persistent link: https://www.econbiz.de/10014228864
Saved in:
3
How do observers react to companies' humorous responses to online public complaints?
Béal, Mathieu
;
Grégoire, Yany
- In:
Journal of service research
25
(
2022
)
2
,
pp. 242-259
Persistent link: https://www.econbiz.de/10013268018
Saved in:
4
Is service recovery of equal importance for private vs public complainers?
Béal, Mathieu
;
Suri, Anshu
;
Nguyen, Nguyen
;
Grégoire, Yany
- In:
Journal of business research : JBR
153
(
2022
),
pp. 392-400
Persistent link: https://www.econbiz.de/10013534061
Saved in:
5
Service failure and recovery at the crossroads : recommendations to revitalize the field and its influence : editorial
Grégoire, Yany
;
Mattila, Anna S.
- In:
Journal of service research
24
(
2021
)
3
,
pp. 323-328
Persistent link: https://www.econbiz.de/10012592932
Saved in:
6
To err is human(-oid) : how do consumers react to robot service failure and recovery?
Choi, Sungwoo
;
Mattila, Anna S.
;
Bolton, Lisa E.
- In:
Journal of service research
24
(
2021
)
3
,
pp. 354-371
Persistent link: https://www.econbiz.de/10012592941
Saved in:
7
What recovery options to offer for loyalty reward program members : Dollars vs. Miles?
Hwang, Yoo Hee
;
Gao, Yixing
;
Mattila, Anna S.
- In:
International journal of hospitality management
87
(
2020
),
pp. 1-7
Persistent link: https://www.econbiz.de/10012241760
Saved in:
8
When does technology anthropomorphism help alleviate customer dissatisfaction after a service failure? : the moderating role of consumer technology self-efficacy and interdependent...
Fan, Alei
;
Wu, Luorong
;
Miao, Li
;
Mattila, Anna S.
- In:
Journal of hospitality marketing & management
29
(
2020
)
3
,
pp. 269-290
Persistent link: https://www.econbiz.de/10012256133
Saved in:
9
How culture moderates the effects of justice in service recovery
Chebat, Elise
;
Roth, Yefim
;
Chebat, Jean-Charles
- In:
Review of marketing science
18
(
2020
)
1
,
pp. 21-41
Persistent link: https://www.econbiz.de/10012298668
Saved in:
10
Discrete emotional responses and face-to-face complaining : the joint effect of service failure type and culture
Luo, Anqi
;
Mattila, Anna S.
- In:
International journal of hospitality management
90
(
2020
),
pp. 1-11
Persistent link: https://www.econbiz.de/10012300168
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