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~person:"Gelbrich, Katja"
~person:"Van Vaerenbergh, Yves"
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Search: subject_exact:"Consumer complaints"
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Beschwerdemanagement
27
Complaint management
27
Customer satisfaction
20
Kundenzufriedenheit
20
Beziehungsmarketing
14
Relationship marketing
14
Customer service
13
Dienstleistungsqualität
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Consumer behaviour
11
Konsumentenverhalten
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service failure
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service recovery
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Gelbrich, Katja
Van Vaerenbergh, Yves
Mattila, Anna S.
24
Stauss, Bernd
20
Roschk, Holger
17
Grégoire, Yany
16
Homburg, Christian
13
Fürst, Andreas
12
Jang, Soocheong
10
Gruber, Thorsten
9
Seidel, Wolfgang
9
Sparks, Beverley
9
Vázquez Casielles, Rodolfo
9
Guchait, Priyanko
8
MacQuilken, Lisa
8
McColl-Kennedy, Janet R.
8
Ro, Heejung
8
Robertson, Nichola
8
Tsarenko, Yelena
8
Brock, Christian
7
Edvardsson, Bo
7
Svensson, Göran
7
Tronvoll, Bård
7
Baker, Melissa A.
6
Balaji, M. S.
6
Brady, Michael K.
6
Cai, Ruiying
6
Chebat, Jean-Charles
6
Grewal, Dhruv
6
Gäthke, Jana
6
Hogreve, Jens
6
Matos, Celso Augusto de
6
Patterson, Paul G.
6
Tripp, Thomas M.
6
Walsh, Gianfranco
6
Wan, Lisa C.
6
Weber, Karin
6
Zaugg, Alexandra Daniela
6
Amegashie, J. Atsu
5
Baker, Thomas L.
5
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Ilmenauer Schriften zur Betriebswirtschaftslehre
6
Journal of service research : JSR
5
Journal of business research : JBR
2
Managing service quality : MSQ ; an international journal
2
Marketing letters : a journal of research in marketing
2
Academy of Management perspectives : AMP
1
Gabler Research
1
International journal of electronic commerce : IJEC
1
Journal of retailing and consumer services
1
Journal of service research
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Journal of the Academy of Marketing Science
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Psychology & marketing
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Working paper series / Universiteit Gent, Faculteit Economie en Bedrijfskunde
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ECONIS (ZBW)
27
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1
A cross-national service strategy to manage product returns : e-tailers' return policies and the legitimating role of the institutional environment
Gäthke, Jana
;
Gelbrich, Katja
;
Chen, Shan
- In:
Journal of service research
25
(
2022
)
3
,
pp. 402-421
Persistent link: https://www.econbiz.de/10013395973
Saved in:
2
How to boost frontline employee service recovery performance : the role of cultural intelligence
Costers, Annelies
;
Van Vaerenbergh, Yves
;
Van den …
- In:
Service business
13
(
2019
)
3
,
pp. 581-602
Persistent link: https://www.econbiz.de/10012124374
Saved in:
3
Identifying appropriate compensation types for service failures : a meta-analytic and experimental analysis
Roschk, Holger
;
Gelbrich, Katja
- In:
Journal of service research : JSR
17
(
2014
)
2
,
pp. 195-211
Persistent link: https://www.econbiz.de/10010356813
Saved in:
4
Customer participation in service recovery : a meta-analysis
Van Vaerenbergh, Yves
;
Hazée, Simon
;
Costers, Annelies
- In:
Marketing letters : a journal of research in marketing
29
(
2018
)
4
,
pp. 465-483
Persistent link: https://www.econbiz.de/10011964332
Saved in:
5
The effects of apologies for service failures in the global online retail
Sengupta, Sanchayan
;
Ray, Daniel
;
Trendel, Olivier
;
Van …
- In:
International journal of electronic commerce : IJEC
22
(
2018
)
3
,
pp. 419-445
Persistent link: https://www.econbiz.de/10011884544
Saved in:
6
Co-creating service recovery after service failure : the role of brand equity
Hazée, Simon
;
Van Vaerenbergh, Yves
;
Armirotto, Vincent
- In:
Journal of business research : JBR
74
(
2017
),
pp. 101-109
Persistent link: https://www.econbiz.de/10011675409
Saved in:
7
Rewarding customers who keep a product : how reinforcement affects customers' product return decision in online retailing
Gelbrich, Katja
;
Gäthke, Jana
;
Hübner, Alexander
- In:
Psychology & marketing
34
(
2017
)
9
,
pp. 853-867
Persistent link: https://www.econbiz.de/10011738111
Saved in:
8
Beschwerdemanagement als Instrument der Kundenorientierung : eine empirische Untersuchung zu den Implementierungsproblemen und Gestaltungsmöglichkeiten von Beschwerdemanagement in...
Bayraktar, Osman
-
2011
Im zunehmend intensiven Wettbewerb um Marktanteile bzw. Kunden spielt Beschwerdemanagement eine zentrale Rolle. Denn mit der Einführung und Umsetzung eines Beschwerdemanagementsystems können Kundenzufriedenheit wiederhergestellt und die Unternehmensprozesse anhand der Beschwerdeinformationen...
Persistent link: https://www.econbiz.de/10009682935
Saved in:
9
How a firm's best versus normal customers react to compensation after a service failure
Gelbrich, Katja
;
Gäthke, Jana
;
Grégoire, Yany
- In:
Journal of business research : JBR
69
(
2016
)
10
,
pp. 4331-4339
Persistent link: https://www.econbiz.de/10011554578
Saved in:
10
Service recovery : an integrative framework and research agenda
Van Vaerenbergh, Yves
;
Orsingher, Chiara
- In:
Academy of Management perspectives : AMP
30
(
2016
)
3
,
pp. 328-346
Persistent link: https://www.econbiz.de/10011585542
Saved in:
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