//--> //--> //-->
Toggle navigation
Logout
Change account settings
EN
DE
ES
FR
A-Z
Beta
About EconBiz
News
Thesaurus (STW)
Research Skills
Help
EN
DE
ES
FR
My account
Logout
Change account settings
Login
Publications
Events
Your search terms
Search
Retain my current filters
~person:"Robertson, Nichola"
~person:"Tsarenko, Yelena"
~subject:"Arbeitszufriedenheit"
~subject:"Beziehungsmarketing"
~subject:"Garantie"
Search options
All Fields
Title
Exact title
Subject
Author
Institution
ISBN/ISSN
Published in...
Publisher
Open Access only
Advanced
Search history
My EconBiz
Favorites
Loans
Reservations
Fines
You are here:
Home
Search: subject_exact:"Complaint management"
Narrow search
Delete all filters
| 5 applied filters
Year of publication
From:
To:
Subject
All
Arbeitszufriedenheit
Beziehungsmarketing
Garantie
Beschwerdemanagement
16
Complaint management
16
Consumer behaviour
11
Dienstleistungsqualität
11
Konsumentenverhalten
11
Service quality
11
Customer satisfaction
7
Kundenzufriedenheit
7
Customer service
6
Kundenservice
6
Australia
4
Australien
4
Relationship marketing
4
Coping strategy
3
Coping-Strategie
3
Gastronomie
3
Intelligence
3
Intelligenz
3
Restaurant industry
3
Selbstbedienung
3
Self-service
3
well-being
2
Competence
1
Competitive advantage
1
Customer integration
1
Customer-to-customer interaction
1
Dienstleistungsberufe
1
Dienstleistungssektor
1
Emotion
1
Ethics
1
Ethik
1
Fine-dining restaurant
1
Firm-to-customer interaction
1
Frontline health professionals
1
Gerechtigkeit
1
Gesundheitsberufe
1
Health personnel
1
more ...
less ...
Online availability
All
Undetermined
3
Free
1
Type of publication
All
Article
5
Type of publication (narrower categories)
All
Article in journal
5
Aufsatz in Zeitschrift
5
Language
All
English
5
Author
All
Robertson, Nichola
Tsarenko, Yelena
Stauss, Bernd
13
Mattila, Anna S.
12
Grégoire, Yany
9
Van Vaerenbergh, Yves
8
Roschk, Holger
7
Brock, Christian
6
Cai, Ruiying
6
Fürst, Andreas
6
Gelbrich, Katja
6
Homburg, Christian
6
Balaji, M. S.
5
Evanschitzky, Heiner
5
Günter, Bernd
5
Hogreve, Jens
5
Seidel, Wolfgang
5
Vázquez Casielles, Rodolfo
5
Baker, Melissa A.
4
Blut, Markus
4
Ding Hooi Ting
4
Jang, Soocheong
4
Joireman, Jeff
4
Larivière, Bart
4
Ro, Heejung
4
Santos, Cristiane Pizzutti dos
4
Shin, Hyunju
4
Tripp, Thomas M.
4
Voorhees, Clay M.
4
Weber, Karin
4
Abbasi, Amir Zaib
3
Armstrong, Christine
3
Basso, Kenny
3
Beatty, Sharon E.
3
Brady, Michael K.
3
Béal, Mathieu
3
Casado-Díaz, Ana B.
3
Chen, Jing
3
Choi, Beom Joon
3
Cusin, Julien
3
Flacandji, Michaël
3
Gerstner, Eitan
3
more ...
less ...
Published in...
All
International journal of hospitality management
1
Journal of consumer behaviour : an international research review
1
Journal of service research
1
Journal of service research : JSR
1
Psychology & marketing
1
Source
All
ECONIS (ZBW)
5
Showing
1
-
5
of
5
Sort
relevance
articles prioritized
date (newest first)
date (oldest first)
1
The customer is often wrong : investigating the influence of customer failures and apologies on frontline service employee well-being
Robertson, Nichola
;
Rotman, Jeffrey
;
MacQuilken, Lisa
; …
- In:
Psychology & marketing
40
(
2023
)
4
,
pp. 825-844
Persistent link: https://www.econbiz.de/10014290864
Saved in:
2
Human staff vs. service robot vs. fellow customer : does it matter who helps your customer following a service failure incident?
Ho, Ting Hin
;
Tojib, Dewi
;
Tsarenko, Yelena
- In:
International journal of hospitality management
87
(
2020
),
pp. 1-10
Persistent link: https://www.econbiz.de/10012241791
Saved in:
3
Reclaiming the future : understanding customer forgiveness of service transgressions
Tsarenko, Yelena
;
Strizhakova, Yuliya
;
Otnes, Cele
- In:
Journal of service research
22
(
2019
)
2
,
pp. 139-155
Persistent link: https://www.econbiz.de/10012007424
Saved in:
4
The positive effects of customers’ power on their behavioral responses after service failure
Sembada, Agung
;
Tsarenko, Yelena
;
Tojib, Dewi
- In:
Journal of service research : JSR
19
(
2016
)
3
,
pp. 337-351
Persistent link: https://www.econbiz.de/10011665459
Saved in:
5
Consumer complaints and recovery through guaranteeing self-service technology
Robertson, Nichola
;
MacQuilken, Lisa
;
Kandampully, Jay
- In:
Journal of consumer behaviour : an international …
11
(
2012
)
1
,
pp. 21-30
Persistent link: https://www.econbiz.de/10009508885
Saved in:
Results per page
10
25
50
100
250
A service of the
zbw
×
Loading...
//-->