//--> //--> //--> //-->
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
~subject:"Complaint management"
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:"Customer satisfaction"
Narrow search
Delete all filters
| 1 applied filter
Year of publication
From:
To:
Subject
All
Complaint management
Customer satisfaction
13,642
Kundenzufriedenheit
13,439
Service quality
6,110
Dienstleistungsqualität
6,081
Consumer behaviour
5,325
Beziehungsmarketing
5,323
Konsumentenverhalten
5,322
Relationship marketing
5,318
customer satisfaction
1,247
Satisfaction
1,044
Arbeitszufriedenheit
994
Job satisfaction
985
Customer service
979
Online retailing
978
Online-Handel
978
Kundenservice
974
Qualitätsmanagement
915
Quality management
868
Holiday behaviour
834
Urlaubsverhalten
834
Electronic Commerce
789
E-commerce
771
Emotion
770
Beschwerdemanagement
758
Confidence
686
Vertrauen
686
Verbraucherzufriedenheit
659
Einzelhandel
655
Markenimage
643
Brand image
642
Retail trade
641
Hotel industry
638
Hotellerie
637
Tourismus
629
Tourism
624
Brand management
623
Markenführung
622
service quality
622
satisfaction
597
more ...
less ...
Online availability
All
Undetermined
380
Free
80
Type of publication
All
Article
667
Book / Working Paper
89
Journal
2
Type of publication (narrower categories)
All
Article in journal
640
Aufsatz in Zeitschrift
640
Aufsatz im Buch
25
Book section
25
Hochschulschrift
19
Graue Literatur
16
Non-commercial literature
16
Thesis
13
Arbeitspapier
12
Working Paper
12
Konferenzschrift
6
Collection of articles of several authors
5
Sammelwerk
5
Case study
4
Fallstudie
4
Aufsatzsammlung
3
Bibliografie enthalten
3
Bibliography included
3
Conference paper
3
Konferenzbeitrag
3
Lehrbuch
3
Textbook
3
Collection of articles written by one author
2
Conference proceedings
2
Sammlung
2
Guidebook
1
Ratgeber
1
Systematic review
1
Übersichtsarbeit
1
more ...
less ...
Language
All
English
705
German
54
Author
All
Roschk, Holger
13
Grégoire, Yany
12
Mattila, Anna S.
12
Gelbrich, Katja
11
Van Vaerenbergh, Yves
9
Jang, Soocheong
8
Guchait, Priyanko
7
Stauss, Bernd
7
Vázquez Casielles, Rodolfo
7
Seidel, Wolfgang
6
Balaji, M. S.
5
Chebat, Jean-Charles
5
Day, Ralph L.
5
Harun, Ahasan
5
Larivière, Bart
5
MacQuilken, Lisa
5
Shin, Hyunju
5
Sreejesh, S.
5
Tripp, Thomas M.
5
Tronvoll, Bård
5
Weber, Karin
5
Cai, Ruiying
4
Casidy, Riza
4
Edvardsson, Bo
4
Grewal, Dhruv
4
Gruber, Thorsten
4
Gäthke, Jana
4
Homburg, Christian
4
Hsu, Cathy H. C.
4
Hunt, H. Keith
4
Iglesias Argu͏̈elles, Víctor
4
Luo, Xueming
4
Matos, Celso Augusto de
4
McColl-Kennedy, Janet R.
4
Nikbin, Davoud
4
Prybutok, Gayle
4
Prybutok, Victor R.
4
Robertson, Nichola
4
Sparks, Beverley
4
Svensson, Göran
4
more ...
less ...
Institution
All
RWTH Aachen
2
Conference on Consumer Satisfaction, Dissatisfaction, and Complaining Behavior <3, 1978, Chicago, Ill.>
1
Conference on Consumer Satisfaction, Dissatisfaction, and Complaining Behavior <5, 1980, Saint Louis, Mo.>
1
Conference on Consumer Satisfaction, Dissatisfaction, and Complaining Behavior <6, 1981, Bloomington, Ind.>
1
Fachkongress "Progress in Tourism Research" <3, 2002, Berlin>
1
Marketing Research Symposium <1977, Bloomington, Ind.>
1
Technische Universität Dresden
1
more ...
less ...
Published in...
All
Journal of business research : JBR
45
International journal of hospitality management
33
Journal of retailing and consumer services
33
The journal of services marketing
27
Journal of hospitality marketing & management
20
Service business
18
Journal of service research : JSR
15
International journal of contemporary hospitality management
14
The service industries journal
14
Journal of the Academy of Marketing Science
11
European journal of marketing : EJM
10
Journal of service management
10
Marketing letters : a journal of research in marketing
10
Psychology & marketing
9
Journal of air transport management
8
Journal of service theory and practice
8
Services marketing quarterly
8
International journal of quality and service sciences
7
Journal of hospitality & tourism research : JHTR ; the professional journal of the Council on Hotel, Restaurant, and Institutional Education
7
Journal of retailing
7
Journal of service theory and practice : JSTP
7
Managing service quality : MSQ ; an international journal
7
Asia Pacific journal of marketing and logistics
6
Ilmenauer Schriften zur Betriebswirtschaftslehre
6
Journal of marketing
6
Journal of strategic marketing
6
Business horizons
5
Cogent business & management
5
Journal of consumer behaviour : an international research review
5
Journal of service research
5
Australasian marketing journal
4
International journal of operations & production management : IJOPM ; the official journal of the European Operations Management Association, EUROMA
4
International journal of services and operations management
4
International journal of services, economics and management
4
Journal of consumer marketing
4
Journal of travel and tourism marketing
4
SpringerLink / Bücher
4
Total quality management & business excellence
4
Total quality management & business excellence : an official journal of the European Society for Organisational Excellence
4
Tourism management : research, policies, practice
4
more ...
less ...
Source
All
ECONIS (ZBW)
758
Showing
81
-
90
of
758
Sort
Relevance
Date (newest first)
Date (oldest first)
81
Factors influencing consumer forgiveness : a systematic literature review and directions for future research
Kim, Yungchul
;
Ho, Ting Hin
;
Tan, Lay Peng
;
Casidy, Riza
- In:
Journal of service theory and practice
33
(
2023
)
5
,
pp. 601-628
Persistent link: https://www.econbiz.de/10014339764
Saved in:
82
Measuring the intention-behavior gap in service failure and recovery : the moderating roles of failure severity and service recovery satisfaction
Mesquita, José Marcos Carvalho de
;
Shin, Hyunju
; …
- In:
European journal of marketing
57
(
2023
)
7
,
pp. 1826-1853
Persistent link: https://www.econbiz.de/10014342175
Saved in:
83
When frontline robots emerge: the double-edged-sword effect of anticipated trust on intention to switch brands after service failure
Cui, Jinsheng
;
Zhang, Mengwei
;
Zhong, Jianan
- In:
Journal of service theory and practice
33
(
2023
)
6
,
pp. 842-872
Persistent link: https://www.econbiz.de/10014448129
Saved in:
84
Customer intention to participate in service recovery : what is it and what are the drivers?
Singh, Gurbir
;
Mishra, Abhishek
- In:
Journal of service theory and practice
33
(
2023
)
6
,
pp. 873-900
Persistent link: https://www.econbiz.de/10014448148
Saved in:
85
Theoretical advances in service breakdown prevention and recovery : rich service enactment to improve server-client interactions and outcomes
De Villiers, Rouxelle
;
Woodside, Arch G.
;
Tipgomut, …
- In:
Australasian marketing journal : AMJ ; official journal …
31
(
2023
)
2
,
pp. 164-180
Persistent link: https://www.econbiz.de/10014252829
Saved in:
86
Mitigating immediate and lagged effects of customer mistreatment on service failure and sabotage : critical roles of service recovery behaviors
Wang, I-An
;
Chen, Pei-Chi
;
Chi, Nai-Wen
- In:
Journal of business research : JBR
154
(
2023
),
pp. 1-17
Persistent link: https://www.econbiz.de/10013468630
Saved in:
87
Service failures in times of crisis : an analysis of eWOM emotionality
Gerrath, Maximilian H. E. E.
;
Mafael, Alexander
; …
- In:
Journal of business research : JBR
154
(
2023
),
pp. 1-12
Persistent link: https://www.econbiz.de/10013468762
Saved in:
88
Customer responses to airline companies' service failure and recovery strategies : the moderating role of service failure habit
Elbaz, Ahmed Mohamed
;
Soliman, Mohammad
;
Al Alawi, Alamir
; …
- In:
Tourism review
78
(
2023
)
1
,
pp. 1-17
Persistent link: https://www.econbiz.de/10014235249
Saved in:
89
May robots be held responsible for service failure and recovery? : the role of robot service provider agents' human-likeness
Arikan, Esra
;
Altinigne, Nesenur
;
Kuzgun, Ebru
;
Okan, Mehmet
- In:
Journal of retailing and consumer services
70
(
2023
),
pp. 1-11
Persistent link: https://www.econbiz.de/10014240279
Saved in:
90
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:
First
Prev
5
6
7
8
9
10
11
12
13
14
Next
Last
Results per page
10
25
50
100
250
A service of the
zbw
×
Loading...
//-->