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~subject:"Online retailing"
~subject:"Service industry"
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Search: subject_exact:"Beschwerdemanagement"
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Online retailing
Service industry
Beschwerdemanagement
1,637
Complaint management
1,627
Dienstleistungsqualität
801
Service quality
801
Kundenzufriedenheit
770
Customer satisfaction
767
Beziehungsmarketing
709
Relationship marketing
709
Consumer behaviour
643
Konsumentenverhalten
643
Customer service
349
Kundenservice
349
Service recovery
156
Emotion
144
Service failure
139
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111
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111
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106
Deutschland
97
service recovery
97
Social Web
96
Social web
96
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92
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91
USA
91
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90
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87
service failure
87
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82
Kundenmanagement
75
Theorie
73
Theory
73
Online-Handel
72
Mobile communications
69
Mobilkommunikation
69
Einzelhandel
51
Retail trade
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Sreejesh, S.
4
Bradley, Graham L.
3
Paul, Justin
3
Sparks, Beverley
3
Weber, Karin
3
Brady, Michael K.
2
Cho, Yoon C.
2
Deges, Frank
2
Gelbrich, Katja
2
Greiner, Ben
2
Gäthke, Jana
2
Jang, Soocheong
2
Jung, Na Young
2
Kim, Jong-hyeong
2
Krishna, Anupam
2
Kumar, Satinder
2
Kumari, Parveen
2
Lu, Lu
2
Manu C
2
Matos, Celso Augusto de
2
Mattila, Anna S.
2
Ockenfels, Axel
2
Otero-Neira, Carmen
2
Palmeira, Mauricio
2
Plein, Katrin
2
Seock, Yoo-Kyoung
2
Stauss, Bernd
2
Svensson, Göran
2
Van Vaerenbergh, Yves
2
Voorhees, Clay M.
2
Walsh, Gianfranco
2
Wei, Jiahua
2
AL-Hnitee, Sanaa
1
Abaid, Wan Mohd Azwan Bin Wan
1
Abbasi, Amir Zaib
1
Adil, Mohd
1
Al Alawi, Alamir
1
Al-Ababneh, Mukhles M.
1
Al-Badarneh, Mohammad B.
1
Al-Romeedy, Bassam Samir
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RWTH Aachen
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Journal of business research : JBR
9
International journal of hospitality management
8
Journal of hospitality marketing & management
6
Journal of retailing and consumer services
6
International journal of production economics
5
Journal of service research : JSR
4
Journal of service theory and practice : JSTP
4
Journal of the Academy of Marketing Science
4
The journal of services marketing
4
Asia Pacific journal of marketing and logistics
3
Managing service quality : MSQ ; an international journal
3
Psychology & marketing
3
Business and Economic Research : BER
2
Fokus Dienstleistungsmarketing
2
International journal of contemporary hospitality management
2
International journal of electronic customer relationship management : IJECRM
2
International journal of quality & reliability management
2
International journal of quality and service sciences
2
Journal for global business advancement : JGBA
2
Journal of consumer marketing
2
Journal of international consumer marketing
2
Journal of relationship marketing : innovations & enhancements for customer service, relations & satisfaction
2
Journal of service management
2
Journal of strategic marketing
2
SpringerLink / Bücher
2
Total quality management & business excellence
2
Aktuelle Entwicklungen im Dienstleistungsmarketing
1
Apprimus Edition Wissenschaft
1
Australasian marketing journal
1
Australasian marketing journal : AMJ ; official journal of the Australia-New Zealand Marketing Academy (ANZMAC)
1
Australian School of Business working paper : Australian School of Business research paper
1
British journal of management : BJM
1
Business horizons
1
CEB working paper / Université Libre de Bruxelles, Solvay Brussels School of Economics and Management, Centre Emile Bernheim
1
Cogent business & management
1
Dienstleistungsqualität : Konzepte - Methoden - Erfahrungen
1
Edition Wissenschaft - Apprimus
1
Edition Wissenschaft Apprimus
1
Enhancing knowledge development in marketing ; Vol. 21
1
Enlightening tourism : ET ; a pathmaking journal
1
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ECONIS (ZBW)
152
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11
Promoting product returns : effects of price reductions on customer return behavior
Hirche, Christian F.
;
Gijsenberg, Maarten J.
;
Bijmolt, …
-
2021
Persistent link: https://www.econbiz.de/10012522247
Saved in:
12
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:
13
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:
14
What consumer complaints should hoteliers prioritize? : analysis of online reviews under different market segments
Wu, Jie
;
Zhao, Narisa
- In:
Journal of hospitality marketing & management
32
(
2023
)
1
,
pp. 1-28
Persistent link: https://www.econbiz.de/10013545795
Saved in:
15
Research on the impact of consumer forgiveness on consumer continuous trust
Wei, Jiahua
;
Zhu, Sai
;
Lu, Hui
;
Li, Chao
;
Hou, Zhiping
; …
- In:
Total quality management & business excellence
34
(
2023
)
6
,
pp. 692-711
Persistent link: https://www.econbiz.de/10013550274
Saved in:
16
Understanding the conceptualisation and strategies of service recovery processes in service organisations
Anwar, Sohail
- In:
International journal of services, economics and management
14
(
2023
)
2
,
pp. 175-197
Persistent link: https://www.econbiz.de/10014311637
Saved in:
17
Managing service shutdowns: Cash refunds or vouchers?
Chen, Rachel R.
;
Gerstner, Eitan
;
Halbheer, Daniel
; …
- In:
International journal of research in marketing : IJRM ; …
40
(
2023
)
2
,
pp. 294-315
Persistent link: https://www.econbiz.de/10014316585
Saved in:
18
Not just apologizing : the impact of complaint handling on sustained participation behavior in live-streaming shopping
Zhang, Wenkun
;
Wang, Yanan
- In:
Journal of consumer behaviour
22
(
2023
)
3
,
pp. 688-700
Persistent link: https://www.econbiz.de/10014326218
Saved in:
19
The effects of brand relationships on justice perceptions in service recovery
Gonçalves Filho, Cid
;
Kiefer, Kip
;
Fetscherin, Marc
; …
- In:
Journal of consumer marketing
40
(
2023
)
3
,
pp. 315-327
Persistent link: https://www.econbiz.de/10014275988
Saved in:
20
Impacts of service guarantees on consumers' perceived quality and satisfaction in e-commerce
Oliveira, Alessandro Silva de
;
Souki, Gustavo Quiroga
; …
- In:
International journal of quality & reliability management
40
(
2023
)
10
,
pp. 2559-2580
Persistent link: https://www.econbiz.de/10014470801
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