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~subject:"Quality management"
~subject:"Service failure"
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Quality management
Service failure
Beschwerdemanagement
1,600
Complaint management
1,600
Service quality
783
Dienstleistungsqualität
782
Kundenzufriedenheit
751
Customer satisfaction
750
Beziehungsmarketing
694
Relationship marketing
694
Consumer behaviour
630
Konsumentenverhalten
630
Customer service
340
Kundenservice
340
Service recovery
153
Emotion
141
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107
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service recovery
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90
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service failure
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Mobile communications
68
Mobilkommunikation
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50
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Balaji, M. S.
4
Grégoire, Yany
4
Mattila, Anna S.
3
Pacheco, Natália Araújo
3
Van Vaerenbergh, Yves
3
Campbell, Colin L.
2
Casidy, Riza
2
Cui, Jinsheng
2
Ferraro, Carla
2
Fröhling, Oliver
2
Harun, Ahasan
2
Hazée, Simon
2
Hogreve, Jens
2
Huang, Minxue
2
Hutzinger, Clemens
2
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2
Khantimirov, Denis
2
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2
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2
Lu, Lu
2
Ma, Ke
2
Mandl, Leonhard
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Matos, Celso Augusto de
2
Ozuem, Wilson
2
Rokonuzzaman, Md
2
Sands, Sean
2
Schmitt, R.
2
Shin, Hyunju
2
So, Kevin Kam Fung
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Sparks, Beverley
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Suri, Anshu
2
Sénécal, Sylvain
2
Taheri, Babak
2
Tsang, Alex S. L.
2
Weitzl, Wolfgang
2
Zhong, Jianan
2
Zhou, Nan
2
Zhou, Yuanyuan
2
Abu Farha, Allam K.
1
Ackermann, Anja-Susan
1
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Journal of business research : JBR
22
International journal of hospitality management
16
Journal of retailing and consumer services
15
The journal of services marketing
7
Journal of the Academy of Marketing Science
6
International journal of quality and service sciences
4
Journal of service theory and practice
4
Marketing letters : a journal of research in marketing
4
Total quality management & business excellence : an official journal of the European Society for Organisational Excellence
4
Electronic markets : EM ; the international journal of electronic commerce and business media
3
International journal of contemporary hospitality management
3
Journal of consumer marketing
3
Journal of hospitality marketing & management
3
Journal of service theory and practice : JSTP
3
Service business
3
The service industries journal
3
Asia Pacific journal of marketing and logistics
2
European journal of marketing : EJM
2
Journal of air transport management
2
Journal of service management
2
Managing service quality : MSQ ; an international journal
2
The TQM journal : the international review of organizational improvement
2
The international journal of productivity and performance management
2
A Productivity Press book
1
Australasian marketing journal
1
Business horizons
1
Dienstleistungsoffensive - Wachstumschancen intelligent nutzen
1
European business review : EBR ; the official journal of the International Management Centres, Europe
1
European journal of marketing
1
Göttinger Handelswissenschaftliche Schriften e.V. : GHS
1
Industrial marketing management : the international journal for industrial and high-tech firms
1
International journal of process management and benchmarking : IJPMB
1
International journal of productivity and quality management : IJPQM
1
International journal of research in marketing : IJRM ; official journal of the European Marketing Academy
1
Journal of business economics : JBE
1
Journal of business ethics : JOBE
1
Journal of financial services marketing
1
Journal of global marketing
1
Journal of hospitality and tourism insights
1
Journal of relationship marketing : innovations and enhancements for customer service, relations, and satisfaction
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ECONIS (ZBW)
161
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1
Seeking empathy or suggesting a solution? : effects of chatbot messages on service failure recovery
Haupt, Martin
;
Rozumowski, Anna
;
Freidank, Jan
;
Haas, …
- In:
Electronic markets : EM ; the international journal of …
33
(
2023
)
1
,
pp. 1-22
Persistent link: https://www.econbiz.de/10014437283
Saved in:
2
Moderating role of consumers' attachment style on post-recovery satisfaction behavior
Sidhu, Sarabjit Kaur
;
Fon Sim Ong
;
Balaji, M. S.
- In:
Journal of relationship marketing : innovations and …
22
(
2023
)
4
,
pp. 354-380
Persistent link: https://www.econbiz.de/10014422333
Saved in:
3
The demand-what-you-want strategy to service recovery : achieving high customer satisfaction with low service failure compensation using anchoring and precision effects
Korn, Nathalie
;
Björkman, Jesper
;
Ek, Peter
;
Pihlgren, …
- In:
Journal of service theory and practice
33
(
2023
)
7
,
pp. 73-93
Persistent link: https://www.econbiz.de/10014448174
Saved in:
4
Users taking the blame? : how service failure, recovery, and robot design affect user attributions and retention
Meyer, Nika
;
Schwede, Melanie
;
Hammerschmidt, Maik
; …
- In:
Electronic markets : EM ; the international journal of …
32
(
2022
)
4
,
pp. 2491-2505
Persistent link: https://www.econbiz.de/10013556744
Saved in:
5
Service mega-disruptions : a conceptual model and research agenda
Vredenburg, Jessica
;
Kapitan, Sommer
;
Jang, Sharon
- In:
The journal of services marketing
38
(
2024
)
1
,
pp. 131-144
Persistent link: https://www.econbiz.de/10014473598
Saved in:
6
Call it robot : anthropomorphic framing and failure of self-service technologies
Barone, Ada Maria
;
Stagno, Emanuela
;
Donato, Carmela
- In:
The journal of services marketing
38
(
2024
)
3
,
pp. 272-287
Persistent link: https://www.econbiz.de/10014515617
Saved in:
7
Service failure and complaints management in higher education institutions
Msosa, Steven Kayambazinthu
-
2021
Persistent link: https://www.econbiz.de/10012595331
Saved in:
8
Would you forgive me? : from perceived justice and complaint handling to customer forgiveness and brand credibility-symmetrical and asymmetrical perspectives
Ali, Faizan
;
El-Manstrly, Dahlia
;
Ghazanfar Ali Abbasi
- In:
Journal of business research : JBR
166
(
2023
),
pp. 1-15
Persistent link: https://www.econbiz.de/10014368203
Saved in:
9
CSR-authenticity and conciliation after service failure : the role of apology and compensation
Atav, Gizem
;
Chatterjee, Subimal
;
Kuru, Basak
- In:
Journal of consumer marketing
40
(
2023
)
7
,
pp. 911-925
Persistent link: https://www.econbiz.de/10014471145
Saved in:
10
Effects of the anthropomorphic image of intelligent customer service avatars on consumers' willingness to interact after service failures
Yao, Qi
;
Kuai, Ling
;
Jiang, Lan
- In:
Journal of research in interactive marketing : …
17
(
2023
)
5
,
pp. 734-753
Persistent link: https://www.econbiz.de/10014428169
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