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Search: subject:"Service failures"
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Dienstleistungsqualität
30
Service quality
30
Service failures
27
Customer satisfaction
23
Beschwerdemanagement
22
Complaint management
22
Kundenzufriedenheit
22
Consumer behaviour
19
Konsumentenverhalten
19
Beziehungsmarketing
14
Relationship marketing
14
Customer service
13
Kundenservice
13
service failures
9
Service recovery
7
Airline
4
Complaints
4
Fluggesellschaft
4
Dienstleistungssektor
3
Emotion
3
Service industry
3
Air transport
2
Airline operations
2
Brand management
2
Communication
2
Complaining behavior
2
Culture
2
Customer dissatisfaction
2
Customer services quality
2
Firm performance
2
Luftverkehr
2
Markenführung
2
Quality management
2
Qualitätsmanagement
2
Robot
2
Roboter
2
Service guarantees
2
Service recovery programs
2
Social Web
2
Social media
2
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Undetermined
29
Free
3
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Article
40
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Article in journal
33
Aufsatz in Zeitschrift
33
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English
34
Undetermined
6
Author
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Berman, Barry
2
Golmohammadi, Davood
2
Jang, Soocheong
2
Mathur, Anil
2
Mattila, Anna S.
2
Abney, Alexandra K.
1
Aguilar-Rojas, Oscar
1
Andreau, Luisa
1
Antonetti, Paolo
1
Arthurs, Jonathan
1
Barakat, Livia L.
1
Barkai, Ofer
1
Becker, Marc
1
Blandina, Alexander
1
Bolton, Lisa E.
1
Cesmeci, Caner
1
Chen, Pei-Chi
1
Cheung, Fung Yi Millissa
1
Chi, Nai-Wen
1
Choi, Sungwoo
1
Cranage, David A.
1
Crisafulli, Benedetta
1
Dangayach, G.S.
1
Dens, Nathalie
1
Dollery, Brian
1
Edwards, Karen
1
Eser, Zeliha
1
Fandos-Herrera, Carmina
1
Fetscherin, Marc
1
Flavián Blanco, Carlos
1
Ford, Toni-Rochelle S.
1
Girard, Tulay
1
Gliatis, Vassilis
1
Gonzalez-Arcos, Claudia Fernanda
1
Gonçalves Filho, Cid
1
Guan, Dawei
1
Guchait, Priyanko
1
Gursoy, Dogan
1
Hanks, Lydia
1
Harison, Elad
1
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Published in...
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The journal of services marketing
5
International journal of contemporary hospitality management
4
Journal of service management
2
Journal of travel and tourism marketing
2
Psychology & marketing
2
Service business
2
African Journal of Economic and Management Studies
1
Business Horizons
1
Business horizons
1
Consumer behavior review : CBR
1
Global Business Review
1
IEEE transactions on engineering management : EM
1
International Journal of Applied Industrial Engineering (IJAIE)
1
International Journal of Social Economics
1
International journal of hospitality management
1
International journal of quality & reliability management
1
International journal of retail & distribution management
1
Journal of Business Research
1
Journal of Global Business and Economics
1
Journal of business research : JBR
1
Journal of consumer marketing
1
Journal of hospitality marketing & management
1
Journal of operations management
1
Journal of public policy & marketing : JPP & M ; an annual publ. of the Division of Research, Graduate School of Business Administration, University of Michigan
1
Journal of service research
1
Journal of travel research : a quarterly publication of the Travel and Tourism Research Association
1
Latin American business review : journal of the Business Association of Latin American Studies (BALAS)
1
Review of business information systems
1
The international journal of bank marketing : IJBM
1
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ECONIS (ZBW)
33
RePEc
6
Other ZBW resources
1
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Date (oldest first)
1
Customer comfort during service robot interactions
Becker, Marc
;
Mahr, Dominik
;
Odekerken-Schröder, Gaby
- In:
Service business
17
(
2023
)
1
,
pp. 137-165
Persistent link: https://www.econbiz.de/10014282882
Saved in:
2
Consumers' complaints : causal attribution and moral emotions in
service
failures
Neves, Lude Marieta Gonçalves dos Santos
;
Iglesias, Fabio
- In:
Consumer behavior review : CBR
6
(
2022
)
1
,
pp. 1-12
Persistent link: https://www.econbiz.de/10012886158
Saved in:
3
Revisiting power messaging in
service
failures
: pitfalls and proposed solutions
Antonetti, Paolo
;
Crisafulli, Benedetta
- In:
Psychology & marketing
39
(
2022
)
11
,
pp. 2072-2095
Persistent link: https://www.econbiz.de/10013465145
Saved in:
4
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:
5
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:
6
Consumer complaining behavior in hospitality management
Tosun, Petek
;
Sezgin, Selime
;
Uray, Nimet
- In:
Journal of hospitality marketing & management
31
(
2022
)
2
,
pp. 247-264
Persistent link: https://www.econbiz.de/10012821095
Saved in:
7
Keep fighting or give up? : an investigation of consumer regret over repetitive failures in weight loss services
Liu, Yi-Fen
;
Ling, I-Ling
- In:
The journal of services marketing
36
(
2022
)
1
,
pp. 29-43
Persistent link: https://www.econbiz.de/10012798380
Saved in:
8
Does social class matter in recovering self-service technology failures?
Kim, Heewon
;
Jang, Soocheong
- In:
International journal of contemporary hospitality management
34
(
2022
)
3
,
pp. 1135-1153
Persistent link: https://www.econbiz.de/10013164531
Saved in:
9
Mitigating the negative effects of service failure through customer identification
Song, Jiaqi
;
Huang, Jiexian
;
Jiang, Yuwei
- In:
Psychology & marketing
39
(
2022
)
4
,
pp. 715-725
Persistent link: https://www.econbiz.de/10013165429
Saved in:
10
Commentary: the unintended consequences of digital service technologies
Rosenbaum, Mark
;
Walters, Gabby
;
Edwards, Karen
; …
- In:
The journal of services marketing
36
(
2022
)
2
,
pp. 97-109
Persistent link: https://www.econbiz.de/10013407398
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