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~isPartOf:"The journal of services marketing"
~subject:"Complaint management"
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Complaint management
Beziehungsmarketing
225
Relationship marketing
225
Consumer behaviour
125
Konsumentenverhalten
125
Customer satisfaction
112
Kundenzufriedenheit
112
Dienstleistungsqualität
103
Service quality
103
Customer service
40
Kundenservice
40
Dienstleistungssektor
33
Service industry
33
Customer integration
30
Kundenintegration
30
Customer experience
27
Dienstleistungsmarketing
25
Services
25
Services marketing
25
Emotion
24
Dienstleistung
21
USA
20
United States
20
Beschwerdemanagement
19
Lieferantenmanagement
19
Social Web
19
Social web
19
Supplier relationship management
19
Betriebliche Wertschöpfung
18
Value creation
18
Customer engagement
17
Loyalty
16
Einzelhandel
15
Retail trade
15
Satisfaction
15
Confidence
14
Customer value
14
Kundenwert
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Vertrauen
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Arbeitszufriedenheit
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English
19
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Mattila, Anna S.
2
Abney, Alexandra K.
1
Ashill, Nicholas J.
1
Bambauer-Sachse, Silke
1
Beatty, Sharon E.
1
Bejou, David
1
Bone, Paula Fitzgerald
1
Breazeale, Michael
1
Carruthers, Janet
1
Cesmeci, Caner
1
Choi, Beom Joon
1
Chou, En-Yi
1
Collier, Joel E.
1
Cook, Laurel Aynne
1
Ford, Toni-Rochelle S.
1
Henrique, Jorge Luiz
1
Holloway, Betsy Bugg
1
Horky, Alisha Blakeney
1
Hur, Jungyun
1
Jang, Sharon
1
Jang, Soocheong
1
Kapitan, Sommer
1
La, Suna
1
Lacey, Russell
1
Lin, Cheng-Yu
1
Ling, I-Ling
1
Liu, Yi-Fen
1
Madupalli, Ramana Kumar
1
Matos, Celso Augusto de
1
Ozcan, Timucin
1
Palmer, Adrian
1
Pelletier, Mark J.
1
Poddar, Amit
1
Rabeson, Landisoa Eunorphie
1
Rod, Michel
1
Rosa, Fernando de
1
Sadeghein, Raika
1
Thirkell, Peter
1
Varnali, Kaan
1
Vredenburg, Jessica
1
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The journal of services marketing
Journal of business research : JBR
38
Journal of retailing and consumer services
26
International journal of hospitality management
25
The service industries journal
14
Journal of hospitality marketing & management
13
International journal of contemporary hospitality management
12
Journal of service research : JSR
12
Service business
10
Services marketing quarterly
9
Journal of service research
8
Journal of the Academy of Marketing Science
8
Journal of marketing
7
Marketing letters : a journal of research in marketing
7
Business horizons
6
International journal of production economics
6
Journal of retailing
6
Psychology & marketing
6
SpringerLink / Bücher
6
Tourism management : research, policies, practice
6
Journal of consumer marketing
5
Journal of hospitality & tourism research : JHTR ; the professional journal of the Council on Hotel, Restaurant, and Institutional Education
5
Journal of marketing management : MM
5
Journal of travel and tourism marketing
5
Managing service quality : MSQ ; an international journal
5
Marketing intelligence & planning
5
Asia-Pacific journal of business administration
4
Cogent business & management
4
European journal of marketing : EJM
4
International journal of business and economics
4
International journal of consumer studies
4
International journal of quality and service sciences
4
International journal of services and operations management
4
Journal of service management
4
Journal of service theory and practice
4
Journal of strategic marketing
4
Reihe: Wissenschaftliche Arbeitspapiere / W / Institut für Marktorientierte Unternehmensführung, Universität Mannheim
4
Total quality management & business excellence
4
Total quality management & business excellence : an official journal of the European Society for Organisational Excellence
4
Working papers / Institut für Wirtschaftsinformatik der Universität Bern
4
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ECONIS (ZBW)
19
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1
Consumer effort in service encounters : the overlooked impact of surface acting
Cook, Laurel Aynne
;
Bone, Paula Fitzgerald
;
Sadeghein, Raika
- In:
The journal of services marketing
36
(
2022
)
2
,
pp. 297-309
Persistent link: https://www.econbiz.de/10013407489
Saved in:
2
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:
3
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:
4
Customer responses to service failures on social media
Varnali, Kaan
;
Cesmeci, Caner
- In:
The journal of services marketing
36
(
2022
)
5
,
pp. 691-709
Persistent link: https://www.econbiz.de/10013407589
Saved in:
5
Investigating the role of customer forgiveness following a double deviation
Lin, Cheng-Yu
;
Chou, En-Yi
- In:
The journal of services marketing
36
(
2022
)
8
,
pp. 1042-1057
Persistent link: https://www.econbiz.de/10013410768
Saved in:
6
Retrospective: service failure and loyalty : an exploratory empirical study of airline customers
Palmer, Adrian
;
Bejou, David
- In:
The journal of services marketing
30
(
2016
)
5
,
pp. 480-484
Persistent link: https://www.econbiz.de/10011615517
Saved in:
7
#IHateYourBrand: adaptive service recovery strategies on Twitter
Abney, Alexandra K.
;
Pelletier, Mark J.
;
Ford, …
- In:
The journal of services marketing
31
(
2017
)
3
,
pp. 281-294
Persistent link: https://www.econbiz.de/10011741259
Saved in:
8
Giving back the "self" in self service : customer preferences in self-service failure recovery
Collier, Joel E.
;
Breazeale, Michael
;
White, Allyn
- In:
The journal of services marketing
31
(
2017
)
6
,
pp. 604-617
Persistent link: https://www.econbiz.de/10011801633
Saved in:
9
Toward service recovery strategies : the role of consumer-organization relationship norms
Hur, Jungyun
;
Jang, Soocheong
- In:
The journal of services marketing
30
(
2016
)
7
,
pp. 724-735
Persistent link: https://www.econbiz.de/10011590917
Saved in:
10
Service recovery for moderate and high involvement services
Bambauer-Sachse, Silke
;
Rabeson, Landisoa Eunorphie
- In:
The journal of services marketing
29
(
2015
)
5
,
pp. 331-343
Persistent link: https://www.econbiz.de/10011387765
Saved in:
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