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Search: subject_exact:"Complaint management"
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Beschwerdemanagement
20
Complaint management
20
Customer satisfaction
18
Dienstleistungsqualität
18
Kundenzufriedenheit
18
Service quality
18
Beziehungsmarketing
10
Relationship marketing
10
Consumer behaviour
9
Konsumentenverhalten
9
Service recovery
6
Justice
5
Emotion
4
Gerechtigkeit
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Customer service
3
Kundenservice
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South Korea
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Südkorea
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Viral marketing
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Virales Marketing
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Chen, WeiWei
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Cheung, Fung Yi Millissa
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Service business
Journal of business research : JBR
70
International journal of hospitality management
55
Journal of retailing and consumer services
43
The journal of services marketing
43
Journal of hospitality marketing & management
31
Journal of service research : JSR
31
The service industries journal
27
International journal of contemporary hospitality management
20
Journal of the Academy of Marketing Science
20
Psychology & marketing
16
European journal of marketing : EJM
15
Journal of retailing
15
SpringerLink / Bücher
15
Journal of service management
14
Managing service quality : MSQ ; an international journal
14
Journal of hospitality & tourism research : JHTR ; the professional journal of the Council on Hotel, Restaurant, and Institutional Education
13
Services marketing quarterly
13
Journal of air transport management
12
Journal of consumer behaviour : an international research review
12
Journal of marketing
12
Marketing letters : a journal of research in marketing
12
Journal of service research
11
International journal of consumer studies
10
Journal of marketing management : MM
10
Ilmenauer Schriften zur Betriebswirtschaftslehre
9
International journal of quality and service sciences
9
Journal of service theory and practice
9
Journal of service theory and practice : JSTP
9
Asia Pacific journal of marketing and logistics
8
Business horizons
8
Erfolgreiches Beschwerdemanagement : Wege zu Prozessverbesserungen und Kundenzufriedenheit
8
International journal of production economics
8
Journal of strategic marketing
8
Journal of travel and tourism marketing
8
Tourism management : research, policies, practice
8
Marketing intelligence & planning
7
Reihe: Wissenschaftliche Arbeitspapiere / W / Institut für Marktorientierte Unternehmensführung, Universität Mannheim
7
Total quality management & business excellence : an official journal of the European Society for Organisational Excellence
7
Cogent business & management
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1
Can robots recover a service using interactional justice as employees do? : a literature review-based assessment
Lajante, Mathieu
;
Remisch, David
;
Dorofeev, Nikita
- In:
Service business
17
(
2023
)
1
,
pp. 315-357
Persistent link: https://www.econbiz.de/10014282973
Saved in:
2
Underscoring trainer's lack of effort or talent in service failure of personal fitness training : customers' negative word-of-mouth response
Park, Sangchul
;
Lee, Hyun-Woo
;
Nite, Calvin
- In:
Service business
17
(
2023
)
4
,
pp. 1025-1050
Persistent link: https://www.econbiz.de/10014504697
Saved in:
3
Do customers exhibit gratitude after service recovery? : understanding the moderating role of relationship type
Salagrama, Ramakrishna
;
Prashar, Sanjeev
;
Tata, Sai Vijay
- In:
Service business
15
(
2021
)
4
,
pp. 757-779
Persistent link: https://www.econbiz.de/10012794134
Saved in:
4
Overcompensation as a service recovery strategy : the financial aspect of customers' extra effort
Kenesei, Zsófia
;
Bali, Zsofia
- In:
Service business
14
(
2020
)
2
,
pp. 187-216
Persistent link: https://www.econbiz.de/10012304224
Saved in:
5
How to boost frontline employee service recovery performance : the role of cultural intelligence
Costers, Annelies
;
Van Vaerenbergh, Yves
;
Van den …
- In:
Service business
13
(
2019
)
3
,
pp. 581-602
Persistent link: https://www.econbiz.de/10012124374
Saved in:
6
How to explain service failure? : impacts of justifications
Chen, WeiWei
;
Lee, Hsiao-Ching
- In:
Service business
12
(
2018
)
2
,
pp. 331-356
Persistent link: https://www.econbiz.de/10011915060
Saved in:
7
The role of other customers during self-service technology failure
Yi, Youjae
;
Kim, Seo Young
- In:
Service business
11
(
2017
)
4
,
pp. 695-715
Persistent link: https://www.econbiz.de/10011914936
Saved in:
8
The effect of organizational responses to service failures on customer satisfaction perception
Cheung, Fung Yi Millissa
;
To, W. M.
- In:
Service business
11
(
2017
)
4
,
pp. 767-784
Persistent link: https://www.econbiz.de/10011915006
Saved in:
9
Perceived justice and post-recovery satisfaction in banking service failures : do commitment types matter?
Ozkan Tektas, Oznur
- In:
Service business
11
(
2017
)
4
,
pp. 851-870
Persistent link: https://www.econbiz.de/10011915015
Saved in:
10
Co-creation and service recovery process communication : effects on satisfaction, repurchase intentions, and word of mouth
Vázquez Casielles, Rodolfo
;
Iglesias Argu͏̈elles, Víctor
- In:
Service business
11
(
2017
)
2
,
pp. 321-343
Persistent link: https://www.econbiz.de/10011732372
Saved in:
11
How online service recovery approaches bolster recovery performance? : a multi-level perspective
Li, Chia-Ying
;
Fang, Yu-Hui
- In:
Service business
10
(
2016
)
1
,
pp. 179-200
Persistent link: https://www.econbiz.de/10011722225
Saved in:
12
The influence of the source and valence of word-of-mouth information on post-failure and post-recovery evaluations
Hess, Ronald L. <Jr.>
;
Ring, Lawrence
- In:
Service business
10
(
2016
)
2
,
pp. 319-343
Persistent link: https://www.econbiz.de/10011722315
Saved in:
13
Can complaint-handling efforts promote customer engagement?
Cambra-Fierro, Jesús
;
Melero-Polo, Iguácel
;
Sesé, F. …
- In:
Service business
10
(
2016
)
4
,
pp. 847-866
Persistent link: https://www.econbiz.de/10011722441
Saved in:
14
Does the nature of the relationship really matter? : an analysis of the roles of loyalty and involvement in service recovery processes
Cambra-Fierro, Jesus
;
Melero-Polo, Iguácel
;
Sese, Javier
- In:
Service business
9
(
2015
)
2
,
pp. 297-320
Persistent link: https://www.econbiz.de/10011384271
Saved in:
15
Complaint, patience, and neglect : responses to a dissatisfying service experience
Ro, Heejung
- In:
Service business
8
(
2014
)
2
,
pp. 197-216
Persistent link: https://www.econbiz.de/10010351456
Saved in:
16
The relationship between informational justice, recovery satisfaction, and loyalty : the moderating role of failure attributions
Davoud Nikbin
;
Ishak Ismail
;
Malliga Marimuthu
- In:
Service business
7
(
2013
)
3
,
pp. 419-435
Persistent link: https://www.econbiz.de/10009776971
Saved in:
17
Non-internet self-service technology failures and recoveries : comparing China with the United States
Liu, Shunzhong
- In:
Service business
7
(
2013
)
3
,
pp. 399-417
Persistent link: https://www.econbiz.de/10009776974
Saved in:
18
The effects of emotional intelligence on service recovery and organizational loyalty : a case of flight attendants of South Korean airlines
Lee, Jung-hyun
;
Kim, Min-su
;
Jeon, Aeeun
- In:
Service business
7
(
2013
)
4
,
pp. 665-686
Persistent link: https://www.econbiz.de/10010201131
Saved in:
19
Employee emotional response toward healthcare organization’s service recovery efforts and its influences on service recovery performance
Kim, Sang-Man
;
Oh, Jae-Young
- In:
Service business
6
(
2012
)
3
,
pp. 297-321
Persistent link: https://www.econbiz.de/10009613999
Saved in:
20
Frontline service employees’ customer-related social stressors, emotional exhaustion, and service recovery performance : customer orientation as a moderator
Kim, Taegoo
;
Paek, Soyon
;
Choi, Chang Hwan
;
Lee, Gyehee
- In:
Service business
6
(
2012
)
4
,
pp. 503-526
Persistent link: https://www.econbiz.de/10009663617
Saved in:
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