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~person:"Robertson, Nichola"
~person:"Patterson, Paul G."
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Search: subject_exact:"Complaint management"
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Beschwerdemanagement
14
Complaint management
14
Consumer behaviour
10
Konsumentenverhalten
10
Dienstleistungsqualität
9
Service quality
9
Customer satisfaction
7
Kundenzufriedenheit
7
Australia
3
Australien
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Emotion
3
Gastronomie
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Selbstbedienung
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Customer service
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Gerechtigkeit
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Kundenservice
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anger
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Arbeitszufriedenheit
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Beziehungsmarketing
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Bubbles
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Cognition
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Competence
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Cross-cultural management
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Dienstleistungsberufe
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Fine-dining restaurant
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Frontline health professionals
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Garantie
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Gesundheitsberufe
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Health personnel
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Hotel industry
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Hotellerie
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Robertson, Nichola
Patterson, Paul G.
Mattila, Anna S.
24
Stauss, Bernd
24
Roschk, Holger
20
Gelbrich, Katja
19
Grégoire, Yany
17
Homburg, Christian
13
Seidel, Wolfgang
13
Fürst, Andreas
12
Jang, Soocheong
10
Van Vaerenbergh, Yves
10
Brock, Christian
9
Gruber, Thorsten
9
Vázquez Casielles, Rodolfo
9
Guchait, Priyanko
8
MacQuilken, Lisa
8
McColl-Kennedy, Janet R.
8
Ro, Heejung
8
Tsarenko, Yelena
8
Edvardsson, Bo
7
Svensson, Göran
7
Tripp, Thomas M.
7
Tronvoll, Bård
7
Walsh, Gianfranco
7
Balaji, M. S.
6
Brady, Michael K.
6
Cai, Ruiying
6
Chebat, Jean-Charles
6
Grewal, Dhruv
6
Gäthke, Jana
6
Hogreve, Jens
6
Matos, Celso Augusto de
6
Schöler, Andreas
6
Wan, Lisa C.
6
Weber, Karin
6
Zaugg, Alexandra Daniela
6
Baker, Melissa A.
5
Baker, Thomas L.
5
Beatty, Sharon E.
5
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Journal of service research : JSR
3
Journal of retailing
2
California management review
1
International journal of hospitality management
1
Journal of consumer behaviour : an international research review
1
Journal of hospitality & tourism research : JHTR ; the professional journal of the Council on Hotel, Restaurant, and Institutional Education
1
Journal of hospitality marketing & management
1
Journal of strategic marketing
1
Managing service quality : MSQ ; an international journal
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Psychology & marketing
1
The journal of services marketing
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ECONIS (ZBW)
14
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1
The customer is often wrong : investigating the influence of customer failures and apologies on frontline service employee well-being
Robertson, Nichola
;
Rotman, Jeffrey
;
MacQuilken, Lisa
; …
- In:
Psychology & marketing
40
(
2023
)
4
,
pp. 825-844
Persistent link: https://www.econbiz.de/10014290864
Saved in:
2
Frontline health professionals' perceptions of their adaptive competences in service recovery
MacQuilken, Lisa
;
Robertson, Nichola
;
Abbas, Ghassan
; …
- In:
Journal of strategic marketing
28
(
2020
)
1
,
pp. 70-94
Persistent link: https://www.econbiz.de/10012202795
Saved in:
3
Recovering from other-customer-caused failure : the effect on focal customer complaining
MacQuilken, Lisa
;
Robertson, Nichola
;
Polonsky, Michael J.
- In:
Journal of hospitality marketing & management
26
(
2017
)
1
,
pp. 83-104
Persistent link: https://www.econbiz.de/10011669673
Saved in:
4
Geysers or bubbling hot springs? : a cross-cultural examination of customer rage from Eastern and Western perspectives
Patterson, Paul G.
;
Brady, Michael K.
;
McColl-Kennedy, …
- In:
Journal of service research : JSR
19
(
2016
)
3
,
pp. 243-259
Persistent link: https://www.econbiz.de/10011665370
Saved in:
5
Unpacking customer rage elicitation : a dynamic model
Surachartkumtonkun, Jiraporn
;
McColl-Kennedy, Janet R.
; …
- In:
Journal of service research : JSR
18
(
2015
)
2
,
pp. 177-192
Persistent link: https://www.econbiz.de/10011283710
Saved in:
6
Who chose this restaurant anyway? : the effect of responsibility for choice, guarantees, and failure stability on customer complaining
MacQuilken, Lisa
;
Robertson, Nichola
- In:
Journal of hospitality & tourism research : JHTR ; the …
37
(
2013
)
4
,
pp. 537-562
Persistent link: https://www.econbiz.de/10010206596
Saved in:
7
Customer rage back-story : linking needs-based cognitive appraisal to service failure type
Surachartkumtonkun, Jiraporn
;
Patterson, Paul G.
; …
- In:
Journal of retailing
89
(
2013
)
1
,
pp. 72-87
Persistent link: https://www.econbiz.de/10009732740
Saved in:
8
Consumer complaints and recovery through guaranteeing self-service technology
Robertson, Nichola
;
MacQuilken, Lisa
;
Kandampully, Jay
- In:
Journal of consumer behaviour : an international …
11
(
2012
)
1
,
pp. 21-30
Persistent link: https://www.econbiz.de/10009508885
Saved in:
9
An extended service recovery model : the moderating impact of temporal sequence of events
Prasongsukarn, Kriengsin
;
Patterson, Paul G.
- In:
The journal of services marketing
26
(
2012
)
7
,
pp. 510-520
Persistent link: https://www.econbiz.de/10009672300
Saved in:
10
Self-service technology complaint channel choice : exploring consumers' motives
Robertson, Nichola
- In:
Managing service quality : MSQ ; an international journal
22
(
2012
)
2
,
pp. 145-164
Persistent link: https://www.econbiz.de/10009534129
Saved in:
11
The influence of guarantees, active requests to voice and failure severity on customer complaint behavior
MacQuilken, Lisa
;
Robertson, Nichola
- In:
International journal of hospitality management
30
(
2011
)
4
,
pp. 953-962
Persistent link: https://www.econbiz.de/10009242071
Saved in:
12
Customer rage episodes : emotions, expressions and behaviors
McColl-Kennedy, Janet R.
;
Patterson, Paul G.
;
Smith, Amy K.
- In:
Journal of retailing
85
(
2009
)
2
,
pp. 222-237
Persistent link: https://www.econbiz.de/10003870743
Saved in:
13
Customer rage : triggers, tipping points, and take-outs
Patterson, Paul G.
;
McColl-Kennedy, Janet R.
;
Smith, Amy K.
- In:
California management review
52
(
2009/10
)
1
,
pp. 6-28
Persistent link: https://www.econbiz.de/10003960175
Saved in:
14
Predicting the likelihood of voiced complaints in the self-service technology context
Robertson, Nichola
;
Shaw, Robin N.
- In:
Journal of service research : JSR
12
(
2009/10
)
1
,
pp. 100-116
Persistent link: https://www.econbiz.de/10003878851
Saved in:
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