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~person:"Robertson, Nichola"
~person:"Tsarenko, Yelena"
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Beschwerdemanagement
16
Complaint management
16
Consumer behaviour
11
Dienstleistungsqualität
11
Konsumentenverhalten
11
Service quality
11
Customer satisfaction
7
Kundenzufriedenheit
7
Customer service
6
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6
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4
Australien
4
Beziehungsmarketing
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Intelligenz
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Restaurant industry
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Selbstbedienung
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Self-service
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well-being
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1
Competence
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Fine-dining restaurant
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16
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Robertson, Nichola
Tsarenko, Yelena
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
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
Patterson, Paul G.
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
4
International journal of hospitality management
2
European journal of marketing : EJM
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 marketing management : MM
1
Journal of service research
1
Journal of strategic marketing
1
Managing service quality : MSQ ; an international journal
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Psychology & marketing
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The journal of services marketing
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ECONIS (ZBW)
16
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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
Human staff vs. service robot vs. fellow customer : does it matter who helps your customer following a service failure incident?
Ho, Ting Hin
;
Tojib, Dewi
;
Tsarenko, Yelena
- In:
International journal of hospitality management
87
(
2020
),
pp. 1-10
Persistent link: https://www.econbiz.de/10012241791
Saved in:
4
Reclaiming the future : understanding customer forgiveness of service transgressions
Tsarenko, Yelena
;
Strizhakova, Yuliya
;
Otnes, Cele
- In:
Journal of service research
22
(
2019
)
2
,
pp. 139-155
Persistent link: https://www.econbiz.de/10012007424
Saved in:
5
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:
6
The positive effects of customers’ power on their behavioral responses after service failure
Sembada, Agung
;
Tsarenko, Yelena
;
Tojib, Dewi
- In:
Journal of service research : JSR
19
(
2016
)
3
,
pp. 337-351
Persistent link: https://www.econbiz.de/10011665459
Saved in:
7
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:
8
Coping with service failures : the role of emotional intelligence, self-efficacy and intention to complain
Tsarenko, Yelena
;
Strizhakova, Yuliya
- In:
European journal of marketing : EJM
47
(
2013
)
1/2
,
pp. 71-92
Persistent link: https://www.econbiz.de/10009718551
Saved in:
9
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:
10
"I'm mad and I can't get that service failure off my mind" : coping and rumination as mediators of anger effects on customer intentions
Strizhakova, Yuliya
;
Tsarenko, Yelena
;
Ruth, Julie A.
- In:
Journal of service research : JSR
15
(
2012
)
4
,
pp. 414-429
Persistent link: https://www.econbiz.de/10009673023
Saved in:
11
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:
12
The role of personality characteristics and service failure severity in sonsumer forgiveness and service autcomes
Tsarenko, Yelena
;
Tojib, Dewi
- In:
Journal of marketing management : MM
28
(
2012
)
9/10
,
pp. 1217-1239
Persistent link: https://www.econbiz.de/10009615184
Saved in:
13
Emotional intelligence as a moderator of coping strategies and service outcomes in circumstances of service failure
Gabbott, Mark
;
Tsarenko, Yelena
;
Mok, Wai Hoe
- In:
Journal of service research : JSR
14
(
2011
)
2
,
pp. 234-248
Persistent link: https://www.econbiz.de/10009266738
Saved in:
14
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:
15
A transactional model of forgiveness in the service failure context : a customer-driven approach
Tsarenko, Yelena
;
Tojib, Dewi Rooslani
- In:
The journal of services marketing
25
(
2011
)
5
,
pp. 381-392
Persistent link: https://www.econbiz.de/10009272204
Saved in:
16
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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