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~person:"Robertson, Nichola"
~person:"Zaugg, Alexandra Daniela"
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Search: subject_exact:"Complaint management"
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Beschwerdemanagement
14
Complaint management
14
Consumer behaviour
10
Konsumentenverhalten
10
Schweiz
5
Switzerland
5
Beziehungsmarketing
4
Customer satisfaction
4
Dienstleistungsqualität
4
Kundenzufriedenheit
4
Relationship marketing
4
Service quality
4
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3
Australien
3
E-commerce
3
Electronic Commerce
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Gastronomie
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Internet
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Restaurant industry
3
Selbstbedienung
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Self-service
3
Telecommunications industry
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Telekommunikationssektor
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Customer service
2
Kundenservice
2
Rationality
2
Rationalität
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Arbeitszufriedenheit
1
Comparison
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Competence
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Cost-benefit analysis
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Cultural identity
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Dienstleistungsberufe
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Empirical method
1
Empirische Methode
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Fine-dining restaurant
1
Frontline health professionals
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Garantie
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Gerechtigkeit
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Gesundheitsberufe
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10
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Robertson, Nichola
Zaugg, Alexandra Daniela
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
Patterson, Paul G.
6
Schöler, Andreas
6
Wan, Lisa C.
6
Weber, Karin
6
Baker, Melissa A.
5
Baker, Thomas L.
5
Beatty, Sharon E.
5
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Working papers / Institut für Wirtschaftsinformatik der Universität Bern
5
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 service research : JSR
1
Journal of strategic marketing
1
Managing service quality : MSQ ; an international journal
1
Psychology & marketing
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ECONIS (ZBW)
14
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1
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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
Beschwerdefördernde Gestaltung von Online-Beschwerdemöglichkeiten
Gubelmann, Patrick
;
Adi, Daniel
;
Borean, Alessandro
; …
-
2007
Persistent link: https://www.econbiz.de/10003791538
Saved in:
5
Kulturelle Unterschiede im Beschwerdeverhalten : ein Vergleich zwischen Deutschschweiz und Romandie
Müller, Yvonne
;
Zaugg, Alexandra Daniela
;
Dubois, Julien
; …
-
2007
Persistent link: https://www.econbiz.de/10003791539
Saved in:
6
Entscheiden sich Beschwerdeführer auf Grund von Kosten-Nutzen-Überlegungen für den Online-Beschwerdekanal? : Beschwerdekanalwahl als rationale Entscheidung
Gubelmann, Patrick
;
Zaugg, Alexandra Daniela
;
Bach, Jonas
; …
-
2007
Persistent link: https://www.econbiz.de/10003791791
Saved in:
7
Online complaint management @Swisscom : a case study
Zaugg, Alexandra Daniela
(
contributor
)
-
2007
Persistent link: https://www.econbiz.de/10003791818
Saved in:
8
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:
9
Der Einfluss von Kundenbindung auf das kanalspezifische Informations- und Beschwerdeverhalten
Zaugg, Alexandra Daniela
(
contributor
); …
-
2006
Persistent link: https://www.econbiz.de/10003471182
Saved in:
10
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:
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 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:
13
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:
14
Why do consumers use the internet for complaining to the company? : determinants explaining the propensity to complain online
Zaugg, Alexandra Daniela
-
2008
Persistent link: https://www.econbiz.de/10003919873
Saved in:
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