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~subject:"Service quality"
~subject:"Online-Handel"
~isPartOf:"Journal of service theory and practice : JSTP"
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Search: subject_exact:"Complaint management"
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Service quality
Online-Handel
Beschwerdemanagement
9
Complaint management
9
Dienstleistungsqualität
8
Customer satisfaction
7
Kundenzufriedenheit
7
Service recovery
5
Consumer behaviour
4
Konsumentenverhalten
4
Beziehungsmarketing
3
Customer service
3
Kundenservice
3
Relationship marketing
3
Service failure
3
Dienstleistungssektor
2
Online retailing
2
Service industry
2
Arbeitsleistung
1
Arbeitsverhalten
1
Attractiveness of alternatives
1
Attributions
1
Betriebsklima
1
Business process management
1
Complaint behaviour
1
Coping
1
Coworker support
1
Credence quality
1
Customer defection
1
Dienstleistung
1
Dienstleistungsmanagement
1
E-retailing industry
1
Emotion
1
Error management
1
Experiment
1
Frontline service employees
1
Gerechtigkeit
1
Guilt
1
Helping behaviours
1
Humour
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8
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Andreassen, Tor Wallin
1
Chang, Chia-Jung
1
Cheng, Yin-Hui
1
Chiew, Tung Moi
1
Chuang, Shih-Chieh
1
Crisafulli, Benedetta
1
Dai, Xujing
1
Ellinger, Alexander E.
1
He, Zhen
1
Iglesias Argu͏̈elles, Víctor
1
Kleinaltenkamp, Michael
1
Lervik-Olsen, Line
1
Li, Chia-Ying
1
Liao, Ya-Wei
1
Mathies, Christine
1
Mothersbaugh, David L.
1
Reynolds, Kristy E.
1
Shin, Hyunju
1
Singh, Jaywant
1
Streukens, Sandra
1
Varela-Neira, Conceptión
1
Vázquez Casielles, Rodolfo
1
Zhang, Min
1
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Journal of service theory and practice : JSTP
Journal of business research : JBR
47
International journal of hospitality management
44
Journal of retailing and consumer services
37
The journal of services marketing
30
Journal of hospitality marketing & management
28
Journal of service research : JSR
19
International journal of contemporary hospitality management
18
Service business
18
The service industries journal
16
Journal of the Academy of Marketing Science
15
Journal of service research
11
Managing service quality : MSQ ; an international journal
11
Psychology & marketing
11
Services marketing quarterly
11
Journal of hospitality & tourism research : JHTR ; the professional journal of the Council on Hotel, Restaurant, and Institutional Education
10
Marketing letters : a journal of research in marketing
10
European journal of marketing : EJM
9
Journal of air transport management
9
Journal of service management
9
International journal of quality and service sciences
8
Journal of service theory and practice
8
Asia Pacific journal of marketing and logistics
7
Journal of strategic marketing
7
Journal of retailing
6
Journal of travel and tourism marketing
6
Business horizons
5
International journal of business and economics
5
International journal of production economics
5
Journal of consumer behaviour : an international research review
5
Journal of consumer marketing
5
Journal of marketing
5
Marketing intelligence & planning
5
Tourism management : research, policies, practice
5
Australasian marketing journal
4
Cogent business & management
4
Industrial marketing management : the international journal for industrial and high-tech firms
4
International journal of consumer studies
4
International journal of operations & production management : IJOPM ; the official journal of the European Operations Management Association, EUROMA
4
International journal of services and operations management
4
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1
Employing proactive interaction for service failure prevention to improve customer service experiences
Shin, Hyunju
;
Ellinger, Alexander E.
;
Mothersbaugh, David L.
- In:
Journal of service theory and practice : JSTP
27
(
2017
)
1
,
pp. 164-186
Persistent link: https://www.econbiz.de/10011602742
Saved in:
2
What drives the intention to complain?
Lervik-Olsen, Line
;
Andreassen, Tor Wallin
;
Streukens, …
- In:
Journal of service theory and practice : JSTP
26
(
2016
)
4
,
pp. 406-429
Persistent link: https://www.econbiz.de/10011588794
Saved in:
3
The antecedents and consequences of humour for service : a review and directions for research
Mathies, Christine
;
Chiew, Tung Moi
;
Kleinaltenkamp, Michael
- In:
Journal of service theory and practice : JSTP
26
(
2016
)
2
,
pp. 137-162
Persistent link: https://www.econbiz.de/10011515343
Saved in:
4
Managing online service recovery : procedures, justice and customer satisfaction
Singh, Jaywant
;
Crisafulli, Benedetta
- In:
Journal of service theory and practice : JSTP
26
(
2016
)
6
,
pp. 764-787
Persistent link: https://www.econbiz.de/10011599230
Saved in:
5
Why didn't it work out? : the effects of attributions on the efficacy of recovery strategies
Iglesias Argu͏̈elles, Víctor
;
Varela-Neira, Conceptión
- In:
Journal of service theory and practice : JSTP
25
(
2015
)
6
,
pp. 700-724
Persistent link: https://www.econbiz.de/10011392207
Saved in:
6
Guilt no longer a sin : the effect of guilt in the service recovery paradox
Cheng, Yin-Hui
;
Chang, Chia-Jung
;
Chuang, Shih-Chieh
; …
- In:
Journal of service theory and practice : JSTP
25
(
2015
)
6
,
pp. 836-853
Persistent link: https://www.econbiz.de/10011392444
Saved in:
7
An empirical investigation of service recovery in e-retailing : an operations management perspective
Zhang, Min
;
Dai, Xujing
;
He, Zhen
- In:
Journal of service theory and practice : JSTP
25
(
2015
)
3
,
pp. 348-367
Persistent link: https://www.econbiz.de/10011305994
Saved in:
8
Switching barriers and customer retention : why customers dissatisfied with online service recovery remain loyal
Li, Chia-Ying
- In:
Journal of service theory and practice : JSTP
25
(
2015
)
4
,
pp. 370-393
Persistent link: https://www.econbiz.de/10011400714
Saved in:
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