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~subject:"Service quality"
~subject:"Service recovery"
~isPartOf:"Service business"
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Search: subject_exact:"Complaint management"
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Service quality
Service recovery
Beschwerdemanagement
20
Complaint management
20
Customer satisfaction
18
Dienstleistungsqualität
18
Kundenzufriedenheit
18
Beziehungsmarketing
10
Relationship marketing
10
Consumer behaviour
9
Konsumentenverhalten
9
Justice
5
Emotion
4
Gerechtigkeit
4
Customer service
3
Kundenservice
3
Satisfaction
3
Service failure
3
South Korea
3
Südkorea
3
Viral marketing
3
Virales Marketing
3
Cognition
2
Complaint handling
2
Customer integration
2
Dienstleistungsberufe
2
Ethiopia
2
Kognition
2
Kundenintegration
2
Leistungsmotivation
2
Mobile communications
2
Mobilkommunikation
2
Selbstbedienung
2
Self-service
2
Service workers
2
Work motivation
2
Äthiopien
2
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Airline
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Melero-Polo, Iguácel
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Bali, Zsofia
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Cambra-Fierro, Jesus
1
Cambra-Fierro, Jesús
1
Chen, WeiWei
1
Cheung, Fung Yi Millissa
1
Costers, Annelies
1
Davoud Nikbin
1
Dorofeev, Nikita
1
Fang, Yu-Hui
1
Hess, Ronald L. <Jr.>
1
Iglesias Argu͏̈elles, Víctor
1
Ishak Ismail
1
Jeon, Aeeun
1
Kenesei, Zsófia
1
Kim, Min-su
1
Kim, Sang-Man
1
Kim, Seo Young
1
Lajante, Mathieu
1
Lee, Hsiao-Ching
1
Lee, Hyun-Woo
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Lee, Jung-hyun
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Li, Chia-Ying
1
Malliga Marimuthu
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Oh, Jae-Young
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Ozkan Tektas, Oznur
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Ro, Heejung
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Sesé, F. Javier
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To, W. M.
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Van Vaerenbergh, Yves
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Van den Broeck, Anja
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Varela Neira, Concepción
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Service business
Journal of business research : JBR
45
International journal of hospitality management
44
Journal of retailing and consumer services
38
The journal of services marketing
30
Journal of hospitality marketing & management
24
Journal of service research : JSR
19
International journal of contemporary hospitality management
17
The service industries journal
16
Journal of the Academy of Marketing Science
15
Services marketing quarterly
11
Journal of hospitality & tourism research : JHTR ; the professional journal of the Council on Hotel, Restaurant, and Institutional Education
10
Journal of service research
10
Managing service quality : MSQ ; an international journal
10
Marketing letters : a journal of research in marketing
10
Psychology & marketing
10
European journal of marketing : EJM
9
Journal of air transport management
9
International journal of quality and service sciences
8
Journal of service management
8
Journal of service theory and practice
8
Journal of service theory and practice : JSTP
8
Journal of strategic marketing
7
Asia Pacific journal of marketing and logistics
6
Journal of travel and tourism marketing
6
Tourism management : research, policies, practice
6
International journal of business and economics
5
Journal of consumer behaviour : an international research review
5
Journal of consumer marketing
5
Journal of marketing
5
Journal of retailing
5
Marketing intelligence & planning
5
Australasian marketing journal
4
Business horizons
4
Cogent business & management
4
Industrial marketing management : the international journal for industrial and high-tech firms
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
Journal of global marketing
4
Journal of marketing management : MM
4
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ECONIS (ZBW)
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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
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:
18
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:
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