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isPartOf:"International journal of quality and service sciences"
~isPartOf:"International journal of consumer studies"
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Search: subject_exact:"Complaint management"
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Beschwerdemanagement
19
Complaint management
19
Consumer behaviour
12
Konsumentenverhalten
12
Dienstleistungsqualität
11
Service quality
11
Customer satisfaction
9
Kundenzufriedenheit
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consumer complaint behaviour
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service failure
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trust
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Donoghue, Suné
3
De Klerk, Helena M.
2
Strydom, Nina
2
Svari, Sander
2
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2
Ahasanul Haque
1
Andreassen, Tor Wallin
1
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Arun Kumar Tarofder
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Jose, Ajay
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Koivunen, Tuija
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Lee, Seul
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International journal of quality and service sciences
International journal of consumer studies
Journal of business research : JBR
70
International journal of hospitality management
55
Journal of retailing and consumer services
43
The journal of services marketing
43
Journal of hospitality marketing & management
31
Journal of service research : JSR
31
The service industries journal
27
International journal of contemporary hospitality management
20
Journal of the Academy of Marketing Science
20
Service business
20
Psychology & marketing
16
European journal of marketing : EJM
15
Journal of retailing
15
SpringerLink / Bücher
15
Journal of service management
14
Managing service quality : MSQ ; an international journal
14
Journal of hospitality & tourism research : JHTR ; the professional journal of the Council on Hotel, Restaurant, and Institutional Education
13
Services marketing quarterly
13
Journal of air transport management
12
Journal of consumer behaviour : an international research review
12
Journal of marketing
12
Marketing letters : a journal of research in marketing
12
Journal of service research
11
Journal of marketing management : MM
10
Ilmenauer Schriften zur Betriebswirtschaftslehre
9
Journal of service theory and practice
9
Journal of service theory and practice : JSTP
9
Asia Pacific journal of marketing and logistics
8
Business horizons
8
Erfolgreiches Beschwerdemanagement : Wege zu Prozessverbesserungen und Kundenzufriedenheit
8
International journal of production economics
8
Journal of strategic marketing
8
Journal of travel and tourism marketing
8
Tourism management : research, policies, practice
8
Marketing intelligence & planning
7
Reihe: Wissenschaftliche Arbeitspapiere / W / Institut für Marktorientierte Unternehmensführung, Universität Mannheim
7
Total quality management & business excellence : an official journal of the European Society for Organisational Excellence
7
Cogent business & management
6
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ECONIS (ZBW)
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1
Service failure and service recovery : a hybrid review and research agenda
Sahaf, Taiba Musadiq
;
Fazili, Asif Iqbal
- In:
International journal of consumer studies
48
(
2024
)
1
,
pp. 1-45
Persistent link: https://www.econbiz.de/10014465453
Saved in:
2
What drives customer engagement after a service failure? : the moderating role of customer trust
Honora, Andreawan
;
Chih, Wen-Hai
;
Ortiz, Jaime
- In:
International journal of consumer studies
47
(
2023
)
5
,
pp. 1714-1732
Persistent link: https://www.econbiz.de/10014335594
Saved in:
3
The role of switching cost in the e-service recovery framework among banking customers
Jose, Ajay
;
Mathew, Sonia
;
Rejikumar G.
;
Chacko, Dony Peter
- In:
International journal of quality and service sciences
14
(
2022
)
1
,
pp. 86-109
Persistent link: https://www.econbiz.de/10012884465
Saved in:
4
Service recovery in unaffected consumers : evidence of a recovery paradox
Wardley, Marcus
- In:
International journal of quality and service sciences
14
(
2022
)
1
,
pp. 121-132
Persistent link: https://www.econbiz.de/10012884467
Saved in:
5
Understanding negative emotions in services through teleological actions
Padin, Carmen
;
Svensson, Göran
- In:
International journal of quality and service sciences
9
(
2017
)
1
,
pp. 67-84
Persistent link: https://www.econbiz.de/10011650515
Saved in:
6
Differences between Black and White South Africans in product failure attributions, anger and complaint behaviour
Donoghue, Suné
;
Strydom, Nina
;
Andrews, Lynda
; …
- In:
International journal of consumer studies
40
(
2016
)
3
,
pp. 257-267
Persistent link: https://www.econbiz.de/10011523494
Saved in:
7
The mediating influence of service failure explanation on customer repurchase intention through customers satisfaction
Arun Kumar Tarofder
;
Nikhashemi, Seyed Rajab
;
Azam, S. …
- In:
International journal of quality and service sciences
8
(
2016
)
4
,
pp. 516-535
Persistent link: https://www.econbiz.de/10011641344
Saved in:
8
Consumers' subjective and objective consumerism knowledge and subsequent complaint behaviour concerning consumer electronics : a South African perspective
Donoghue, Suné
;
Oordt, Chanelle van
;
Strydom, Nina
- In:
International journal of consumer studies
40
(
2016
)
4
,
pp. 385-399
Persistent link: https://www.econbiz.de/10011593307
Saved in:
9
Consumer trust relations with payment cards and banks : an exploratory study
Koivunen, Tuija
;
Tuorila, Helena
- In:
International journal of consumer studies
39
(
2015
)
2
,
pp. 85-93
Persistent link: https://www.econbiz.de/10011299586
Saved in:
10
A cross-cultural perspective on consumer perceptions of service failures' severity : a pilot study
Zourrig, Haithem
;
El Hedhli, Kamel
;
Chebat, Jean-Charles
- In:
International journal of quality and service sciences
6
(
2014
)
4
,
pp. 238-257
Persistent link: https://www.econbiz.de/10010469104
Saved in:
11
Perceived justice in South African airline and hospital industries : measurement model
DeMeyer, Christine F.
;
Petzer, Daniel J.
;
Svari, Sander
; …
- In:
International journal of quality and service sciences
5
(
2013
)
2
,
pp. 120-139
Persistent link: https://www.econbiz.de/10009768462
Saved in:
12
The antecedents of complaint behaviour for Brazilian and French consumers of services
Matos, Celso Augusto de
;
Leis, Rodrigo Pinto
- In:
International journal of consumer studies
37
(
2013
)
3
,
pp. 327-336
Persistent link: https://www.econbiz.de/10009752215
Saved in:
13
Consumer complaint channel choice in online and offline purchases
Lee, Seul
;
Cude, Brenda J.
- In:
International journal of consumer studies
36
(
2012
)
1
,
pp. 90-96
Persistent link: https://www.econbiz.de/10009491760
Saved in:
14
The role of emotions in customer complaint behaviors
Svari, Sander
;
Olsen, Lars Erling
- In:
International journal of quality and service sciences
4
(
2012
)
3
,
pp. 270-282
Persistent link: https://www.econbiz.de/10009655249
Saved in:
15
Trying to complain : the impact of self-referencing on complaining intentions
Hansen, Ha°vard
;
Samuelsen, Bendik M.
;
Andreassen, Tor …
- In:
International journal of consumer studies
35
(
2011
)
4
,
pp. 375-382
Persistent link: https://www.econbiz.de/10009242225
Saved in:
16
Modelling the service antecedents of favourable and unfavourable behaviour intentions in life insurance services in India : an SEM study
Gera, Rajat
- In:
International journal of quality and service sciences
3
(
2011
)
2
,
pp. 225-242
Persistent link: https://www.econbiz.de/10009299618
Saved in:
17
A simplified lean method to capture customer voice
Teehan, Robert
;
Tucker, Walter
- In:
International journal of quality and service sciences
2
(
2010
)
2
,
pp. 175-188
Persistent link: https://www.econbiz.de/10003996738
Saved in:
18
The right to be heard and to be understood : a conceptual framework for consumer protection in emerging economies
Donoghue, Suné
;
De Klerk, Helena M.
- In:
International journal of consumer studies
33
(
2009
)
4
,
pp. 456-467
Persistent link: https://www.econbiz.de/10003865173
Saved in:
19
The importance of understanding different complaint themes' impact on commitment
Bunker, Matthew P.
- In:
International journal of consumer studies
32
(
2008
)
6
,
pp. 628-632
Persistent link: https://www.econbiz.de/10003781889
Saved in:
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