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subject:"Lieferantenmanagement"
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Search: subject_exact:"Complaint management"
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Lieferantenmanagement
Complaint management
1,638
Beschwerdemanagement
1,628
Dienstleistungsqualität
801
Service quality
801
Kundenzufriedenheit
768
Customer satisfaction
767
Beziehungsmarketing
707
Relationship marketing
707
Consumer behaviour
642
Konsumentenverhalten
642
Customer service
348
Kundenservice
348
Service recovery
160
Emotion
144
Service failure
140
Viral marketing
111
Virales Marketing
111
Reklamation
105
service recovery
97
Social Web
96
Social web
96
Deutschland
94
Germany
91
Justice
91
USA
91
United States
90
Gerechtigkeit
87
service failure
87
Dienstleistungssektor
82
Service industry
80
Kundenmanagement
73
Online retailing
72
Online-Handel
72
Theorie
72
Theory
72
Mobile communications
69
Mobilkommunikation
69
Einzelhandel
51
Retail trade
51
Gastronomie
50
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12
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1
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Article
30
Book / Working Paper
4
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Article in journal
26
Aufsatz in Zeitschrift
26
Aufsatz im Buch
4
Book section
4
Arbeitspapier
2
Graue Literatur
2
Non-commercial literature
2
Working Paper
2
Bibliografie enthalten
1
Bibliography included
1
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1
Hochschulschrift
1
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1
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1
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English
28
German
6
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All
Ashnai, Bahar
2
Blut, Markus
2
Brock, Christian
2
Evanschitzky, Heiner
2
Gruber, Thorsten
2
Kenning, Peter
2
Naudé, Peter
2
Reppel, Alexander
2
Ahlert, Martin
1
Ahmad, Bilal
1
Akhtar, Nadeem
1
Ammari, Nedra Bahri
1
Baliga, Ashwin J.
1
Benabdallah, Mounia
1
Biswas, Supriya
1
Bolton, Lisa E.
1
Bu, Huimei
1
Bumbacher, Urs
1
Béal, Mathieu
1
Campbell, Colin L.
1
Chang, Chi-ya
1
Chao, Cheng-Min
1
Chawla, Vaibhav
1
Cheng, Bor-Wen
1
Cheng, Yu-chi
1
Chhajed, Dilip
1
Choraria, Sepna
1
Chu, Wujin
1
DiPietro, Robin B.
1
Dobbelstein, Thomas
1
Dyer, Jeffrey H.
1
Ferguson, Jodie L.
1
Ferraro, Carla
1
Fu, Chen-su
1
Ganesh, L. S.
1
Goldfuß, Jürgen W.
1
Gonzalez, Gabriel R.
1
Grégoire, Yany
1
Günter, Bernd
1
Hajmohammd, Sara
1
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Industrial marketing management : the international journal for industrial and high-tech firms
4
The journal of services marketing
2
Asia Pacific journal of marketing and logistics
1
Decision sciences : DS
1
Die Betriebswirtschaft : DBW
1
Gabler-Edition Wissenschaft / Business-to-Business-Marketing
1
Interaktionen im Dienstleistungsbereich
1
International journal of bank marketing
1
International journal of business communication : IJBC ; a publication of the Association of Business Communication
1
International journal of hospitality management
1
International journal of integrated supply management : IJISM
1
International journal of research in marketing : IJRM ; official journal of the European Marketing Academy
1
Journal of business research : JBR
1
Journal of international business studies : JIBS ; an official journal of the Academy of International Business
1
Journal of relationship marketing : innovations & enhancements for customer service, relations & satisfaction
1
Journal of retailing
1
Kundenbindung im Handel
1
Managing service quality : MSQ ; an international journal
1
Marketing letters : a journal of research in marketing
1
Nankai business review international
1
Office of Research working paper / University of Illinois at Urbana-Champaign, College of Commerce and Business Administration
1
Relationship Marketing : Standortbestimmung und Perspektiven ; mit 13 Tabellen
1
Service business
1
Sustainable supply chains : a research-based textbook on operations and strategy
1
The journal of business & industrial marketing
1
The journal of personal selling & sales management : JPSSM
1
Total quality management & business excellence
1
Vision : the journal of business perspective
1
Working paper series : WPS
1
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ECONIS (ZBW)
34
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34
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1
An interactive service recovery framework combining demand and supply approaches
Jin, Dan
;
DiPietro, Robin B.
;
Kim, Kawon Kathy
;
Meng, Fang
- In:
International journal of hospitality management
109
(
2023
),
pp. 1-17
Persistent link: https://www.econbiz.de/10014282502
Saved in:
2
Does polychronicity among sales employees develop B2B service recovery? : a dual assessment through ambidextrous leadership
Ahmad, Bilal
;
Yuan, Jingbo
;
Akhtar, Nadeem
;
Waheed, Abdul
- In:
Asia Pacific journal of marketing and logistics
35
(
2023
)
11
,
pp. 2785-2807
Persistent link: https://www.econbiz.de/10014430285
Saved in:
3
The price of good friendships : examining the roles of relationship norms and perceived controllability in service failure encounters
Li, Zongchao
;
Tao, Weiting
;
Wu, Linwan
- In:
International journal of business communication : IJBC …
60
(
2023
)
1
,
pp. 105-129
Persistent link: https://www.econbiz.de/10014228978
Saved in:
4
Buffering B2B service failure : the role of customer engagement
Sands, Sean
;
Campbell, Colin L.
;
Ferraro, Carla
; …
- In:
Industrial marketing management : the international …
103
(
2022
),
pp. 47-60
Persistent link: https://www.econbiz.de/10013255667
Saved in:
5
Consumer responses to the failure of self-service banking technology : moderating role of failure stability
Ammari, Nedra Bahri
;
Hsouna, Abir
;
Benabdallah, Mounia
; …
- In:
International journal of bank marketing
40
(
2022
)
3
,
pp. 458-483
Persistent link: https://www.econbiz.de/10013396357
Saved in:
6
Service failure and recovery in B2B markets : a morphological analysis
Baliga, Ashwin J.
;
Chawla, Vaibhav
;
Sunder M., Vijaya
; …
- In:
Journal of business research : JBR
131
(
2021
),
pp. 763-781
Persistent link: https://www.econbiz.de/10012545044
Saved in:
7
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:
8
The effects of relationship length on customer profitability after a service recovery
Béal, Mathieu
;
Sabadie, William
;
Grégoire, Yany
- In:
Marketing letters : a journal of research in marketing
30
(
2019
)
3/4
,
pp. 293-305
Persistent link: https://www.econbiz.de/10012144812
Saved in:
9
Does service recovery affect satisfaction and loyalty? : an empirical study of medical device suppliers
Chao, Cheng-Min
;
Cheng, Bor-Wen
- In:
Total quality management & business excellence
30
(
2019
)
12
,
pp. 1350-1366
Persistent link: https://www.econbiz.de/10012199846
Saved in:
10
Buyer-supplier negotiations following reported delivery failure : a conceptual framework
Srivastava, B. N.
;
Joshi, Chetan
;
Sett, Rahul Kumar
-
2012
Persistent link: https://www.econbiz.de/10009697099
Saved in:
11
Improving social and environmental performance in global supply chains
Lee, Hau Leung
;
Rammohan, Sonali V.
- In:
Sustainable supply chains : a research-based textbook …
,
(pp. 439-464)
.
2017
Persistent link: https://www.econbiz.de/10011536211
Saved in:
12
Stockout recovery under consignment : the role of inventory ownership in supply chains
Xu, Kefeng
;
Yin, Rui
;
Yan, Dong
- In:
Decision sciences : DS
47
(
2016
)
1
,
pp. 94-124
Persistent link: https://www.econbiz.de/10011496965
Saved in:
13
Conceptional study of relationship signals in the IT services sector in India
Biswas, Supriya
- In:
Journal of relationship marketing : innovations & …
15
(
2016
)
3
,
pp. 154-171
Persistent link: https://www.econbiz.de/10011633624
Saved in:
14
Toward service recovery strategies : the role of consumer-organization relationship norms
Hur, Jungyun
;
Jang, Soocheong
- In:
The journal of services marketing
30
(
2016
)
7
,
pp. 724-735
Persistent link: https://www.econbiz.de/10011590917
Saved in:
15
The mediating roles of renqing and ganqing in Chinese relationship marketing
Zhou, Xinhua
;
Shi, Guicheng
;
Liu, Matthew Tingchi
;
Bu, …
- In:
Nankai business review international
6
(
2015
)
2
,
pp. 156-176
Persistent link: https://www.econbiz.de/10011376679
Saved in:
16
How does corporate social responsibility affect consumer response to service failure in buyer-seller relationships?
Bolton, Lisa E.
;
Mattila, Anna S.
- In:
Journal of retailing
91
(
2015
)
1
,
pp. 140-153
Persistent link: https://www.econbiz.de/10010500739
Saved in:
17
Exploring service failure in a business-to-business context
Zhu, Xia
;
Zolkiewski, Judy
- In:
The journal of services marketing
29
(
2015
)
5
,
pp. 367-379
Persistent link: https://www.econbiz.de/10011387791
Saved in:
18
Does relationship matter? : customers' response to service failure
Tsai, Chia-ching
;
Yang, Yung-kai
;
Cheng, Yu-chi
- In:
Managing service quality : MSQ ; an international journal
24
(
2014
)
2
,
pp. 139-159
Persistent link: https://www.econbiz.de/10010254024
Saved in:
19
Exploring the role of negative emotions on customer's intention to complain
Choraria, Sepna
- In:
Vision : the journal of business perspective
17
(
2013
)
3
,
pp. 201-211
Persistent link: https://www.econbiz.de/10010357662
Saved in:
20
Returns management in a business-to-business context : its impact on customer satisfaction
Vachon, Stephan
;
Hajmohammd, Sara
;
Patry, Karine
- In:
International journal of integrated supply management : …
8
(
2013
)
4
,
pp. 173-192
Persistent link: https://www.econbiz.de/10010359673
Saved in:
21
Identifying failure recovery strategies for paper industrial suppliers
Wu, Wann-Yih
;
Hou, Ya-chung
;
Fu, Chen-su
;
Chang, Chi-ya
- In:
Industrial marketing management : the international …
42
(
2013
)
8
,
pp. 1233-1244
Persistent link: https://www.econbiz.de/10010227765
Saved in:
22
Satisfaction with complaint handling : a replication study on its determinants in a business-to-business context
Brock, Christian
;
Blut, Markus
;
Evanschitzky, Heiner
; …
- In:
International journal of research in marketing : IJRM ; …
30
(
2013
)
3
,
pp. 319-322
Persistent link: https://www.econbiz.de/10009779946
Saved in:
23
Customer response to dissatisfaction : a synthesis of literature and conceptual framework
Ferguson, Jodie L.
;
Johnston, Wesley J.
- In:
Industrial marketing management : the international …
40
(
2011
)
1
,
pp. 118-127
Persistent link: https://www.econbiz.de/10008907883
Saved in:
24
Creating trust in piranha-infested waters : the confluence of buyer, supplier and host country contexts
Zaheer, Akbar
;
Kamal, Darcy K. Fudge
- In:
Journal of international business studies : JIBS ; an …
42
(
2011
)
1
,
pp. 48-55
Persistent link: https://www.econbiz.de/10008909589
Saved in:
25
Beschwerdemanagement im B2B-Sektor: Replikation und Erweiterung
Brock, Christian
;
Blut, Markus
;
Evanschitzky, Heiner
; …
- In:
Die Betriebswirtschaft : DBW
70
(
2010
)
1
,
pp. 27-41
Persistent link: https://www.econbiz.de/10003929430
Saved in:
26
Sales organization recovery management and relationship selling : a conceptual model and empirical test
Gonzalez, Gabriel R.
;
Hoffman, K. Douglas
;
Ingram, Thomas N.
- In:
The journal of personal selling & sales management : JPSSM
30
(
2010
)
3
,
pp. 223-237
Persistent link: https://www.econbiz.de/10008647388
Saved in:
27
Complaint resolution management expectations in an asymmetric business-to-business context
Gruber, Thorsten
;
Henneberg, Stephan
;
Ashnai, Bahar
; …
- In:
The journal of business & industrial marketing
25
(
2010
)
5
,
pp. 360-371
Persistent link: https://www.econbiz.de/10008655577
Saved in:
28
Complaint management expectations : an online laddering analysis of small versus large firms
Henneberg, Stephan C.
;
Gruber, Thorsten
;
Reppel, Alexander
- In:
Industrial marketing management : the international …
38
(
2009
)
6
,
pp. 584-598
Persistent link: https://www.econbiz.de/10003889402
Saved in:
29
Gewinn durch Reklamation : die richtige Strategie gegenüber Lieferanten ; [Reklamationsverhandlungen mit Lieferanten]
Goldfuß, Jürgen W.
-
2009
Persistent link: https://www.econbiz.de/10003843917
Saved in:
30
Die Beendigung von Geschäftsbeziehungen aus Anbietersicht
Günter, Bernd
;
Helm, Sabrina
- In:
Relationship Marketing : Standortbestimmung und …
,
(pp. 45-70)
.
2002
Persistent link: https://www.econbiz.de/10001703243
Saved in:
31
An integrated product returns model with logistics and marketing coordination
Yalabik, Baris
;
Petruzzi, Nicholas C.
;
Chhajed, Dilip
-
2001
Persistent link: https://www.econbiz.de/10001640596
Saved in:
32
Konfliktentstehung und -eskalation in der Dienstleistungsinteraktion
Bumbacher, Urs
- In:
Interaktionen im Dienstleistungsbereich
,
(pp. 405-432)
.
2001
Persistent link: https://www.econbiz.de/10001555442
Saved in:
33
Beschwerde- und Reklamationsmanagement: Analyse und Maßnahmen dargestellt am Beispiel des Möbelhandels
Dobbelstein, Thomas
- In:
Kundenbindung im Handel
,
(pp. 283-314)
.
1999
Persistent link: https://www.econbiz.de/10001440153
Saved in:
34
Selektion von Informationen über Kundenzufriedenheit
Platzek, Thomas
-
1998
Persistent link: https://www.econbiz.de/10000676167
Saved in:
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