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Beschwerdemanagement
70
Complaint management
70
Customer satisfaction
45
Dienstleistungsqualität
45
Kundenzufriedenheit
45
Service quality
45
Beziehungsmarketing
38
Consumer behaviour
38
Konsumentenverhalten
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Relationship marketing
38
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22
Service recovery
20
Customer service
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Emotion
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Chebat, Jean-Charles
4
Balaji, M. S.
3
Grégoire, Yany
2
Gäthke, Jana
2
Huang, Minxue
2
Hutzinger, Clemens
2
Kasnakoglu, Berna Tari
2
Krishnan, Balaji C.
2
Salo, Jari
2
Sengupta, Aditi Sarkar
2
Tsang, Alex S. L.
2
Varnali, Kaan
2
Weitzl, Wolfgang
2
Yılmaz, Çengiz
2
Zhou, Nan
2
Zhou, Yuanyuan
2
Aghazadeh, Hashem
1
Ahmed, Zafar U.
1
Alamanos, Eleftherios
1
Alatalo, Sari
1
Ali, Faizan
1
Armirotto, Vincent
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Arora, Swapan Deep
1
Arsenovic, Jasenko
1
Azab, Carol
1
Azemi, Yllka
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Bacile, Todd J.
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Bagozzi, Richard P.
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Baker, Melissa A.
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Baliga, Ashwin J.
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Bian, Xuemei
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Bose, Sunny
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Béal, Mathieu
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Journal of business research : JBR
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
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
SpringerLink / Bücher
12
Journal of service research
11
International journal of consumer studies
10
Journal of marketing management : MM
10
International journal of quality and service sciences
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
Ilmenauer Schriften zur Betriebswirtschaftslehre
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
Would you forgive me? : from perceived justice and complaint handling to customer forgiveness and brand credibility-symmetrical and asymmetrical perspectives
Ali, Faizan
;
El-Manstrly, Dahlia
;
Ghazanfar Ali Abbasi
- In:
Journal of business research : JBR
166
(
2023
),
pp. 1-15
Persistent link: https://www.econbiz.de/10014368203
Saved in:
2
Coping, rumination, and electronic word-of-mouth : segmenting consumer responses to service failure via fuzzy clustering
Gonnon, Martin
;
Taheri, Babak
;
Disegna, Marta
;
Prayag, …
- In:
Journal of business research : JBR
166
(
2023
),
pp. 1-15
Persistent link: https://www.econbiz.de/10014380316
Saved in:
3
A time(ly) perspective of the service recovery paradox : how organizational learning moderates follow-up recovery effects
Lunardo, Renaud
;
Cusin, Julien
;
Flacandji, Michaël
- In:
Journal of business research : JBR
166
(
2023
),
pp. 1-14
Persistent link: https://www.econbiz.de/10014380317
Saved in:
4
Mitigating immediate and lagged effects of customer mistreatment on service failure and sabotage : critical roles of service recovery behaviors
Wang, I-An
;
Chen, Pei-Chi
;
Chi, Nai-Wen
- In:
Journal of business research : JBR
154
(
2023
),
pp. 1-17
Persistent link: https://www.econbiz.de/10013468630
Saved in:
5
Service failures in times of crisis : an analysis of eWOM emotionality
Gerrath, Maximilian H. E. E.
;
Mafael, Alexander
; …
- In:
Journal of business research : JBR
154
(
2023
),
pp. 1-12
Persistent link: https://www.econbiz.de/10013468762
Saved in:
6
Can beauty save service failures? : the role of recovery employees' physical attractiveness in the tourism industry
Li, Yaoqi
;
Zhang, Chun
;
Fang, Shujie
- In:
Journal of business research : JBR
141
(
2022
),
pp. 100-110
Persistent link: https://www.econbiz.de/10013167959
Saved in:
7
Beyond anger : a neutralization perspective of customer revenge
Yang, Chaofan
;
Sun, Yongqiang
;
Shen, Xiao-Liang
- In:
Journal of business research : JBR
146
(
2022
),
pp. 363-374
Persistent link: https://www.econbiz.de/10013271411
Saved in:
8
The effect of the valence of forgiveness to service recovery strategies and service outcomes in food delivery apps
Kaur, Puneet
;
Talwar, Shalini
;
Islam, Nazrul
;
Salo, Jari
; …
- In:
Journal of business research : JBR
147
(
2022
),
pp. 142-157
Persistent link: https://www.econbiz.de/10013271481
Saved in:
9
Engaging the avatar : the effects of authenticity signals during chat-based service recoveries
Esmark Jones, Carol L.
;
Hancock, Tyler
;
Kazandjian, Brett
; …
- In:
Journal of business research : JBR
144
(
2022
),
pp. 703-716
Persistent link: https://www.econbiz.de/10013185032
Saved in:
10
Consumer-brand relationship : a brand hate perspective
Roy, Sanjit
;
Sharma, Apurv
;
Bose, Sunny
;
Gaganpreet Singh
- In:
Journal of business research : JBR
144
(
2022
),
pp. 1293-1304
Persistent link: https://www.econbiz.de/10013185103
Saved in:
11
The impact of negative customer engagement on market-based assets and financial performance
Rahman, Mahabubur
;
Faroque, Anisur Rahman
;
Sakka, Georgia
; …
- In:
Journal of business research : JBR
138
(
2022
),
pp. 422-435
Persistent link: https://www.econbiz.de/10013197867
Saved in:
12
Effects of online commercial friendships on customer revenge following a service failure
Fu, Xiaorong
;
Pang, Jing
;
Gursoy, Dogan
- In:
Journal of business research : JBR
153
(
2022
),
pp. 102-114
Persistent link: https://www.econbiz.de/10013533975
Saved in:
13
Is service recovery of equal importance for private vs public complainers?
Béal, Mathieu
;
Suri, Anshu
;
Nguyen, Nguyen
;
Grégoire, Yany
- In:
Journal of business research : JBR
153
(
2022
),
pp. 392-400
Persistent link: https://www.econbiz.de/10013534061
Saved in:
14
Public complaining : a blessing in disguise? : educational calling as a benevolent process that gives consumers voice on brands’ social media
Siret, Iris
;
Sabadie, William
- In:
Journal of business research : JBR
150
(
2022
),
pp. 476-490
Persistent link: https://www.econbiz.de/10013365746
Saved in:
15
No laughing matter, or a secret weapon? : exploring the effect of humor in service failure situations
Kobel, Sarah
;
Gröppel-Klein, Andrea
- In:
Journal of business research : JBR
132
(
2021
),
pp. 260-269
Persistent link: https://www.econbiz.de/10012581605
Saved in:
16
Do they see the signs? : organizational response behavior to customer complaint messages
Janda-Eble, Sergej
;
Polthier, Andreas
;
Kuester, Sabine
- In:
Journal of business research : JBR
137
(
2021
),
pp. 116-127
Persistent link: https://www.econbiz.de/10012665696
Saved in:
17
Justice (is not the same) for all : the role of relationship activity for post-recovery outcomes
Arsenovic, Jasenko
;
De Keyser, Arne
;
Edvardsson, Bo
; …
- In:
Journal of business research : JBR
134
(
2021
),
pp. 342-351
Persistent link: https://www.econbiz.de/10012643777
Saved in:
18
Recover from a service failure : the differential effects of brand betrayal and brand disappointment on an exclusive brand offering
Teck Ming Tan
;
Balaji, M. S.
;
Oikarinen, Eeva-Liisa
; …
- In:
Journal of business research : JBR
123
(
2021
),
pp. 126-139
Persistent link: https://www.econbiz.de/10012430477
Saved in:
19
Intellectual structure of consumer complaining behavior (CCB) research : a bibliometric analysis
Arora, Swapan Deep
;
Chakraborty, Anirban
- In:
Journal of business research : JBR
122
(
2021
),
pp. 60-74
Persistent link: https://www.econbiz.de/10012420340
Saved in:
20
Co-creation of online service recoveries and its effects on complaint bystanders
Hutzinger, Clemens
;
Weitzl, Wolfgang
- In:
Journal of business research : JBR
130
(
2021
),
pp. 525-538
Persistent link: https://www.econbiz.de/10012544868
Saved in:
21
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:
22
A Bit(coin) of happiness after a failure : an empirical examination of the effectiveness of cryptocurrencies as an innovative recovery tool
Nazifi, Amin
;
Murdy, Samantha
;
Marder, Ben
;
Gäthke, Jana
; …
- In:
Journal of business research : JBR
124
(
2021
),
pp. 494-505
Persistent link: https://www.econbiz.de/10012493980
Saved in:
23
Going on a journey : a review of the customer journey literature
Tueanrat, Yanika
;
Papagiannidis, Savvas
;
Alamanos, …
- In:
Journal of business research : JBR
125
(
2021
),
pp. 336-353
Persistent link: https://www.econbiz.de/10012494106
Saved in:
24
The role of the store in managing postpurchase complaints for omnichannel shoppers
Miquel-Romero, Maria-Jose
;
Frasquet Deltoro, Marta
; …
- In:
Journal of business research : JBR
109
(
2020
),
pp. 288-296
Persistent link: https://www.econbiz.de/10012238069
Saved in:
25
Buffering effects of brand community identification in service failures : the role of customer citizenship behaviors
Mandl, Leonhard
;
Hogreve, Jens
- In:
Journal of business research : JBR
107
(
2020
),
pp. 130-137
Persistent link: https://www.econbiz.de/10012156727
Saved in:
26
Customer responses to frontline employee complaining in retail service environments : the role of perceived impropriety
Locander, Jennifer A.
;
White, Allyn
;
Newman, Christopher L.
- In:
Journal of business research : JBR
107
(
2020
),
pp. 315-323
Persistent link: https://www.econbiz.de/10012156764
Saved in:
27
Building trust through a personal touch : consumer response to service failure and recovery of home-sharing
Lu, Lu
;
Cai, Ruiying
;
King, Ceridwyn
- In:
Journal of business research : JBR
117
(
2020
),
pp. 99-111
Persistent link: https://www.econbiz.de/10012285524
Saved in:
28
Profiling (un-)committed online complaints : their characteristics and post-webcare reactions
Weitzl, Wolfgang J.
;
Einwiller, Sabine A.
- In:
Journal of business research : JBR
117
(
2020
),
pp. 740-753
Persistent link: https://www.econbiz.de/10012288097
Saved in:
29
The road to consumer forgiveness is paved with money or apology? : the roles of empathy and power in service recovery
Wei, Chuang
;
Liu, Maggie Wenjing
;
Keh, Hean Tat
- In:
Journal of business research : JBR
118
(
2020
),
pp. 321-334
Persistent link: https://www.econbiz.de/10012288607
Saved in:
30
Paying it forward : the influence of other customer service recovery on future co-creation
Kim, Kawon
;
Baker, Melissa A.
- In:
Journal of business research : JBR
121
(
2020
),
pp. 604-615
Persistent link: https://www.econbiz.de/10012417381
Saved in:
31
The effects of warmth-oriented and competence-oriented service recovery messages on observers on online platforms
Huang, Ran
;
Ha, Sejin
- In:
Journal of business research : JBR
121
(
2020
),
pp. 616-627
Persistent link: https://www.econbiz.de/10012417382
Saved in:
32
When in Rome! : complaint contagion effect in multi-actor service ecosystems
Chen, Ke
;
Chen, Jianxun
;
Zhan, Wu
;
Sharma, Piyush
- In:
Journal of business research : JBR
121
(
2020
),
pp. 628-641
Persistent link: https://www.econbiz.de/10012417383
Saved in:
33
Understanding why anger predicts intention to complain among high but not low power customers : a test of competing models
Min, Hyounae
;
Joireman, Jeff
;
Kim, Hyun Jeong
- In:
Journal of business research : JBR
95
(
2019
),
pp. 93-102
Persistent link: https://www.econbiz.de/10011979790
Saved in:
34
The critical role of customer forgiveness in successful service recovery
Harrison-Walker, L. Jean
- In:
Journal of business research : JBR
95
(
2019
),
pp. 376-391
Persistent link: https://www.econbiz.de/10011980198
Saved in:
35
The entitlement/forgiveness conflict of self-relevant and self-neutral relationships during service failure and recovery
Wolter, Jeremy S.
;
Bacile, Todd J.
;
Smith, Jeffery S.
; …
- In:
Journal of business research : JBR
104
(
2019
),
pp. 233-246
Persistent link: https://www.econbiz.de/10012105015
Saved in:
36
An exploration into the practice of online service failure and recovery strategies in the Balkans
Azemi, Yllka
;
Ozuem, Wilson
;
Howell, Kerry E.
; …
- In:
Journal of business research : JBR
94
(
2019
),
pp. 420-431
Persistent link: https://www.econbiz.de/10011947466
Saved in:
37
Is high recovery more effective than expected recovery in addressing service failure? : a moral judgment perspective
Chen, Tong
;
Ma, Ke
;
Bian, Xuemei
;
Zheng, Chundong
; …
- In:
Journal of business research : JBR
82
(
2018
),
pp. 1-9
Persistent link: https://www.econbiz.de/10011771721
Saved in:
38
Are cynical customers satisfied differently? : role of negative inferred motive and customer participation in service recovery
Balaji, M. S.
;
Jha, Subhash
;
Sengupta, Aditi Sarkar
; …
- In:
Journal of business research : JBR
86
(
2018
),
pp. 109-118
Persistent link: https://www.econbiz.de/10011855231
Saved in:
39
Retailers beware : on denied product returns and consumer behavior
Dailey, Lynn C.
;
Ülkü, M. Ali
- In:
Journal of business research : JBR
86
(
2018
),
pp. 202-209
Persistent link: https://www.econbiz.de/10011855289
Saved in:
40
The determinants of approval of online consumer revenge
Ribeiro, Gisele de Campos
;
Butori, Raphaëlle
;
Le …
- In:
Journal of business research : JBR
88
(
2018
),
pp. 212-221
Persistent link: https://www.econbiz.de/10011869708
Saved in:
41
Speak my language or look like me? - Language and ethnicity in bilingual customer service recovery
Azab, Carol
;
Clark, Terry
- In:
Journal of business research : JBR
72
(
2017
),
pp. 57-68
Persistent link: https://www.econbiz.de/10011645477
Saved in:
42
Co-creating service recovery after service failure : the role of brand equity
Hazée, Simon
;
Van Vaerenbergh, Yves
;
Armirotto, Vincent
- In:
Journal of business research : JBR
74
(
2017
),
pp. 101-109
Persistent link: https://www.econbiz.de/10011675409
Saved in:
43
The effects of marketer- and advocate-initiated online service recovery responses on silent bystanders
Weitzl, Wolfgang
;
Hutzinger, Clemens
- In:
Journal of business research : JBR
80
(
2017
),
pp. 164-175
Persistent link: https://www.econbiz.de/10011771479
Saved in:
44
How do firms benefit from customer complaints?
Yılmaz, Çengiz
;
Varnali, Kaan
;
Kasnakoglu, Berna Tari
- In:
Journal of business research : JBR
69
(
2016
)
2
,
pp. 944-955
Persistent link: https://www.econbiz.de/10011436370
Saved in:
45
Discount reference moderates customers' reactions to discount frames after online service failure
Sharifi, Seyed Shahin
;
Aghazadeh, Hashem
- In:
Journal of business research : JBR
69
(
2016
)
10
,
pp. 4074-4080
Persistent link: https://www.econbiz.de/10011553910
Saved in:
46
The road to recovery : overcoming service failures through positive emotions
Lastner, Matthew M.
;
Folse, Judith Anne Garretson
; …
- In:
Journal of business research : JBR
69
(
2016
)
10
,
pp. 4278-4286
Persistent link: https://www.econbiz.de/10011554157
Saved in:
47
How a firm's best versus normal customers react to compensation after a service failure
Gelbrich, Katja
;
Gäthke, Jana
;
Grégoire, Yany
- In:
Journal of business research : JBR
69
(
2016
)
10
,
pp. 4331-4339
Persistent link: https://www.econbiz.de/10011554578
Saved in:
48
An asymmetric configural model approach for understanding complainer emotions and loyalty
Kasnakoglu, Berna Tari
;
Yılmaz, Çengiz
;
Varnali, Kaan
- In:
Journal of business research : JBR
69
(
2016
)
9
,
pp. 3659-3672
Persistent link: https://www.econbiz.de/10011515218
Saved in:
49
Service employees' willingness to report complaints scale : cross-country application and replication
Walsh, Gianfranco
;
Northington, William Magnus
;
Hille, …
- In:
Journal of business research : JBR
68
(
2015
)
3
,
pp. 500-506
Persistent link: https://www.econbiz.de/10010495371
Saved in:
50
How customers cope with service failure? : a study of brand reputation and customer satisfaction
Sengupta, Aditi Sarkar
;
Balaji, M. S.
;
Krishnan, Balaji C.
- In:
Journal of business research : JBR
68
(
2015
)
3
,
pp. 665-674
Persistent link: https://www.econbiz.de/10010496157
Saved in:
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