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Beschwerdemanagement
13
Complaint management
13
Dienstleistungsqualität
11
Service quality
11
Beziehungsmarketing
9
Relationship marketing
9
Customer satisfaction
8
Kundenzufriedenheit
8
Consumer behaviour
7
Konsumentenverhalten
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Customer service
5
Kundenservice
5
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service failure
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service recovery
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complaining behavior
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Mattila, Anna S.
2
Shin, Hyunju
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Campos, Pimenta, Marco Tulio
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Casidy, Riza
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Chang, Shu-yu
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Choudhury, Koushiki
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Clouse, Shawn F.
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Droms, Courtney M.
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Khantimirov, Denis
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Kurnia, Pepey Riawati
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Qi, Qin
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Suh, Munshik
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Services marketing quarterly
Journal of business research : JBR
72
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
28
Journal of the Academy of Marketing Science
21
International journal of contemporary hospitality management
20
Service business
20
Psychology & marketing
16
European journal of marketing : EJM
15
Journal of retailing
15
Journal of service research
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
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
International journal of consumer studies
11
Journal of marketing management : MM
10
Journal of service theory and practice
10
International journal of quality and service sciences
9
Journal of service theory and practice : JSTP
9
Tourism management : research, policies, practice
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
Marketing intelligence & planning
8
Cogent business & management
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
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ECONIS (ZBW)
13
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13
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1
The role of customer complaint management on switching intention and customer exit in fitness centers
Campos, Pimenta, Marco Tulio
;
Mesquita, José Marcos …
- In:
Services marketing quarterly
44
(
2023
)
1
,
pp. 51-72
Persistent link: https://www.econbiz.de/10013546191
Saved in:
2
Collaboration in service recovery : control, effort, and self-serving bias
Park, Joohyung
;
Ha, Sejin
- In:
Services marketing quarterly
43
(
2022
)
1
,
pp. 87-109
Persistent link: https://www.econbiz.de/10012801858
Saved in:
3
Scoring more after service failures : why do customers overclaim?
Khantimirov, Denis
- In:
Services marketing quarterly
39
(
2018
)
2
,
pp. 124-139
Persistent link: https://www.econbiz.de/10011859504
Saved in:
4
Receiving, recording, and responding to customer complaints : the effects of formalizing customer complaint handling policies in retail firms
Shooshtari, Nader H.
;
Stan, Simona
;
Clouse, Shawn F.
- In:
Services marketing quarterly
39
(
2018
)
3
,
pp. 225-239
Persistent link: https://www.econbiz.de/10011940195
Saved in:
5
Service recovery, justice perception, and forgiveness : the "other customers" perspectives
Shin, Hyunju
;
Casidy, Riza
;
Mattila, Anna S.
- In:
Services marketing quarterly
39
(
2018
)
1
,
pp. 1-21
Persistent link: https://www.econbiz.de/10011804112
Saved in:
6
Compensatory solution : can it save a company from a service failure?
Tran, Trang P.
;
Roswinanto, Widyarso
;
Yunus, Erlinda Nusron
- In:
Services marketing quarterly
37
(
2016
)
2
,
pp. 80-97
Persistent link: https://www.econbiz.de/10011486830
Saved in:
7
Silent voices : nonbehavioral reactions to service failures
Ro, Heejung
;
Mattila, Anna S.
- In:
Services marketing quarterly
36
(
2015
)
2
,
pp. 95-111
Persistent link: https://www.econbiz.de/10011290006
Saved in:
8
Service quality and customers' complaining behavior : a study of the Indian banking sector
Choudhury, Koushiki
- In:
Services marketing quarterly
35
(
2014
)
2
,
pp. 123-137
Persistent link: https://www.econbiz.de/10010363988
Saved in:
9
"Calling again ..." : relationships between customer repeat calls, hostility, and service quality
Seger-Guttmann, Tali
;
Medler-Liraz, Hana
- In:
Services marketing quarterly
34
(
2013
)
2
,
pp. 159-174
Persistent link: https://www.econbiz.de/10009745735
Saved in:
10
Creating positive word-of-mouth promotion through service recovery strategies
Wang, Edward Shih-tse
;
Chang, Shu-yu
- In:
Services marketing quarterly
34
(
2013
)
2
,
pp. 103-114
Persistent link: https://www.econbiz.de/10009745747
Saved in:
11
Take it back : the impact of dynamic consumer goals in return and exchange interactions
Droms, Courtney M.
- In:
Services marketing quarterly
34
(
2013
)
1
,
pp. 67-85
Persistent link: https://www.econbiz.de/10009726519
Saved in:
12
The role of relationships in service failure : a cross-cultural study : United States, China, and Korea
Suh, Munshik
;
Greene, Henry
;
Rho, Taeseok
;
Qi, Qin
- In:
Services marketing quarterly
34
(
2013
)
3
,
pp. 191-204
Persistent link: https://www.econbiz.de/10009778530
Saved in:
13
Silence is not golden : firm response and nonresponse to consumer correspondence
Gulas, Charles S.
;
Larsen, James E.
- In:
Services marketing quarterly
33
(
2012
)
3
,
pp. 261-275
Persistent link: https://www.econbiz.de/10009583086
Saved in:
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