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Beschwerdemanagement
43
Complaint management
43
Dienstleistungsqualität
30
Service quality
30
Customer satisfaction
27
Kundenzufriedenheit
27
Consumer behaviour
20
Konsumentenverhalten
20
Beziehungsmarketing
19
Relationship marketing
19
Customer service
15
Kundenservice
15
Service recovery
8
Service failure
7
USA
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United States
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Dienstleistungssektor
4
Emotion
4
Selbstbedienung
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Self-service
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Service failures
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Service industry
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Dienstleistungsmarketing
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Self-service technology
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Services marketing
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Social Web
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Social web
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Airline
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Customer experience
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Customer forgiveness
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Dienstleistung
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Dienstleistungsmanagement
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Ethnic group
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Ethnische Gruppe
2
Fluggesellschaft
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Gastronomie
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Gerechtigkeit
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English
43
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Mattila, Anna S.
3
Hoffman, K. Douglas
2
Matos, Celso Augusto de
2
Svari, Sander
2
Svensson, Göran
2
Abney, Alexandra K.
1
Allred, Chad R.
1
Ashill, Nicholas J.
1
Baker, Thomas
1
Bambauer-Sachse, Silke
1
Barone, Ada Maria
1
Beatty, Sharon E.
1
Bedi, Akanksha
1
Bejou, David
1
Berenguer Contrí, Gloria
1
Bone, Paula Fitzgerald
1
Bradley, Graham
1
Brady, Michael K.
1
Breazeale, Michael
1
Carruthers, Janet
1
Cesmeci, Caner
1
Chelminski, Piotr
1
Choi, Beom Joon
1
Chou, En-Yi
1
Chung-Herrera, Beth G.
1
Collier, Joel E.
1
Comai, Alessandro
1
Cook, Laurel Aynne
1
Coulter, Robin A.
1
Cowart, Kelly O.
1
De Meyer, Christine F.
1
Donato, Carmela
1
Edvardsson, Bo
1
Fan, Alei
1
Ford, Toni-Rochelle S.
1
Fuentes Blasco, María
1
Gil Saura, Irene
1
Gonzalez, Gabriel R.
1
Harrison-Walker, L. Jean
1
Henrique, Jorge Luiz
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The journal of services marketing
Journal of business research : JBR
72
International journal of hospitality management
55
Journal of retailing and consumer services
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
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
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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1
Call it robot : anthropomorphic framing and failure of self-service technologies
Barone, Ada Maria
;
Stagno, Emanuela
;
Donato, Carmela
- In:
The journal of services marketing
38
(
2024
)
3
,
pp. 272-287
Persistent link: https://www.econbiz.de/10014515617
Saved in:
2
Service mega-disruptions : a conceptual model and research agenda
Vredenburg, Jessica
;
Kapitan, Sommer
;
Jang, Sharon
- In:
The journal of services marketing
38
(
2024
)
1
,
pp. 131-144
Persistent link: https://www.econbiz.de/10014473598
Saved in:
3
Virtually present others and their influence on complainants' follow-ups and firm response
Rios, Rosa E.
;
Riquelme, Hernan E.
;
Comai, Alessandro
- In:
The journal of services marketing
37
(
2023
)
8
,
pp. 989-1003
Persistent link: https://www.econbiz.de/10014333589
Saved in:
4
Keep fighting or give up? : an investigation of consumer regret over repetitive failures in weight loss services
Liu, Yi-Fen
;
Ling, I-Ling
- In:
The journal of services marketing
36
(
2022
)
1
,
pp. 29-43
Persistent link: https://www.econbiz.de/10012798380
Saved in:
5
Consumer effort in service encounters : the overlooked impact of surface acting
Cook, Laurel Aynne
;
Bone, Paula Fitzgerald
;
Sadeghein, Raika
- In:
The journal of services marketing
36
(
2022
)
2
,
pp. 297-309
Persistent link: https://www.econbiz.de/10013407489
Saved in:
6
Customer responses to service failures on social media
Varnali, Kaan
;
Cesmeci, Caner
- In:
The journal of services marketing
36
(
2022
)
5
,
pp. 691-709
Persistent link: https://www.econbiz.de/10013407589
Saved in:
7
Investigating the role of customer forgiveness following a double deviation
Lin, Cheng-Yu
;
Chou, En-Yi
- In:
The journal of services marketing
36
(
2022
)
8
,
pp. 1042-1057
Persistent link: https://www.econbiz.de/10013410768
Saved in:
8
Giving back the "self" in self service : customer preferences in self-service failure recovery
Collier, Joel E.
;
Breazeale, Michael
;
White, Allyn
- In:
The journal of services marketing
31
(
2017
)
6
,
pp. 604-617
Persistent link: https://www.econbiz.de/10011801633
Saved in:
9
#IHateYourBrand: adaptive service recovery strategies on Twitter
Abney, Alexandra K.
;
Pelletier, Mark J.
;
Ford, …
- In:
The journal of services marketing
31
(
2017
)
3
,
pp. 281-294
Persistent link: https://www.econbiz.de/10011741259
Saved in:
10
Employee revenge against uncivil customers
Bedi, Akanksha
;
Schat, Aaron C. H.
- In:
The journal of services marketing
31
(
2017
)
6
,
pp. 636-649
Persistent link: https://www.econbiz.de/10011801639
Saved in:
11
Retrospective: tracking service failures and employee recovery efforts
Hoffman, K. Douglas
;
Kelley, Scott W.
;
Rotalsky, Holly M.
- In:
The journal of services marketing
30
(
2016
)
1
,
pp. 7-10
Persistent link: https://www.econbiz.de/10011445577
Saved in:
12
Retrospective: service failure and loyalty : an exploratory empirical study of airline customers
Palmer, Adrian
;
Bejou, David
- In:
The journal of services marketing
30
(
2016
)
5
,
pp. 480-484
Persistent link: https://www.econbiz.de/10011615517
Saved in:
13
Does anthropomorphism influence customers' switching intentions in the self-service technology failure context?
Fan, Alei
;
Wu, Luorong
;
Mattila, Anna S.
- In:
The journal of services marketing
30
(
2016
)
7
,
pp. 713-723
Persistent link: https://www.econbiz.de/10011590916
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
Foreign or domestic : who provides better customer service?
Poddar, Amit
;
Ozcan, Timucin
;
Madupalli, Ramana Kumar
- In:
The journal of services marketing
29
(
2015
)
2
,
pp. 124-136
Persistent link: https://www.econbiz.de/10011343386
Saved in:
16
Service recovery for moderate and high involvement services
Bambauer-Sachse, Silke
;
Rabeson, Landisoa Eunorphie
- In:
The journal of services marketing
29
(
2015
)
5
,
pp. 331-343
Persistent link: https://www.econbiz.de/10011387765
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
Explanation information and source in service recovery initiatives
Baker, Thomas
;
Meyer, Tracy
- In:
The journal of services marketing
28
(
2014
)
4
,
pp. 311-318
Persistent link: https://www.econbiz.de/10010411912
Saved in:
19
The CURE scale : a multidimensional measure of service recovery strategy
Mostafa, Rania
;
Lages, Cristiana R.
;
Sääksjärvi, Maria
- In:
The journal of services marketing
28
(
2014
)
4
,
pp. 300-310
Persistent link: https://www.econbiz.de/10010411924
Saved in:
20
The role of collective angst during and after a service failure
Maher, Amro A.
;
Sobh, Rana
- In:
The journal of services marketing
28
(
2014
)
3
,
pp. 223-232
Persistent link: https://www.econbiz.de/10010391428
Saved in:
21
Religious affilliation : buffering negative reactions to service failures
Cowart, Kelly O.
;
Ramirez, Edward
;
Brady, Michael K.
- In:
The journal of services marketing
28
(
2014
)
1
,
pp. 1-9
Persistent link: https://www.econbiz.de/10010343445
Saved in:
22
The impact of corporate social responsibility (CSR) and customer trust on the restoration of loyalty after service failure and recovery
Choi, Beom Joon
;
La, Suna
- In:
The journal of services marketing
27
(
2013
)
3
,
pp. 223-233
Persistent link: https://www.econbiz.de/10009761808
Saved in:
23
Customer reactions to service failure and recovery in the banking industry : the influence of switching costs
Matos, Celso Augusto de
;
Henrique, Jorge Luiz
;
Rosa, …
- In:
The journal of services marketing
27
(
2013
)
7
,
pp. 526-538
Persistent link: https://www.econbiz.de/10010231177
Saved in:
24
Overcompensating for severe service failure : perceived fairness and effect on negative word-of-mouth intent
Noone, Breffni M.
- In:
The journal of services marketing
26
(
2012
)
5
,
pp. 342-351
Persistent link: https://www.econbiz.de/10009629143
Saved in:
25
Intercultural service encounters (ICSE): an extended framework and empirical validation
Sharma, Piyush
;
Tam, Jackie L. M.
;
Kim, Namwoon
- In:
The journal of services marketing
26
(
2012
)
7
,
pp. 521-534
Persistent link: https://www.econbiz.de/10009672293
Saved in:
26
An extended service recovery model : the moderating impact of temporal sequence of events
Prasongsukarn, Kriengsin
;
Patterson, Paul G.
- In:
The journal of services marketing
26
(
2012
)
7
,
pp. 510-520
Persistent link: https://www.econbiz.de/10009672300
Saved in:
27
Service receivers' negative emotions in airline and hospital service settings
Petzer, Daniel J.
;
De Meyer, Christine F.
;
Svari, Sander
; …
- In:
The journal of services marketing
26
(
2012
)
7
,
pp. 484-496
Persistent link: https://www.econbiz.de/10009672314
Saved in:
28
Explanations: if, when, and how they aid service recovery
Bradley, Graham
;
Sparks, Beverley
- In:
The journal of services marketing
26
(
2012
)
1
,
pp. 41-50
Persistent link: https://www.econbiz.de/10009519755
Saved in:
29
The effect of on-the-spot versus delayed compensation : the moderating role of failure severity
Kim, Namin
;
Ulgado, Francis M.
- In:
The journal of services marketing
26
(
2012
)
3
,
pp. 158-167
Persistent link: https://www.econbiz.de/10009568247
Saved in:
30
How customer voice contributes to stronger service provider relationships
Lacey, Russell
- In:
The journal of services marketing
26
(
2012
)
2
,
pp. 137-144
Persistent link: https://www.econbiz.de/10009568249
Saved in:
31
The role of cause and affect in service failure
Harrison-Walker, L. Jean
- In:
The journal of services marketing
26
(
2012
)
2
,
pp. 115-123
Persistent link: https://www.econbiz.de/10009568251
Saved in:
32
A transactional model of forgiveness in the service failure context : a customer-driven approach
Tsarenko, Yelena
;
Tojib, Dewi Rooslani
- In:
The journal of services marketing
25
(
2011
)
5
,
pp. 381-392
Persistent link: https://www.econbiz.de/10009272204
Saved in:
33
An examination of consumer advocacy and complaining behavior in the context of service failure
Chelminski, Piotr
;
Coulter, Robin A.
- In:
The journal of services marketing
25
(
2011
)
5
,
pp. 361-370
Persistent link: https://www.econbiz.de/10009272241
Saved in:
34
A SOS construct of negative emotions in customers' service experience (CSE) and service recovery by firms (SRF)
Svari, Sander
;
Slåtten, Terje
;
Svensson, Göran
; …
- In:
The journal of services marketing
25
(
2011
)
5
,
pp. 323-335
Persistent link: https://www.econbiz.de/10009272255
Saved in:
35
Re-examining the effect of service recovery : the moderating role of brand equity
Huang, Min-Hsin
- In:
The journal of services marketing
25
(
2011
)
7
,
pp. 509-516
Persistent link: https://www.econbiz.de/10009387523
Saved in:
36
A cross-cultural comparison of perceived informational fairness with service failure explanations
Wang, Chen-ya
;
Mattila, Anna S.
- In:
The journal of services marketing
25
(
2011
)
6
,
pp. 429-439
Persistent link: https://www.econbiz.de/10009390049
Saved in:
37
When demographic differences exist: an analysis of service failure and recovery among diverse participants
Chung-Herrera, Beth G.
;
Gonzalez, Gabriel R.
;
Hoffman, …
- In:
The journal of services marketing
24
(
2010
)
2/3
,
pp. 128-141
Persistent link: https://www.econbiz.de/10003990883
Saved in:
38
The service hand-off: effects of multivendor service performance on customer satisfaction : an experimental study
Allred, Chad R.
;
Money, R. Bruce
- In:
The journal of services marketing
24
(
2010
)
2/3
,
pp. 183-195
Persistent link: https://www.econbiz.de/10003990917
Saved in:
39
Causes for complaining behaviour intentions : the moderator effect of previous customer experience of the restaurant
Moliner Velázquez, Beatriz
;
Fuentes Blasco, María
; …
- In:
The journal of services marketing
24
(
2010
)
7
,
pp. 532-545
Persistent link: https://www.econbiz.de/10008749967
Saved in:
40
Do women like options more than men? : an examination in the context of service recovery
Mattila, Anna S.
- In:
The journal of services marketing
24
(
2010
)
7
,
pp. 499-508
Persistent link: https://www.econbiz.de/10008749977
Saved in:
41
Consumer reaction to service failure and recovery : the moderating role of attitude toward complaining
Matos, Celso Augusto de
;
Rossi, Carlos Alberto Vargas
; …
- In:
The journal of services marketing
23
(
2009
)
7
,
pp. 462-475
Persistent link: https://www.econbiz.de/10009525711
Saved in:
42
Betrayal? : relationship quality implications in service recovery
Holloway, Betsy Bugg
;
Wang, Sijun
;
Beatty, Sharon E.
- In:
The journal of services marketing
23
(
2009
)
6
,
pp. 385-396
Persistent link: https://www.econbiz.de/10009525724
Saved in:
43
Job resourcefulness, symptoms of burnout and service recovery performance : an examination of call centre frontline employees
Ashill, Nicholas J.
;
Rod, Michel
;
Thirkell, Peter
; …
- In:
The journal of services marketing
23
(
2009
)
5
,
pp. 338-350
Persistent link: https://www.econbiz.de/10009525730
Saved in:
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