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subject:"Relationship marketing"
~isPartOf:"Managing service quality : MSQ ; an international journal"
~isPartOf:"Journal of retailing and consumer services"
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Relationship marketing
Beschwerdemanagement
57
Complaint management
57
Dienstleistungsqualität
47
Service quality
47
Customer satisfaction
40
Kundenzufriedenheit
40
Beziehungsmarketing
31
Consumer behaviour
29
Konsumentenverhalten
29
Service recovery
19
Service failure
17
Customer service
16
Kundenservice
16
Justice
12
Gerechtigkeit
11
Mobile communications
8
Mobilkommunikation
8
Viral marketing
8
Virales Marketing
8
Online retailing
6
Online-Handel
6
Emotion
5
Ethiopia
5
Perceived justice
5
Satisfaction
5
USA
5
United States
5
Äthiopien
5
Brand image
3
Brand management
3
Co-creation
3
Customer integration
3
Dienstleistungssektor
3
E-commerce
3
Electronic Commerce
3
Kundenintegration
3
Markenführung
3
Markenimage
3
Perception
3
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31
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31
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English
31
Author
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Harun, Ahasan
2
Larivière, Bart
2
Pacheco, Natália Araújo
2
Rokonuzzaman, Md
2
Van Vaerenbergh, Yves
2
Alizadeh, Hamid
1
Ashley, Christy
1
Bagherzadeh, Ramin
1
Bai, Yanzhuang
1
Bataoui, Soffien
1
Bicho, Marta
1
Boch, Emmanuelle
1
Bougoure, Ursula Sigrid
1
Bozkurt, Sıddık
1
Casidy, Riza
1
Cheng, Peng
1
Cheng, Yu-chi
1
Chih, Wen-Hai
1
Chih, Wen-hai
1
Cho, Youngju
1
Cioppi, Marco
1
Claye-Puaux, Sophie
1
Curina, Ilaria
1
De Keyser, Arne
1
Dootson, Paula
1
Dorsey, Joshua D.
1
Fazal-e-Hasan, Syed
1
Ford, John B.
1
Francioni, Barbara
1
Frasquet Deltoro, Marta
1
Fu, Yi-Fan
1
Geuens, Maggie
1
Gligor, David
1
Gohary, Ali
1
Gruber, Thorsten
1
Gul-E-Rana
1
Hamzelu, Bahman
1
Hegner, Sabrina
1
Honora, Andreawan
1
Hsu, Li-chun
1
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Managing service quality : MSQ ; an international journal
Journal of retailing and consumer services
Journal of business research : JBR
38
International journal of hospitality management
25
The journal of services marketing
19
The service industries journal
14
Journal of hospitality marketing & management
13
International journal of contemporary hospitality management
11
Journal of service research : JSR
11
Service business
10
Services marketing quarterly
9
Journal of service research
8
Journal of the Academy of Marketing Science
8
Journal of marketing
7
Marketing letters : a journal of research in marketing
7
Business horizons
6
International journal of production economics
6
Journal of retailing
6
Psychology & marketing
6
SpringerLink / Bücher
6
Tourism management : research, policies, practice
6
Journal of consumer marketing
5
Journal of hospitality & tourism research : JHTR ; the professional journal of the Council on Hotel, Restaurant, and Institutional Education
5
Journal of marketing management : MM
5
Journal of travel and tourism marketing
5
Marketing intelligence & planning
5
Asia-Pacific journal of business administration
4
Cogent business & management
4
European journal of marketing : EJM
4
International journal of business and economics
4
International journal of consumer studies
4
International journal of quality and service sciences
4
International journal of services and operations management
4
Journal of service management
4
Journal of service theory and practice
4
Journal of strategic marketing
4
Reihe: Wissenschaftliche Arbeitspapiere / W / Institut für Marktorientierte Unternehmensführung, Universität Mannheim
4
Total quality management & business excellence
4
Total quality management & business excellence : an official journal of the European Society for Organisational Excellence
4
Working papers / Institut für Wirtschaftsinformatik der Universität Bern
4
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ECONIS (ZBW)
31
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1
Examining the impact of service robot communication styles on customer intimacy following service failure
Park, Junsung
;
Yoo, Joon Woo
;
Cho, Youngju
;
Park, Heejun
- In:
Journal of retailing and consumer services
75
(
2023
),
pp. 1-9
Persistent link: https://www.econbiz.de/10014372639
Saved in:
2
Emotion and trust in virtual service assistant design for effective service recovery
Le, Hoang T. P. M.
;
Park, Jungkun
;
Lee, Sangwoo
- In:
Journal of retailing and consumer services
74
(
2023
),
pp. 1-11
Persistent link: https://www.econbiz.de/10014364045
Saved in:
3
Would you try it again? : dual effects of customer mindfulness on service recovery
Martinez, Luisa M.
;
Pacheco, Natália Araújo
;
Ramos, …
- In:
Journal of retailing and consumer services
74
(
2023
),
pp. 1-13
Persistent link: https://www.econbiz.de/10014364668
Saved in:
4
The role of socially rich photos in generating favorable donation behavior on charity websites
Bataoui, Soffien
;
Boch, Emmanuelle
- In:
Journal of retailing and consumer services
74
(
2023
),
pp. 1-16
Persistent link: https://www.econbiz.de/10014364672
Saved in:
5
Chatbots and service failure : when does it lead to customer aggression
Huang, Yu-Shan
;
Dootson, Paula
- In:
Journal of retailing and consumer services
68
(
2022
),
pp. 1-11
Persistent link: https://www.econbiz.de/10013366333
Saved in:
6
Is there any value in the online reviews of remedial satisfied customers? : an empirical study in the hospitality industry
Bai, Yanzhuang
;
Li, Tingwu
;
Zheng, Chundong
- In:
Journal of retailing and consumer services
64
(
2022
),
pp. 1-12
Persistent link: https://www.econbiz.de/10013209529
Saved in:
7
Managing social media recovery : the important role of service recovery transparency in retaining customers
Honora, Andreawan
;
Chih, Wen-Hai
;
Wang, Kai-Yu
- In:
Journal of retailing and consumer services
64
(
2022
),
pp. 1-11
Persistent link: https://www.econbiz.de/10013209548
Saved in:
8
How trust mediate the effects of perceived justice on loyalty : a study in the context of automotive recall in China
Liu, Yang
;
Cheng, Peng
;
Ouyang, Zhe
- In:
Journal of retailing and consumer services
58
(
2021
),
pp. 1-10
Persistent link: https://www.econbiz.de/10012431630
Saved in:
9
Social learning effects of complaint handling on social media : self-construal as a moderator
Ku, Hsuan-Hsuan
;
Shang, Rong-An
;
Fu, Yi-Fan
- In:
Journal of retailing and consumer services
59
(
2021
),
pp. 1-9
Persistent link: https://www.econbiz.de/10012433330
Saved in:
10
Distinguishing between the impact of social media public and private compliments on customers' future service recovery expectations
Bozkurt, Sıddık
;
Gligor, David
- In:
Journal of retailing and consumer services
60
(
2021
),
pp. 1-12
Persistent link: https://www.econbiz.de/10012502644
Saved in:
11
Pursuit of loyalty in service recovery : the roles of brand equity and cognitive reappraisal as moderators
Harun, Ahasan
;
Rokonuzzaman, Md
- In:
Journal of retailing and consumer services
62
(
2021
),
pp. 1-11
Persistent link: https://www.econbiz.de/10012648862
Saved in:
12
The role of human interaction in complaint handling
Jeanpert, Sophie
;
Jacquemier-Paquin, Laure
; …
- In:
Journal of retailing and consumer services
62
(
2021
),
pp. 1-7
Persistent link: https://www.econbiz.de/10012648974
Saved in:
13
Mediating role of customer forgiveness between perceived justice and satisfaction
Muhammad, Lakhi
;
Gul-E-Rana
- In:
Journal of retailing and consumer services
52
(
2020
),
pp. 1-7
Persistent link: https://www.econbiz.de/10012132151
Saved in:
14
Dissatisfaction after service failures as a realized transaction risk : customer opportunism as a function of external and internal rewards
Khantimirov, Denis
;
Karande, Kiran
;
Ford, John B.
- In:
Journal of retailing and consumer services
52
(
2020
),
pp. 1-9
Persistent link: https://www.econbiz.de/10012132180
Saved in:
15
Brand hate and non-repurchase intention : a service context perspective in a cross-channel setting
Curina, Ilaria
;
Francioni, Barbara
;
Hegner, Sabrina
; …
- In:
Journal of retailing and consumer services
54
(
2020
),
pp. 1-10
Persistent link: https://www.econbiz.de/10012238345
Saved in:
16
The journey from customer participation in service failure to co-creation in service recovery
Bagherzadeh, Ramin
;
Rawal, Monika
;
Wei, Shuqin
; …
- In:
Journal of retailing and consumer services
54
(
2020
),
pp. 1-10
Persistent link: https://www.econbiz.de/10012238366
Saved in:
17
Understanding complaint channel usage in multichannel retailing
Frasquet Deltoro, Marta
;
Ieva, Marco
;
Ziliani, Cristina
- In:
Journal of retailing and consumer services
47
(
2019
),
pp. 94-103
Persistent link: https://www.econbiz.de/10011995526
Saved in:
18
How to influence consumer mindset : a perspective from service recovery
Harun, Ahasan
;
Rokonuzzaman, Md
;
Prybutok, Gayle
; …
- In:
Journal of retailing and consumer services
42
(
2018
),
pp. 65-77
Persistent link: https://www.econbiz.de/10011826039
Saved in:
19
Whom do customers blame for a service failure? : effects of thought speed on causal locus attribution
Pacheco, Natália Araújo
;
Geuens, Maggie
;
Santos, …
- In:
Journal of retailing and consumer services
40
(
2018
),
pp. 60-65
Persistent link: https://www.econbiz.de/10011801745
Saved in:
20
Effect of service recovery on customers' perceived justice, satisfaction, and word-of-mouth intentions on online shopping websites
Jung, Na Young
;
Seock, Yoo-Kyoung
- In:
Journal of retailing and consumer services
37
(
2017
),
pp. 23-30
Persistent link: https://www.econbiz.de/10011729705
Saved in:
21
The impact of service failure on brand credibility
Bougoure, Ursula Sigrid
;
Russell-Bennett, Rebekah
; …
- In:
Journal of retailing and consumer services
31
(
2016
),
pp. 62-71
Persistent link: https://www.econbiz.de/10011528525
Saved in:
22
Please explain why it happened! : How perceived justice and customer involvement affect post co-recovery evaluations : study of Iranian online shoppers
Gohary, Ali
;
Hamzelu, Bahman
;
Alizadeh, Hamid
- In:
Journal of retailing and consumer services
31
(
2016
),
pp. 127-142
Persistent link: https://www.econbiz.de/10011528558
Saved in:
23
Triggers and outcomes of customer-to-customer aisle rage
Dorsey, Joshua D.
;
Ashley, Christy
;
Oliver, Jason D.
- In:
Journal of retailing and consumer services
32
(
2016
),
pp. 67-77
Persistent link: https://www.econbiz.de/10011556619
Saved in:
24
The effects of harm directions and service recovery strategies on customer forgiveness and negative word-of-mouth intentions
Casidy, Riza
;
Shin, Hyunju
- In:
Journal of retailing and consumer services
27
(
2015
),
pp. 103-112
Persistent link: https://www.econbiz.de/10011388094
Saved in:
25
The effect of justice in the history of loyalty : a study in failure recovery in the retail context
Lopes, Evandro Luiz
;
Silva, Marcos Antonio da
- In:
Journal of retailing and consumer services
24
(
2015
),
pp. 110-120
Persistent link: https://www.econbiz.de/10010528597
Saved in:
26
Retaining customers after service failure recoveries : a contingency model
Wang, Kai-yu
;
Hsu, Li-chun
;
Chih, Wen-hai
- In:
Managing service quality : MSQ ; an international journal
24
(
2014
)
4
,
pp. 318-338
Persistent link: https://www.econbiz.de/10010389695
Saved in:
27
Customer intentions to ivoke service guarantees : do excellence in service recovery, type of guarantee and cultural orientation matter?
Van Vaerenbergh, Yves
;
De Keyser, Arne
;
Larivière, Bart
- In:
Managing service quality : MSQ ; an international journal
24
(
2014
)
1
,
pp. 45-62
Persistent link: https://www.econbiz.de/10010252064
Saved in:
28
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:
29
Service recovery's impact on customers next-in-line
Van Vaerenbergh, Yves
;
Vermeir, Iris
;
Larivière, Bart
- In:
Managing service quality : MSQ ; an international journal
23
(
2013
)
6
,
pp. 495-512
Persistent link: https://www.econbiz.de/10010202243
Saved in:
30
The influence of empathy in complaint handling : evidence of gratitudinal and transactional routes to loyalty
Simon, Françoise
- In:
Journal of retailing and consumer services
20
(
2013
)
6
,
pp. 599-608
Persistent link: https://www.econbiz.de/10010128294
Saved in:
31
Handling customer complaints effectively : a comparison of the value maps of female and male complainants
Gruber, Thorsten
;
Szmigin, Isabelle
;
Voss, Roediger
- In:
Managing service quality : MSQ ; an international journal
19
(
2009
)
6
,
pp. 636-656
Persistent link: https://www.econbiz.de/10009525054
Saved in:
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