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subject:"Relationship marketing"
~isPartOf:"Service business"
~isPartOf:"Journal of service research"
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Relationship marketing
Beschwerdemanagement
31
Complaint management
31
Dienstleistungsqualität
28
Service quality
28
Customer satisfaction
23
Kundenzufriedenheit
23
Beziehungsmarketing
18
Consumer behaviour
15
Konsumentenverhalten
15
Customer service
8
Kundenservice
8
Service recovery
6
Emotion
5
Justice
5
service recovery
5
Gerechtigkeit
4
Satisfaction
4
Cognition
3
Kognition
3
Mobile communications
3
Mobilkommunikation
3
Service failure
3
South Korea
3
Südkorea
3
Viral marketing
3
Virales Marketing
3
service failure
3
Brand image
2
Complaint handling
2
Customer integration
2
Dienstleistungsberufe
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Ethiopia
2
Kundenintegration
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Leistungsmotivation
2
Markenimage
2
Robot
2
Roboter
2
Selbstbedienung
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Self-service
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English
18
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Grégoire, Yany
2
Mattila, Anna S.
2
Melero-Polo, Iguácel
2
Albrecht, Arne Keno
1
Bali, Zsofia
1
Beatty, Sharon E.
1
Bilstein, Nicola
1
Bolton, Lisa E.
1
Béal, Mathieu
1
Cambra-Fierro, Jesus
1
Cambra-Fierro, Jesús
1
Chen, WeiWei
1
Choi, Chang Hwan
1
Choi, Sungwoo
1
Costers, Annelies
1
Davoud Nikbin
1
Glikson, Ella
1
Hogreve, Jens
1
Hörner, Kathrin Brigitte
1
Ishak Ismail
1
Jeon, Aeeun
1
Kenesei, Zsófia
1
Kim, Min-su
1
Kim, Taegoo
1
Kopelman, Shirli
1
Lee, Gyehee
1
Lee, Hsiao-Ching
1
Lee, Hyun-Woo
1
Lee, Jung-hyun
1
Malliga Marimuthu
1
Nite, Calvin
1
Otnes, Cele
1
Paek, Soyon
1
Park, Sangchul
1
Prashar, Sanjeev
1
Rafaeli, Anat
1
Rees, Laura
1
Salagrama, Ramakrishna
1
Schäfers, Tobias
1
Sese, Javier
1
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Service business
Journal of service research
Journal of business research : JBR
38
Journal of retailing and consumer services
26
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
Services marketing quarterly
9
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
Managing service quality : MSQ ; an international journal
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)
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1
Underscoring trainer's lack of effort or talent in service failure of personal fitness training : customers' negative word-of-mouth response
Park, Sangchul
;
Lee, Hyun-Woo
;
Nite, Calvin
- In:
Service business
17
(
2023
)
4
,
pp. 1025-1050
Persistent link: https://www.econbiz.de/10014504697
Saved in:
2
How do observers react to companies' humorous responses to online public complaints?
Béal, Mathieu
;
Grégoire, Yany
- In:
Journal of service research
25
(
2022
)
2
,
pp. 242-259
Persistent link: https://www.econbiz.de/10013268018
Saved in:
3
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:
4
Service failure and recovery at the crossroads : recommendations to revitalize the field and its influence : editorial
Grégoire, Yany
;
Mattila, Anna S.
- In:
Journal of service research
24
(
2021
)
3
,
pp. 323-328
Persistent link: https://www.econbiz.de/10012592932
Saved in:
5
To err is human(-oid) : how do consumers react to robot service failure and recovery?
Choi, Sungwoo
;
Mattila, Anna S.
;
Bolton, Lisa E.
- In:
Journal of service research
24
(
2021
)
3
,
pp. 354-371
Persistent link: https://www.econbiz.de/10012592941
Saved in:
6
Mix & match: a resource-based complaint recovery framework for tangible compensation
Stakhovych, Stanislav
;
Tamaddoni, Ali
- In:
Journal of service research
23
(
2020
)
3
,
pp. 337-352
Persistent link: https://www.econbiz.de/10012265770
Saved in:
7
Overcompensation as a service recovery strategy : the financial aspect of customers' extra effort
Kenesei, Zsófia
;
Bali, Zsofia
- In:
Service business
14
(
2020
)
2
,
pp. 187-216
Persistent link: https://www.econbiz.de/10012304224
Saved in:
8
How to boost frontline employee service recovery performance : the role of cultural intelligence
Costers, Annelies
;
Van Vaerenbergh, Yves
;
Van den …
- In:
Service business
13
(
2019
)
3
,
pp. 581-602
Persistent link: https://www.econbiz.de/10012124374
Saved in:
9
When and why a squeakier wheel gets more grease : the influence of cultural values and anger intensity on customer compensation
Glikson, Ella
;
Rees, Laura
;
Wirtz, Jochen
;
Kopelman, Shirli
- In:
Journal of service research
22
(
2019
)
3
,
pp. 223-240
Persistent link: https://www.econbiz.de/10012126364
Saved in:
10
Service recovery on stage : effects of social media recovery on virtually present others
Hogreve, Jens
;
Bilstein, Nicola
;
Hörner, Kathrin Brigitte
- In:
Journal of service research
22
(
2019
)
4
,
pp. 421-439
Persistent link: https://www.econbiz.de/10012128049
Saved in:
11
The effect of compensation size on recovery satisfaction after group service failures: the role of group versus individual service recovery
Albrecht, Arne Keno
;
Schäfers, Tobias
;
Walsh, Gianfranco
; …
- In:
Journal of service research
22
(
2019
)
1
,
pp. 60-74
Persistent link: https://www.econbiz.de/10012005769
Saved in:
12
Reclaiming the future : understanding customer forgiveness of service transgressions
Tsarenko, Yelena
;
Strizhakova, Yuliya
;
Otnes, Cele
- In:
Journal of service research
22
(
2019
)
2
,
pp. 139-155
Persistent link: https://www.econbiz.de/10012007424
Saved in:
13
How to explain service failure? : impacts of justifications
Chen, WeiWei
;
Lee, Hsiao-Ching
- In:
Service business
12
(
2018
)
2
,
pp. 331-356
Persistent link: https://www.econbiz.de/10011915060
Saved in:
14
Can complaint-handling efforts promote customer engagement?
Cambra-Fierro, Jesús
;
Melero-Polo, Iguácel
;
Sesé, F. …
- In:
Service business
10
(
2016
)
4
,
pp. 847-866
Persistent link: https://www.econbiz.de/10011722441
Saved in:
15
Does the nature of the relationship really matter? : an analysis of the roles of loyalty and involvement in service recovery processes
Cambra-Fierro, Jesus
;
Melero-Polo, Iguácel
;
Sese, Javier
- In:
Service business
9
(
2015
)
2
,
pp. 297-320
Persistent link: https://www.econbiz.de/10011384271
Saved in:
16
The relationship between informational justice, recovery satisfaction, and loyalty : the moderating role of failure attributions
Davoud Nikbin
;
Ishak Ismail
;
Malliga Marimuthu
- In:
Service business
7
(
2013
)
3
,
pp. 419-435
Persistent link: https://www.econbiz.de/10009776971
Saved in:
17
The effects of emotional intelligence on service recovery and organizational loyalty : a case of flight attendants of South Korean airlines
Lee, Jung-hyun
;
Kim, Min-su
;
Jeon, Aeeun
- In:
Service business
7
(
2013
)
4
,
pp. 665-686
Persistent link: https://www.econbiz.de/10010201131
Saved in:
18
Frontline service employees’ customer-related social stressors, emotional exhaustion, and service recovery performance : customer orientation as a moderator
Kim, Taegoo
;
Paek, Soyon
;
Choi, Chang Hwan
;
Lee, Gyehee
- In:
Service business
6
(
2012
)
4
,
pp. 503-526
Persistent link: https://www.econbiz.de/10009663617
Saved in:
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