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Beschwerdemanagement
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Service quality
783
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16
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13
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9
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9
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9
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8
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8
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Ro, Heejung
8
Robertson, Nichola
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Tsarenko, Yelena
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7
Edvardsson, Bo
7
Svensson, Göran
7
Tronvoll, Bård
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Balaji, M. S.
6
Brady, Michael K.
6
Cai, Ruiying
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Chebat, Jean-Charles
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Gäthke, Jana
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Hogreve, Jens
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Matos, Celso Augusto de
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Conference on Consumer Satisfaction, Dissatisfaction, and Complaining Behavior <5, 1980, Saint Louis, Mo.>
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Deutsche Gesellschaft für Qualität
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Journal of business research : JBR
70
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
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Psychology & marketing
16
European journal of marketing : EJM
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15
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14
Managing service quality : MSQ ; an international journal
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Journal of hospitality & tourism research : JHTR ; the professional journal of the Council on Hotel, Restaurant, and Institutional Education
13
Services marketing quarterly
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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
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SpringerLink / Bücher
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11
International journal of consumer studies
10
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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
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Tourism management : research, policies, practice
8
Marketing intelligence & planning
7
Reihe: Wissenschaftliche Arbeitspapiere / W / Institut für Marktorientierte Unternehmensführung, Universität Mannheim
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Total quality management & business excellence : an official journal of the European Society for Organisational Excellence
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Cogent business & management
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ECONIS (ZBW)
1,599
RePEc
12
EconStor
3
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101
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101
CSR-authenticity and conciliation after service failure : the role of apology and compensation
Atav, Gizem
;
Chatterjee, Subimal
;
Kuru, Basak
- In:
Journal of consumer marketing
40
(
2023
)
7
,
pp. 911-925
Persistent link: https://www.econbiz.de/10014471145
Saved in:
102
How do Machiavellianism, narcissism and psychopathy tendencies influence consumer avoidance and revenge-seeking following a service failure?
Hancock, Tyler
;
Waites, Stacie F.
;
Johnson, Catherine M.
; …
- In:
Journal of consumer marketing
40
(
2023
)
6
,
pp. 721-733
Persistent link: https://www.econbiz.de/10014332331
Saved in:
103
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:
104
Does service recovery matter? : relationships among perceived recovery justice, recovery satisfaction and customer affection and repurchase intentions: the moderating role of gende...
Muhammad Asghar Ali
;
Ding Hooi Ting
;
Isha, Ahmad …
- In:
Journal of Asia Business Studies
17
(
2023
)
2
,
pp. 308-326
Persistent link: https://www.econbiz.de/10014335386
Saved in:
105
What drives customer engagement after a service failure? : the moderating role of customer trust
Honora, Andreawan
;
Chih, Wen-Hai
;
Ortiz, Jaime
- In:
International journal of consumer studies
47
(
2023
)
5
,
pp. 1714-1732
Persistent link: https://www.econbiz.de/10014335594
Saved in:
106
Self-service technology recovery : the importance of psychological need support
Keating, Byron W.
;
Aslan, Marjan
- In:
Journal of service management
34
(
2023
)
4
,
pp. 725-749
Persistent link: https://www.econbiz.de/10014338201
Saved in:
107
There's not much to tell : the impact of emotional resilience on negative word-of-mouth following service failure
Lteif, Lama
;
Rubin, Dan
;
Ball, Joan P.
;
Lamberton, Cait
- In:
Psychology & marketing
40
(
2023
)
9
,
pp. 1808-1820
Persistent link: https://www.econbiz.de/10014338326
Saved in:
108
How dissimilarity attributes at restaurants trigger negative emotions and associated behavioral intentions : the role of attribute performance
Sultana, Most. Sharmin
;
Niu, Xiongying
;
Hossain, Md Shamim
- In:
Journal of hospitality and tourism insights
6
(
2023
)
5
,
pp. 2199-2221
Persistent link: https://www.econbiz.de/10014446041
Saved in:
109
Examining the influence of forgiveness and its antecedents on consumer behavior : the moderating role of service failure severity
Salagrama, Ramakrishna
;
Prashar, Sanjeev
;
Tata, Sai Vijay
- In:
International journal of emerging markets
18
(
2023
)
10
,
pp. 3973-3994
Persistent link: https://www.econbiz.de/10014455163
Saved in:
110
Customer complaint avoidance : a randomized field experiment of platform governance based on value co-creation and appropriation
Zhao, Xia
;
Song, Peijian
;
Shi, Lanfei
;
Xue, Ling
;
Feng, Fan
- In:
MIS quarterly
47
(
2023
)
3
,
pp. 955-982
Persistent link: https://www.econbiz.de/10014422562
Saved in:
111
How transformational leadership, workplace spirituality and resilience enhance the service recovery performance of FLEs : a theoretical integration of COR theory and SDT
Hoang Thi Kim Quy
;
Mai Dong Tran
;
Tien Minh Dinh
- In:
Journal of organizational effectiveness : people and …
10
(
2023
)
4
,
pp. 644-662
Persistent link: https://www.econbiz.de/10014425551
Saved in:
112
Effects of the anthropomorphic image of intelligent customer service avatars on consumers' willingness to interact after service failures
Yao, Qi
;
Kuai, Ling
;
Jiang, Lan
- In:
Journal of research in interactive marketing : …
17
(
2023
)
5
,
pp. 734-753
Persistent link: https://www.econbiz.de/10014428169
Saved in:
113
The effect of robot anthropomorphism on revisit intentions after service failure : a moderated serial mediation model
Cui, Jinsheng
;
Zhong, Jianan
- In:
Asia Pacific journal of marketing and logistics
35
(
2023
)
11
,
pp. 2621-2644
Persistent link: https://www.econbiz.de/10014430271
Saved in:
114
Does polychronicity among sales employees develop B2B service recovery? : a dual assessment through ambidextrous leadership
Ahmad, Bilal
;
Yuan, Jingbo
;
Akhtar, Nadeem
;
Waheed, Abdul
- In:
Asia Pacific journal of marketing and logistics
35
(
2023
)
11
,
pp. 2785-2807
Persistent link: https://www.econbiz.de/10014430285
Saved in:
115
Treasury's review of the Australian Financial Complaints Authority
Jones, Evan
- In:
Journal of Australian political economy
91
(
2023
),
pp. 128-133
Persistent link: https://www.econbiz.de/10014382564
Saved in:
116
Well-known or well-liked? : the effects of brand reputation on customers' responses to service failure
Liu, Mengzhen
;
Xiong, Wei
- In:
Journal of travel and tourism marketing
40
(
2023
)
3
,
pp. 221-241
Persistent link: https://www.econbiz.de/10014369784
Saved in:
117
Role of downward versus upward social comparison in service recovery : testing a mediated moderation model with two empirical studies
Chen, Ke
;
Zhan, Wu
;
Sharma, Piyush
- In:
Journal of retailing and consumer services
75
(
2023
),
pp. 1-13
Persistent link: https://www.econbiz.de/10014372531
Saved in:
118
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:
119
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:
120
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:
121
A public organization provided a poor service : is there anything they can do to make it right with the citizen?
Caillier, James Gerard
- In:
Public performance & management review
46
(
2023
)
6
,
pp. 1469-1501
Persistent link: https://www.econbiz.de/10014414145
Saved in:
122
An empirical study of customer complaints : nature, extent, and strategies for mitigating complaints
Uppal, Rajinder Kumar
;
Singh, Dharminder
- In:
Finance India : the quarterly journal of Indian …
37
(
2023
)
2
,
pp. 359-381
Persistent link: https://www.econbiz.de/10014419232
Saved in:
123
The European investment bank complaints mechanism : its potential and limitations
Kula, Ayşegül
- In:
The journal of world investment & trade : law, …
24
(
2023
)
6
,
pp. 907-946
Persistent link: https://www.econbiz.de/10014494025
Saved in:
124
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:
125
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:
126
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:
127
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:
128
The impact of employee empathy on brand trust in organizational complaint response emails : a closer look at linguistic realization
Van Herck, Rebecca
;
Decock, Sofie
;
De Clerck, Bernard
; …
- In:
International journal of business communication : IJBC …
60
(
2023
)
4
,
pp. 1220-1266
Persistent link: https://www.econbiz.de/10014365724
Saved in:
129
Punitive switching costs and behavioral responses in the context of contractual services
Chuang, Yi-Fei
;
Dinh, Cong-Minh
;
Lu, Wei-Min
- In:
Management research review
46
(
2023
)
11
,
pp. 1559-1584
Persistent link: https://www.econbiz.de/10014430793
Saved in:
130
Emotion-regulatory chatbots for enhancing consumer servicing : an interpersonal emotion management approach
Luo, Bei
;
Lau, Raymond Yiu Keung
;
Li, Chunping
- In:
Information & management : the internat. journal of …
60
(
2023
)
5
,
pp. 1-17
Persistent link: https://www.econbiz.de/10014466169
Saved in:
131
Consumer-to-consumer conflicts and brand moderation strategies during COVID-19 service failures : a framework for international marketers
Dineva, Denitsa
;
Breitsohl, Jan
;
Roschk, Holger
; …
- In:
International marketing review
40
(
2023
)
5
,
pp. 1112-1133
Persistent link: https://www.econbiz.de/10014470109
Saved in:
132
Factors influencing consumer forgiveness : a systematic literature review and directions for future research
Kim, Yungchul
;
Ho, Ting Hin
;
Tan, Lay Peng
;
Casidy, Riza
- In:
Journal of service theory and practice
33
(
2023
)
5
,
pp. 601-628
Persistent link: https://www.econbiz.de/10014339764
Saved in:
133
Measuring the intention-behavior gap in service failure and recovery : the moderating roles of failure severity and service recovery satisfaction
Mesquita, José Marcos Carvalho de
;
Shin, Hyunju
; …
- In:
European journal of marketing
57
(
2023
)
7
,
pp. 1826-1853
Persistent link: https://www.econbiz.de/10014342175
Saved in:
134
Not just apologizing : the impact of complaint handling on sustained participation behavior in live-streaming shopping
Zhang, Wenkun
;
Wang, Yanan
- In:
Journal of consumer behaviour
22
(
2023
)
3
,
pp. 688-700
Persistent link: https://www.econbiz.de/10014326218
Saved in:
135
Framing your concerns right: an analysis of air passengers' complaints during two time periods
Sharma, Divya
;
Vimalkumar, M.
;
Gouda, Sirish Kumar
; …
- In:
Journal of service theory and practice
33
(
2023
)
6
,
pp. 721-747
Persistent link: https://www.econbiz.de/10014447494
Saved in:
136
When frontline robots emerge: the double-edged-sword effect of anticipated trust on intention to switch brands after service failure
Cui, Jinsheng
;
Zhang, Mengwei
;
Zhong, Jianan
- In:
Journal of service theory and practice
33
(
2023
)
6
,
pp. 842-872
Persistent link: https://www.econbiz.de/10014448129
Saved in:
137
Customer intention to participate in service recovery : what is it and what are the drivers?
Singh, Gurbir
;
Mishra, Abhishek
- In:
Journal of service theory and practice
33
(
2023
)
6
,
pp. 873-900
Persistent link: https://www.econbiz.de/10014448148
Saved in:
138
Effects of service robots' anthropomorphism on consumers' attribution toward and forgiveness of service failure
Cheng, Li-Keng
- In:
Journal of consumer behaviour
22
(
2023
)
1
,
pp. 67-81
Persistent link: https://www.econbiz.de/10014251195
Saved in:
139
Blow the lid off : public complaints, bargaining power, and government responsiveness on social media
Wang, Qi
;
Liu, Mengdi
;
Xu, Jintao
;
Zhang, Bing
- In:
Environmental and resource economics
85
(
2023
)
1
,
pp. 133-166
Persistent link: https://www.econbiz.de/10014252028
Saved in:
140
Theoretical advances in service breakdown prevention and recovery : rich service enactment to improve server-client interactions and outcomes
De Villiers, Rouxelle
;
Woodside, Arch G.
;
Tipgomut, …
- In:
Australasian marketing journal : AMJ ; official journal …
31
(
2023
)
2
,
pp. 164-180
Persistent link: https://www.econbiz.de/10014252829
Saved in:
141
Can strategic HRM bundles decrease emotional exhaustion and increase service recovery performance?
Mansour, Sari
- In:
International journal of manpower
44
(
2023
)
3
,
pp. 503-523
Persistent link: https://www.econbiz.de/10014253254
Saved in:
142
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:
143
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:
144
Customer responses to airline companies' service failure and recovery strategies : the moderating role of service failure habit
Elbaz, Ahmed Mohamed
;
Soliman, Mohammad
;
Al Alawi, Alamir
; …
- In:
Tourism review
78
(
2023
)
1
,
pp. 1-17
Persistent link: https://www.econbiz.de/10014235249
Saved in:
145
May robots be held responsible for service failure and recovery? : the role of robot service provider agents' human-likeness
Arikan, Esra
;
Altinigne, Nesenur
;
Kuzgun, Ebru
;
Okan, Mehmet
- In:
Journal of retailing and consumer services
70
(
2023
),
pp. 1-11
Persistent link: https://www.econbiz.de/10014240279
Saved in:
146
Let's laugh about it! : using humor to address complainers’ online incivility
Béal, Mathieu
;
Grégoire, Yany
;
Carrillat, François A.
- In:
Journal of interactive marketing
58
(
2023
)
1
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pp. 34-51
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Rage against the machine : experimental insights into customers' negative emotional responses, attributions of responsibility, and coping strategies in artificial intelligence-base...
Pavone, Giulia
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Meyer-Waarden, Lars
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The price of good friendships : examining the roles of relationship norms and perceived controllability in service failure encounters
Li, Zongchao
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Tao, Weiting
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Wu, Linwan
- In:
International journal of business communication : IJBC …
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2023
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Customer incivility and service recovery performance : job crafting as a buffer
Zahoor, Adil
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Siddiqi, Mushtaq Ahmad
- In:
Vision : the journal of business perspective
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Persistent link: https://www.econbiz.de/10014229750
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150
Decoding consumers' CSR scepticism : service recovery experience perspective
Kushwah, Mihir Kumar
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Srivastava, Himanshu Shekhar
- In:
Marketing intelligence & planning
41
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pp. 265-278
Persistent link: https://www.econbiz.de/10014312974
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