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~isPartOf:"Journal of service management"
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Beschwerdemanagement
14
Complaint management
14
Customer satisfaction
10
Kundenzufriedenheit
10
Consumer behaviour
8
Dienstleistungsqualität
8
Konsumentenverhalten
8
Service quality
8
Service recovery
6
Beziehungsmarketing
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Cognitive evaluation theory
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Complaint behaviour
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Complaints
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Continuance intentions
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Electronic Commerce
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Mattila, Anna S.
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Tronvoll, Bård
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Crisafulli, Benedetta
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Hillebrand, Bas
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Tambyah, Siok Kuan
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Varela Neira, Concepción
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Vázquez Casielles, Rodolfo
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Journal of service management
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
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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ECONIS (ZBW)
14
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1
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:
2
Consumer control in service recovery : beyond decisional control
Joosten, Herm
;
Bloemer, Johanna M.
;
Hillebrand, Bas
- In:
Journal of service management
28
(
2017
)
3
,
pp. 499-519
Persistent link: https://www.econbiz.de/10011758717
Saved in:
3
Why are Generation Y consumers the most likely to complain and repurchase?
Soares, Raquel Reis
;
Zhang, Ting Ting
;
Proença, João F.
; …
- In:
Journal of service management
28
(
2017
)
3
,
pp. 520-540
Persistent link: https://www.econbiz.de/10011758761
Saved in:
4
When public services fail : a research agenda on public service failure
Walle, Steven van de
- In:
Journal of service management
27
(
2016
)
5
,
pp. 831-846
Persistent link: https://www.econbiz.de/10011553217
Saved in:
5
Perceived prevalence and personal impact of negative online reviews
Bradley, Graham L.
;
Sparks, Beverley
;
Weber, Karin
- In:
Journal of service management
27
(
2016
)
4
,
pp. 507-533
Persistent link: https://www.econbiz.de/10011563656
Saved in:
6
Service guarantee as a recovery strategy : the impact of guarantee terms on perceived justice and firm motives
Crisafulli, Benedetta
;
Singh, Jaywant
- In:
Journal of service management
27
(
2016
)
2
,
pp. 117-143
Persistent link: https://www.econbiz.de/10011564670
Saved in:
7
A double whammy effect of ethnicity and gender on consumer responses to management level service failures
Wu, Luorong
;
Han, Rachel
;
Mattila, Anna S.
- In:
Journal of service management
27
(
2016
)
3
,
pp. 339-359
Persistent link: https://www.econbiz.de/10011583559
Saved in:
8
Show you care : initiating co-creation in service recovery
Xu, Yingzi
;
Marshall, Roger
;
Edvardsson, Bo
;
Tronvoll, Bård
- In:
Journal of service management
25
(
2014
)
3
,
pp. 369-387
Persistent link: https://www.econbiz.de/10010384971
Saved in:
9
Negative emotions and their effect on customer complaint behaviour
Tronvoll, Bård
- In:
Journal of service management
22
(
2011
)
1
,
pp. 111-134
Persistent link: https://www.econbiz.de/10009010792
Saved in:
10
I want to believe they really care : how complaining customers want to be treated by frontline employees
Gruber, Thorsten
- In:
Journal of service management
22
(
2011
)
1
,
pp. 85-110
Persistent link: https://www.econbiz.de/10009010793
Saved in:
11
Developing effective service compensation strategies : is a price reduction more effective than a free gift?
Huang, Wen Hsien
;
Lin, Tzu-da
- In:
Journal of service management
22
(
2011
)
2
,
pp. 202-216
Persistent link: https://www.econbiz.de/10009155028
Saved in:
12
Organizational learning from customer feedback received by service employees : a social capital perspective
Wirtz, Jochen
;
Tambyah, Siok Kuan
;
Mattila, Anna S.
- In:
Journal of service management
21
(
2010
)
3
,
pp. 363-387
Persistent link: https://www.econbiz.de/10003993797
Saved in:
13
Other-customer failure : effects of perceived employee effort and compensation on complainer and non-complainer service evaluations
Huang, Wen Hsien
- In:
Journal of service management
21
(
2010
)
2
,
pp. 191-211
Persistent link: https://www.econbiz.de/10003987098
Saved in:
14
Lack of preferential treatment : effects on dissatisfaction after a service failure
Varela Neira, Concepción
;
Vázquez Casielles, Rodolfo
; …
- In:
Journal of service management
21
(
2010
)
1
,
pp. 45-68
Persistent link: https://www.econbiz.de/10003964392
Saved in:
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