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~isPartOf:"Marketing letters : a journal of research in marketing"
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Beschwerdemanagement
12
Complaint management
12
Customer satisfaction
10
Dienstleistungsqualität
10
Kundenzufriedenheit
10
Service quality
10
Beziehungsmarketing
7
Relationship marketing
7
Service recovery
6
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5
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Konsumentenverhalten
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Apology
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Compensation
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Complaint Management
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Customer profitability
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Béal, Mathieu
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Connan Guesquière, Chantal
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Costers, Annelies
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Edvardsson, Bo
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Gelbrich, Katja
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Grégoire, Yany
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Otterbring, Tobias
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Overton, John
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Polyakova, Alexandra
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Ryu, Kisang
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Sabadie, William
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Marketing letters : a journal of research in marketing
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
20
Psychology & marketing
16
European journal of marketing : EJM
15
Journal of retailing
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
SpringerLink / Bücher
12
Journal of service research
11
International journal of consumer studies
10
Journal of marketing management : MM
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
8
Tourism management : research, policies, practice
8
Marketing intelligence & planning
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
Cogent business & management
6
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ECONIS (ZBW)
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1
Money for nothing : the impact of compensation on customers' bad-mouthing in service recovery encounters
Arsenovic, Jasenko
;
Edvardsson, Bo
;
Otterbring, Tobias
; …
- In:
Marketing letters : a journal of research in marketing
34
(
2023
)
1
,
pp. 69-82
Persistent link: https://www.econbiz.de/10014265992
Saved in:
2
Customers' emotions in service failure and recovery : a meta-analysis
Valentini, Sara
;
Orsingher, Chiara
;
Polyakova, Alexandra
- In:
Marketing letters : a journal of research in marketing
31
(
2020
)
2/3
,
pp. 199-216
Persistent link: https://www.econbiz.de/10012301451
Saved in:
3
Timing of apology after service failure : the moderating role of future interaction expectation on customer satisfaction
Min, Kyeong Sam
;
Jung, Jae Min
;
Ryu, Kisang
;
Haugtvedt, …
- In:
Marketing letters : a journal of research in marketing
31
(
2020
)
2/3
,
pp. 217-230
Persistent link: https://www.econbiz.de/10012301456
Saved in:
4
The effects of relationship length on customer profitability after a service recovery
Béal, Mathieu
;
Sabadie, William
;
Grégoire, Yany
- In:
Marketing letters : a journal of research in marketing
30
(
2019
)
3/4
,
pp. 293-305
Persistent link: https://www.econbiz.de/10012144812
Saved in:
5
Customer participation in service recovery : a meta-analysis
Van Vaerenbergh, Yves
;
Hazée, Simon
;
Costers, Annelies
- In:
Marketing letters : a journal of research in marketing
29
(
2018
)
4
,
pp. 465-483
Persistent link: https://www.econbiz.de/10011964332
Saved in:
6
Shopping plans, buying motivations, and return policies : impacts on product returns and purchase likelihoods
Seo, Joon Yong
;
Yoon, Sukki
;
Vangelova, Milena
- In:
Marketing letters : a journal of research in marketing
27
(
2016
)
4
,
pp. 645-659
Persistent link: https://www.econbiz.de/10011614278
Saved in:
7
Powerlessness following service failure and its implications for service recovery
Wong, Jimmy
;
Newton, Joshua D.
;
Newton, Fiona J.
- In:
Marketing letters : a journal of research in marketing
27
(
2016
)
1
,
pp. 63-75
Persistent link: https://www.econbiz.de/10011444023
Saved in:
8
The relative impact of gratitude and transactional satisfaction on post-complaint consumer response
Simon, Françoise
;
Tossan, Vesselina
;
Connan …
- In:
Marketing letters : a journal of research in marketing
26
(
2015
)
2
,
pp. 153-164
Persistent link: https://www.econbiz.de/10011339364
Saved in:
9
Interrupted anticipation after a service failure : the role of olfactory sensation on expected pleasure, taste enjoyment, consumption, and repatronage intentions
Moore, David J.
- In:
Marketing letters : a journal of research in marketing
24
(
2013
)
4
,
pp. 399-408
Persistent link: https://www.econbiz.de/10010207194
Saved in:
10
The nature of an apology : an experimental study on how to apologize after a service failure
Roschk, Holger
;
Kaiser, Susanne
- In:
Marketing letters : a journal of research in marketing
24
(
2013
)
3
,
pp. 293-309
Persistent link: https://www.econbiz.de/10009786892
Saved in:
11
Do complainants appreciate overcompensation? : a meta-analysis on the effect of simple compensation vs. overcompensation on post-complaint satisfaction
Gelbrich, Katja
;
Roschk, Holger
- In:
Marketing letters : a journal of research in marketing
22
(
2011
)
1
,
pp. 31-47
Persistent link: https://www.econbiz.de/10009125079
Saved in:
12
Affective responses to service failure: anger, regret, and retaliatory versus conciliatory responses
Bonifield, Carolyn
;
Cole, Catherine A.
- In:
Marketing letters : a journal of research in marketing
18
(
2007
)
1/2
,
pp. 85-99
Persistent link: https://www.econbiz.de/10003471289
Saved in:
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