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~type_genre:"Aufsatz im Buch"
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Beschwerdemanagement
127
Complaint management
127
Beziehungsmarketing
53
Relationship marketing
53
Customer satisfaction
25
Kundenzufriedenheit
25
Deutschland
20
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20
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18
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18
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14
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Qualitätsmanagement
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Niefind, Fred
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Wiegran, Andreas
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Brock, Christian
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Crisafulli, Benedetta
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Hadwich, Karsten
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Hogreve, Jens
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Lampe, Jörg
2
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2
Ratajczak, Oliver
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Seidel, Wolfgang
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Erfolgreiches Beschwerdemanagement : Wege zu Prozessverbesserungen und Kundenzufriedenheit
8
Aktuelle Entwicklungen im Dienstleistungsmarketing
3
Dienstleistungsmanagement und Social Media : Potenziale, Strategien und Instrumente
3
Handbuch Kundenmanagement : Anforderungen, Prozesse, Zufriedenheit, Bindung und Wert von Kunden
3
Kundenabwanderung : Früherkennung, Prävention, Kundenrückgewinnung ; mit erfolgreichen Praxisbeispielen aus verschiedenen Branchen
3
Kundenzufriedenheit : Konzepte - Methoden - Erfahrungen
3
Customer Relationship Management : neue CRM-Best-Practice-Fallstudien und -Konzepte zu Prozessen, Organisation, Mitarbeiterführung und Technologie
2
Dienstleistungsqualität : Konzepte - Methoden - Erfahrungen
2
Effektives Customer Relationship Management : Instrumente, Einführungskonzepte, Organisation
2
Handbook of research on customer equity in marketing
2
Krankenhausmanagement : Strategien, Konzepte, Methoden
2
Service Excellence als Impulsgeber : Strategien - Management - Innovationen - Branchen ; Bernd Stauss zum 60. Geburtstag
2
The art of digital marketing for fashion and luxury brands : market spaces and marketplaces
2
The definitive handbook of business continuity management
2
AI-driven intelligent models for business excellence
1
Advances in tourism destination marketing
1
Boundary spanning elements and the marketing function in organizations : concepts and empirical studies
1
Brand research : [an outcome of the second International Conference on Brand Management]
1
Brand, Label, and Product Intelligence : Second International Conference, COBLI 2021
1
Bringing the Soul Back to Marketing : Proceedings of the 2023 AMS World Marketing Congress, Canterbury, UK, July 11-14, 2023
1
Business ethics in East Central Europe
1
Business information systems : 13th international conference, BIS 2010, Berlin, Germany, May 3 - 5, 2010 ; proceedings
1
Business logistics management : a supply chain perspective
1
Business strategies : types, benefits and effects on firm performance
1
Challenges and opportunities for transportation services in the post-COVID-19 era
1
Competitive intelligence, analysis and strategy : creating organisational agility
1
Cross-cultural window on consumer behavior
1
Customer engagement marketing
1
Delivering value in turbulent times : AMA Summer Educators' Conference 2011 ; AMA educators' proceedings Volume 22 ; San Francisco, California, USA, 5 - 7 August 2011
1
Dienstleistungscontrolling
1
Dienstleistungsoffensive - Wachstumschancen intelligent nutzen
1
Digital business and optimizing operating strategies
1
E-commerce trends for organizational advancement : new applications and methods
1
E-marketing ; Vol. 3
1
Economically speaking : essays in honour of Chris Braecke
1
Effektives Customer Relationship Management : Instrumente - Einführungskonzepte - Organisation
1
Enhancing knowledge development in marketing ; Vol. 21
1
Erfolgsfaktor Kundenzufriedenheit : Handbuch für Strategie und Umsetzung
1
Förderung sozialer Kompetenzen in der Personalentwicklung
1
Ganzheitliche Unternehmensführung in dynamischen Märkten : Festschrift für Univ.-Prof. Dr. Armin Töpfer
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ECONIS (ZBW)
127
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1
Consumer complaints management in the digital era
Bayır, Talha
;
Bozyiğit, Sezen
- In:
Digital business and optimizing operating strategies
,
(pp. 57-90)
.
2024
Persistent link: https://www.econbiz.de/10014485530
Saved in:
2
Addressing illegal workplace discrimination and the interactions that lead to complaints in healthcare organizations
Burrell, Darrell Norman
;
Huff, Allison J.
;
Crowe, Margaret
- In:
Leadership strategies for effective diversity management
,
(pp. 124-149)
.
2024
Persistent link: https://www.econbiz.de/10014487538
Saved in:
3
Understanding customers' insights using attribution theory
Sann, Raksmey
;
Lai, Pei-Chun
;
Liaw, Shu-Yi
;
Chen, Chi-Ting
- In:
Bringing the Soul Back to Marketing : Proceedings of …
,
(pp. 20-28)
.
2024
Persistent link: https://www.econbiz.de/10014501014
Saved in:
4
Behavioral analytics of consumer complaints
Hossain, Md Shamim
- In:
AI-driven intelligent models for business excellence
,
(pp. 42-67)
.
2023
Persistent link: https://www.econbiz.de/10014281304
Saved in:
5
Airline customer complaints during the COVID-19 pandemic : the case of Turkey-based airlines
Gidener, Nazlı Gülfem
;
Morcote Santos, Itır Ceren
- In:
Challenges and opportunities for transportation …
,
(pp. 155-175)
.
2022
Persistent link: https://www.econbiz.de/10013258819
Saved in:
6
How fair is the handling of the claimant customer? : a comparison between the e-mail and telephone channels
Tahali, Sara
;
Yildiz, Hélène
- In:
Brand, Label, and Product Intelligence : Second …
,
(pp. 129-141)
.
2022
Persistent link: https://www.econbiz.de/10013338063
Saved in:
7
Understanding complaining, service failure identification and service recovery via social media
Jones, Karen
- In:
The SAGE handbook of social media marketing
,
(pp. 373-387)
.
2022
Persistent link: https://www.econbiz.de/10013368593
Saved in:
8
Online service failure and recovery strategies : examining the influences of user-generated content
Ayertey, Samuel
;
Ranfagni, Silvia
;
Okafor, Sebastian
- In:
The art of digital marketing for fashion and luxury …
,
(pp. 243-271)
.
2021
Persistent link: https://www.econbiz.de/10012607410
Saved in:
9
Leveraging EWOM on service failure recovery strategy : an insight into the brand perspective
Ranfagni, Silvia
;
Ozuem, Wilson
- In:
The art of digital marketing for fashion and luxury …
,
(pp. 397-422)
.
2021
Persistent link: https://www.econbiz.de/10012607451
Saved in:
10
The role of consumer engagement in recovering online service failures : an application of service-dominant logic
Islam, Jamid Ul
;
Rahman, Zillur
;
Hollebeek, Linda D.
- In:
Handbook of research on customer engagement
,
(pp. 456-469)
.
2019
Persistent link: https://www.econbiz.de/10013163406
Saved in:
11
Managing product returns within the customer value framework
Minnema, Alec
;
Bijmolt, Tammo H. A.
;
Petersen, J. Andrew
; …
- In:
Customer engagement marketing
,
(pp. 95-118)
.
2018
Persistent link: https://www.econbiz.de/10011739845
Saved in:
12
Improving social and environmental performance in global supply chains
Lee, Hau Leung
;
Rammohan, Sonali V.
- In:
Sustainable supply chains : a research-based textbook …
,
(pp. 439-464)
.
2017
Persistent link: https://www.econbiz.de/10011536211
Saved in:
13
Managing customer complaints : the case of Imperial Orchid Hotels in Thailand
Singh, Jaywant
;
Crisafulli, Benedetta
- In:
Services marketing cases in emerging markets : an asian …
,
(pp. 35-43)
.
2017
Persistent link: https://www.econbiz.de/10011537859
Saved in:
14
Grundlagen eines systematischen Beschwerdemanagements : eine Darstellung für Messegesellschaften und Dienstleistungsunternehmen
Gödde, Elisabeth
- In:
Stakeholder im Fokus : Management-Ansätze für …
,
(pp. 49-95)
.
2017
Persistent link: https://www.econbiz.de/10011614237
Saved in:
15
Optimierungspotenzial im Retourennetzwerk am Beispiel der Mediendistribution
Hänsel, Martin
;
Stölzle, Wolfgang
- In:
Supply Management Research : aktuelle …
,
(pp. 187-211)
.
2017
Persistent link: https://www.econbiz.de/10011590528
Saved in:
16
Ungenutzte Potenziale: Kundenservicedaten in der Marktforschung nutzen
Scharf, Michael
- In:
Marktforschung der Zukunft - Mensch oder Maschine? : …
,
(pp. 281-295)
.
2016
Persistent link: https://www.econbiz.de/10011550659
Saved in:
17
Impact of culture on service failures and service recoveries
Tanrikulu, Ceyda
;
Gelibolu, Levent
- In:
Handbook of research on global business opportunities
,
(pp. 229-238)
.
2015
Persistent link: https://www.econbiz.de/10010459066
Saved in:
18
Marketing quality and complaints among professional sport teams : case study
Smith-Ditizio, Amber A.
- In:
Business strategies : types, benefits and effects on …
,
(pp. 1-26)
.
2015
Persistent link: https://www.econbiz.de/10010499531
Saved in:
19
Customer responses to service failure and recovery experiences
Singh, Jaywant
;
Crisafulli, Benedetta
- In:
Boundary spanning elements and the marketing function …
,
(pp. 117-135)
.
2015
Persistent link: https://www.econbiz.de/10010506706
Saved in:
20
Interaction orientation and complaint handling
Ramani, Girish
;
Knox, George
- In:
Handbook of research on customer equity in marketing
,
(pp. 448-465)
.
2015
Persistent link: https://www.econbiz.de/10010483414
Saved in:
21
Leveraging product returns to maximize customer equity
Petersen, J. Andrew
;
Anderson, Eric T.
- In:
Handbook of research on customer equity in marketing
,
(pp. 160-177)
.
2015
Persistent link: https://www.econbiz.de/10010483488
Saved in:
22
Recovery strategies in on-line service failure
Ozuem, Wilson
;
Lancaster, Geoffrey
- In:
Marketing in the cyber era : strategies and emerging trends
,
(pp. 143-159)
.
2014
Persistent link: https://www.econbiz.de/10010241431
Saved in:
23
Beschwerdepolitik
Pepels, Werner
-
2014
Persistent link: https://www.econbiz.de/10010457855
Saved in:
24
Understanding online firestorms : negative word-of-mouth dynamics in social media networks
Pfeffer, Jürgen
;
Zorbach, Thomas
;
Carley, Kathleen M.
- In:
Word of mouth and social media
,
(pp. 116-127)
.
2014
Persistent link: https://www.econbiz.de/10010409802
Saved in:
25
Online complaint communication strategy : an integrated management framework for e-businesses
Breitsohl, Jan
;
Khammash, Marwan
;
Griffiths, Gareth
- In:
Handbook of strategic e-business management
,
(pp. 907-933)
.
2014
Persistent link: https://www.econbiz.de/10010234593
Saved in:
26
Webcare as customer relationship and reputation management? motives for negative electronic word of mouth and their effect on webcare receptiveness
Willemsen, Lotte
;
Neijens, Peter C.
;
Bronner, Fred A.
- In:
The changing roles of advertising : [extended versions …
,
(pp. 55-69)
.
2013
Persistent link: https://www.econbiz.de/10009773057
Saved in:
27
Do customers misattribute failures in customer-retailer-relationship?
Gierl, Heribert
;
Zhu, Yajing
- In:
Handel in Theorie und Praxis : Festschrift zum 60. …
,
(pp. 227-248)
.
2013
Persistent link: https://www.econbiz.de/10009774609
Saved in:
28
When the whole world is listening : an exploratory investigation of individual complaints on social media platforms
Hogreve, Jens
;
Eller, Tönnjes Freerk
;
Firmhofer, Nikola
- In:
Dienstleistungsmanagement und Social Media : …
,
(pp. 515-540)
.
2013
Persistent link: https://www.econbiz.de/10009756193
Saved in:
29
Conducting investigations of complaints of equal employment opportunity
Paludi, Michele Antoinette
-
2013
Persistent link: https://www.econbiz.de/10009758572
Saved in:
30
Die Herausforderungen innovativer Technologien mit einem effizienten Problemmanagement meistern
Schmitt, R.
;
Effey, T.
;
Rupprecht, B.
- In:
Schritte in die künftige Mobilität : technische und …
,
(pp. 287-295)
.
2013
Persistent link: https://www.econbiz.de/10009760572
Saved in:
31
Beschwerde- und Risikomanagement
Jakolow-Standke, Angelika
- In:
Krankenhausmanagement : Strategien, Konzepte, Methoden
,
(pp. 521-527)
.
2013
Persistent link: https://www.econbiz.de/10010204298
Saved in:
32
Grundzüge des Beschwerdemanagements
Pepels, Werner
- In:
Effektives Customer Relationship Management : …
,
(pp. 80-93)
.
2013
Persistent link: https://www.econbiz.de/10009672136
Saved in:
33
Complaints are a firm's best friend
Larivet, Sophie
;
Brouard,François
- In:
Competitive intelligence, analysis and strategy : …
,
(pp. 53-67)
.
2013
Persistent link: https://www.econbiz.de/10009680273
Saved in:
34
Linking IMO with different fit types and willingness to report service complaints
Boukis, Achilleas
;
Gounaris, Spiros
;
Kaminakis, Kostas
- In:
Marketing in the socially-networked world : challenges …
,
(pp. 454-461)
.
2013
Persistent link: https://www.econbiz.de/10010191247
Saved in:
35
Einflussfaktoren und Auswirkungen der Beschwerdezufriedenheit im Social Media-Bereich : eine empirische Untersuchung
Hadwich, Karsten
- In:
Dienstleistungsmanagement und Social Media : …
,
(pp. 541-564)
.
2013
Persistent link: https://www.econbiz.de/10014567734
Saved in:
36
Überwindung von Beschwerdebarrieren durch innovative Technologien : eine empirische Untersuchung am Beispiel iFeedback
Hadwich, Karsten
;
Becker, Florian
- In:
Dienstleistungsmanagement und Social Media : …
,
(pp. 565-591)
.
2013
Persistent link: https://www.econbiz.de/10014567735
Saved in:
37
A knowledge management approach to marketing and the advent of customer knowledge management
Mjahed, Samiha
;
Triki, Abdelfattah
-
2012
Persistent link: https://www.econbiz.de/10009575092
Saved in:
38
Reklamationsmanagement : Reklamationen - Geschenke der Kunden
Diehsle, Peter
- In:
Erfolgsfaktor Kundenzufriedenheit : Handbuch für …
,
(pp. 67-82)
.
2012
Persistent link: https://www.econbiz.de/10009697147
Saved in:
39
The effects of group emotional contagion and deindividuation on complaint intentions in group service failure
Du, Jiangang
;
Fan, Xiucheng
;
Feng, Tianjun
- In:
Delivering value in turbulent times : AMA Summer …
,
(pp. 468-477)
.
2012
Persistent link: https://www.econbiz.de/10010191478
Saved in:
40
Beschwerdemanagement als Schlüssel zur Kundenzufriedenheit
Günter, Bernd
- In:
Kundenzufriedenheit : Konzepte - Methoden - Erfahrungen
,
(pp. 325-348)
.
2012
Persistent link: https://www.econbiz.de/10009316693
Saved in:
41
Feedbackmanagement
Stauss, Bernd
- In:
Grundlagen des CRM : Strategie, Geschäftsprozesse und …
,
(pp. 441-473)
.
2011
Persistent link: https://www.econbiz.de/10008858200
Saved in:
42
Kundenbindung von Noncomplainern : neue Aspekte des Beschwerdemanagement
Brock, Christian
;
Blut, Markus
;
Evanschitzky, Heiner
; …
- In:
Kundenmanagement
,
(pp. 57-76)
.
2011
Persistent link: https://www.econbiz.de/10009008212
Saved in:
43
Marketing protection : a justification for funding of total asset protection programmes?
Hiles, Andrew
- In:
The definitive handbook of business continuity management
,
(pp. 51-64)
.
2011
Persistent link: https://www.econbiz.de/10008759223
Saved in:
44
Consumer forgiveness of service failure in financial services industry
Tsanrenko, Yelena
;
Strizhakkova, Yuliya
-
2011
Persistent link: https://www.econbiz.de/10010191058
Saved in:
45
Designing reputation and trust management systems
Beck, Roman
;
Franke, Jochen
- In:
E-commerce trends for organizational advancement : new …
,
(pp. 118-135)
.
2010
Persistent link: https://www.econbiz.de/10003917813
Saved in:
46
Gestaltung des Beschwerdemanagements : eine integrative Betrachtung
Homburg, Christian
;
Fürst, Andreas
- In:
Management von Kundenbeziehungen : Perspektiven - …
,
(pp. 297-324)
.
2010
Persistent link: https://www.econbiz.de/10003934321
Saved in:
47
Ausprägung eines Beschwerdemanagementsystems in KMU
Nissen, Dirk
;
Ahlers, Friedel
- In:
Kleine und mittlere Unternehmen : Herausforderungen und …
,
(pp. 231-244)
.
2010
Persistent link: https://www.econbiz.de/10003952508
Saved in:
48
Effects of complaint management on loyalty versus probability of ending relationship
Suárez-Álvarez, Leticia
;
Díaz-Martín, Ana Maria
; …
- In:
Advances in tourism destination marketing
,
(pp. 244-254)
.
2010
Persistent link: https://www.econbiz.de/10003997867
Saved in:
49
Beschwerdemanagement in Franchisesystemen : Ziele, Herausforderungen und Gestaltungsempfehlungen
Brock, Christian
;
Ahlert, Martin
;
Eggert, Martin
;
Hamm, …
- In:
Handbuch Franchising und Cooperation : das Management …
,
(pp. 693-711)
.
2010
Persistent link: https://www.econbiz.de/10008737683
Saved in:
50
Beschwerdemanagement am Beispiel der Thomas Cook AG
Fahje, Tina
- In:
Neue Entwicklungslinien im Dienstleistungsmarketing
,
(pp. 409-439)
.
2010
Persistent link: https://www.econbiz.de/10008808447
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