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Search: subject_exact:"Customer complaints"
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Beschwerdemanagement
15
Complaint management
15
Consumer behaviour
8
Konsumentenverhalten
8
Customer satisfaction
7
Kundenzufriedenheit
7
Beziehungsmarketing
6
Customer service
6
Kundenservice
6
Relationship marketing
6
Dienstleistungsqualität
5
Service quality
5
Einzelhandel
2
Emotion
2
Product returns
2
Retail trade
2
Bevölkerungsentwicklung
1
Bewertung
1
Brand management
1
Buyer-seller relationship
1
Capital income
1
Channel use
1
Complaint handling
1
Congruence approach
1
Contingency framework
1
Corporate Social Responsibility
1
Corporate social responsibility
1
Cultural identity
1
Customer acquisition
1
Customer learning
1
Customer loyalty
1
Customer profitability
1
Customer value
1
Demographic development
1
Distribution channel
1
E-commerce
1
E-tailer
1
Electronic Commerce
1
Erwartungsbildung
1
Evaluation
1
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English
15
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Brady, Michael K.
2
Grewal, Dhruv
2
McColl-Kennedy, Janet R.
2
Patterson, Paul G.
2
Bolton, Lisa E.
1
Calantone, Roger J.
1
Cambra-Fierro, Jesus
1
Chen, Lin
1
Chiang, Jeongwen
1
Cronin, J. J.
1
Devezer, Berna
1
Fox, Gavin L.
1
Freling, Ryan
1
Ganesan, Shankar
1
Grégoire, Yany
1
Harris, Lloyd C.
1
Hess, Ronald L.
1
Hogreve, Jens
1
Hoyer, Wayne D.
1
Hult, G. Tomas M.
1
Huppertz, John W.
1
Janakiraman, Narayan
1
Joireman, Jeff
1
Khare, Adwait
1
Kim, Junyong
1
Klein, Noreen M.
1
Mattila, Anna S.
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Melero, Iguacel
1
Mittal, Vikas
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Nakata, Cheryl
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Roehm, Michelle L.
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Roggeveen, Anne L.
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Sesé, F. Javier
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Sivakumar, K.
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Smith, Amy K.
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Srydal, Holly A.
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Surachartkumtonkun, Jiraporn
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Suwelack, Thomas
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Tripp, Thomas M.
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Tsiros, Michael
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Journal of retailing
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 service research
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
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)
15
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1
Information search and product returns across mobile and traditional online channels
Zhang, Yufei
;
Voorhees, Clay M.
;
Chen, Lin
;
Chiang, Jeongwen
- In:
Journal of retailing
98
(
2022
)
2
,
pp. 260-276
Persistent link: https://www.econbiz.de/10013364282
Saved in:
2
The effect of return policy leniency on consumer purchase and return decisions : a meta-analytic review
Janakiraman, Narayan
;
Srydal, Holly A.
;
Freling, Ryan
- In:
Journal of retailing
92
(
2016
)
2
,
pp. 226-235
Persistent link: https://www.econbiz.de/10011505034
Saved in:
3
How does corporate social responsibility affect consumer response to service failure in buyer-seller relationships?
Bolton, Lisa E.
;
Mattila, Anna S.
- In:
Journal of retailing
91
(
2015
)
1
,
pp. 140-153
Persistent link: https://www.econbiz.de/10010500739
Saved in:
4
Managing complaints to improve customer profitability
Cambra-Fierro, Jesus
;
Melero, Iguacel
;
Sesé, F. Javier
- In:
Journal of retailing
91
(
2015
)
1
,
pp. 109-124
Persistent link: https://www.econbiz.de/10010500745
Saved in:
5
Customer rage back-story : linking needs-based cognitive appraisal to service failure type
Surachartkumtonkun, Jiraporn
;
Patterson, Paul G.
; …
- In:
Journal of retailing
89
(
2013
)
1
,
pp. 72-87
Persistent link: https://www.econbiz.de/10009732740
Saved in:
6
Fix it or leave it? : customer recovery from self-service technology failures
Zhu, Zhen
;
Nakata, Cheryl
;
Sivakumar, K.
;
Grewal, Dhruv
- In:
Journal of retailing
89
(
2013
)
1
,
pp. 15-29
Persistent link: https://www.econbiz.de/10009732748
Saved in:
7
When do customers offer firms a "second chance" following a double deviation? : the impact of inferred firm motives on customer revenge and reconciliation
Joireman, Jeff
;
Grégoire, Yany
;
Devezer, Berna
;
Tripp, …
- In:
Journal of retailing
89
(
2013
)
3
,
pp. 315-337
Persistent link: https://www.econbiz.de/10009781852
Saved in:
8
How retailers' recommendation and return policies alter product evaluations
Kim, Junyong
;
Wansink, Brian
- In:
Journal of retailing
88
(
2012
)
4
,
pp. 528-541
Persistent link: https://www.econbiz.de/10009707072
Saved in:
9
Understanding money-back guarantees : cognitive, affective, and behavioral outcomes
Suwelack, Thomas
;
Hogreve, Jens
;
Hoyer, Wayne D.
- In:
Journal of retailing
87
(
2011
)
4
,
pp. 462-478
Persistent link: https://www.econbiz.de/10009423196
Saved in:
10
Customer rage episodes : emotions, expressions and behaviors
McColl-Kennedy, Janet R.
;
Patterson, Paul G.
;
Smith, Amy K.
- In:
Journal of retailing
85
(
2009
)
2
,
pp. 222-237
Persistent link: https://www.econbiz.de/10003870743
Saved in:
11
Strategies to offset performance failures : the role of brand equity
Brady, Michael K.
;
Cronin, J. J.
;
Fox, Gavin L.
;
Roehm, …
- In:
Journal of retailing
84
(
2008
)
2
,
pp. 151-164
Persistent link: https://www.econbiz.de/10003744296
Saved in:
12
Customer complaining : the role of tie strenght and information control
Mittal, Vikas
;
Huppertz, John W.
;
Khare, Adwait
- In:
Journal of retailing
84
(
2008
)
2
,
pp. 195-204
Persistent link: https://www.econbiz.de/10003744326
Saved in:
13
The effect of compensation on repurchase intentions in service recovery
Grewal, Dhruv
;
Roggeveen, Anne L.
;
Tsiros, Michael
- In:
Journal of retailing
84
(
2008
)
4
,
pp. 424-434
Persistent link: https://www.econbiz.de/10003794937
Saved in:
14
Fraudulent return proclivity : an empirical analysis
Harris, Lloyd C.
- In:
Journal of retailing
84
(
2008
)
4
,
pp. 461-476
Persistent link: https://www.econbiz.de/10003794955
Saved in:
15
Interactional service failures in a pseudorelationship: the role of organizational attributions
Hess, Ronald L.
;
Ganesan, Shankar
;
Klein, Noreen M.
- In:
Journal of retailing
83
(
2007
)
1
,
pp. 79-95
Persistent link: https://www.econbiz.de/10003438283
Saved in:
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