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Beschwerdemanagement
20
Complaint management
20
Dienstleistungsqualität
15
Service quality
15
Customer satisfaction
11
Kundenzufriedenheit
11
Beziehungsmarketing
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8
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Grégoire, Yany
4
Sénécal, Sylvain
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Allen, Alexis M.
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Ashworth, Laurence
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Baker, Thomas L.
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Bilstein, Nicola
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Bonifield, Carolyn
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Borah, Sourav Bikash
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Brady, Michael K.
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Chan, Kimmy Wa
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Darke, Peter R.
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Falk, Tomas
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Heijden, Gielis A. H. van der
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Hogreve, Jens
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Homburg, Christian
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Johnen, Marius
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Johnson, James D.
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Khamitov, Mansur
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Koschate, Nicole
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Lam, Wing
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Journal of the Academy of Marketing Science
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
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
Marketing letters : a journal of research in 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
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ECONIS (ZBW)
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1
Leveraging service recovery strategies to reduce customer churn in an emerging market
Borah, Sourav Bikash
;
Prakhya, Srinivas
;
Sharma, Amalesh
- In:
Journal of the Academy of Marketing Science
48
(
2020
)
5
,
pp. 848-868
Persistent link: https://www.econbiz.de/10012301271
Saved in:
2
A systematic review of brand transgression, service failure recovery and product-harm crisis : integration and guiding insights
Khamitov, Mansur
;
Grégoire, Yany
;
Suri, Anshu
- In:
Journal of the Academy of Marketing Science
48
(
2020
)
3
,
pp. 519-542
Persistent link: https://www.econbiz.de/10012290970
Saved in:
3
When pushing back is good : the effectiveness of brand responses to social media complaints
Johnen, Marius
;
Schnittka, Oliver
- In:
Journal of the Academy of Marketing Science
47
(
2019
)
5
,
pp. 858-878
Persistent link: https://www.econbiz.de/10012107337
Saved in:
4
How can firms stop customer revenge? : the effects of direct and indirect revenge on post-complaint responses
Grégoire, Yany
;
Ghadami, Fateme
;
Laporte, Sandra
; …
- In:
Journal of the Academy of Marketing Science
46
(
2018
)
6
,
pp. 1052-1071
Persistent link: https://www.econbiz.de/10011951624
Saved in:
5
Service crisis recovery and firm performance : insights from information breach announcements
Rasoulian, Shahin
;
Grégoire, Yany
;
Legoux, Renaud
; …
- In:
Journal of the Academy of Marketing Science
45
(
2017
)
6
,
pp. 789-806
Persistent link: https://www.econbiz.de/10011779515
Saved in:
6
Unveiling the recovery time zone of tolerance : when time matters in service recovery
Hogreve, Jens
;
Bilstein, Nicola
;
Mandl, Leonhard
- In:
Journal of the Academy of Marketing Science
45
(
2017
)
6
,
pp. 866-883
Persistent link: https://www.econbiz.de/10011779540
Saved in:
7
Don't try harder : using customer inoculation to build resistance against service failures
Mikolon, Sven
;
Quaiser, Benjamin
;
Wieseke, Jan
- In:
Journal of the Academy of Marketing Science
43
(
2015
)
4
,
pp. 512-527
Persistent link: https://www.econbiz.de/10011306301
Saved in:
8
One firm’s loss is another’s gain : capitalizing on other firms’ service failures
Allen, Alexis M.
;
Brady, Michael K.
;
Robinson, Stacey G.
; …
- In:
Journal of the Academy of Marketing Science
43
(
2015
)
5
,
pp. 648-662
Persistent link: https://www.econbiz.de/10011340264
Saved in:
9
The dark side of customer co-creation : exploring the consequences of failed co-created services
Heidenreich, Sven
;
Wittkowski, Kristina
;
Handrich, Matthias
- In:
Journal of the Academy of Marketing Science
43
(
2015
)
3
,
pp. 279-296
Persistent link: https://www.econbiz.de/10011287133
Saved in:
10
Don't just fix it, make it better! : using frontline service employees to improve recovery performance
Heijden, Gielis A. H. van der
;
Schepers, Jeroen J. L.
; …
- In:
Journal of the Academy of Marketing Science
41
(
2013
)
5
,
pp. 515-530
Persistent link: https://www.econbiz.de/10010126691
Saved in:
11
Understanding the co-creation effect : when does collaborating with customers provide a lift to service recovery?
Roggeveen, Anne L.
;
Tsiros, Michael
;
Grewal, Dhruv
- In:
Journal of the Academy of Marketing Science
40
(
2012
)
6
,
pp. 771-790
Persistent link: https://www.econbiz.de/10009679038
Saved in:
12
The trade-off of servicing empowerment on employees’ service performance : examining the underlying motivation and workload mechanisms
Chan, Kimmy Wa
;
Lam, Wing
- In:
Journal of the Academy of Marketing Science
39
(
2011
)
4
,
pp. 609-628
Persistent link: https://www.econbiz.de/10009297188
Saved in:
13
A meta-analysis of satisfaction with complaint handling in services
Orsingher, Chiara
;
Valentini, Sara
;
de Angelis, Matteo
- In:
Journal of the Academy of Marketing Science
38
(
2010
)
2
,
pp. 169-186
Persistent link: https://www.econbiz.de/10003980471
Saved in:
14
On the importance of complaint handling design : a multi-level analysis of the impact in specific complaint situations
Homburg, Christian
;
Fürst, Andreas
;
Koschate, Nicole
- In:
Journal of the Academy of Marketing Science
38
(
2010
)
3
,
pp. 265-287
Persistent link: https://www.econbiz.de/10003986008
Saved in:
15
Anger, frustration, and helplessness after service failure : coping strategies and effective informational support
Gelbrich, Katja
- In:
Journal of the Academy of Marketing Science
38
(
2010
)
5
,
pp. 567-585
Persistent link: https://www.econbiz.de/10008746853
Saved in:
16
Opportunistic customer claiming during service recovery
Wirtz, Jochen
;
McColl-Kennedy, Janet R.
- In:
Journal of the Academy of Marketing Science
38
(
2010
)
5
,
pp. 654-675
Persistent link: https://www.econbiz.de/10008747760
Saved in:
17
A comprehensive model of customer direct and indirect revenge : understanding the effects of perceived greed and customer power
Grégoire, Yany
;
Laufer, Daniel
;
Tripp, Thomas M.
- In:
Journal of the Academy of Marketing Science
38
(
2010
)
6
,
pp. 738-758
Persistent link: https://www.econbiz.de/10008779087
Saved in:
18
Great expectations and broken promises : misleading claims, product failure, expectancy disconfirmation and consumer distrust
Darke, Peter R.
;
Ashworth, Laurence
;
Main, Kelley J.
- In:
Journal of the Academy of Marketing Science
38
(
2010
)
3
,
pp. 347-362
Persistent link: https://www.econbiz.de/10003986396
Saved in:
19
Individual differences in perceptions of service failure and recovery : the role of race and discriminatory bias
Baker, Thomas L.
;
Meyer, Tracy
;
Johnson, James D.
- In:
Journal of the Academy of Marketing Science
36
(
2008
)
4
,
pp. 552-564
Persistent link: https://www.econbiz.de/10003800598
Saved in:
20
Better him than me : social comparison theory and service recovery
Bonifield, Carolyn
;
Cole, Catherine A.
- In:
Journal of the Academy of Marketing Science
36
(
2008
)
4
,
pp. 565-577
Persistent link: https://www.econbiz.de/10003800604
Saved in:
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