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type_genre:"Article in journal"
~isPartOf:"Journal of marketing"
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Search: subject_exact:"Customer complaints"
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Beschwerdemanagement
12
Complaint management
12
Beziehungsmarketing
7
Consumer behaviour
7
Konsumentenverhalten
7
Relationship marketing
7
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6
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1
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Journal of marketing
Journal of business research : JBR
69
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
Marketing letters : a journal of research in marketing
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Journal of service research
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International journal of consumer studies
10
Journal of marketing management : MM
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International journal of quality and service sciences
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Journal of service theory and practice
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Journal of service theory and practice : JSTP
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Asia Pacific journal of marketing and logistics
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Business horizons
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
Total quality management & business excellence : an official journal of the European Society for Organisational Excellence
7
Cogent business & management
6
Industrial marketing management : the international journal for industrial and high-tech firms
6
International journal of services and operations management
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Journal of international consumer marketing
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Management science : journal of the Institute for Operations Research and the Management Sciences
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ECONIS (ZBW)
12
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1
Complaint de-escalation strategies on social media
Herhausen, Dennis
;
Grewal, Lauren
;
Cummings, Krista Hill
; …
- In:
Journal of marketing
87
(
2023
)
2
,
pp. 210-231
Persistent link: https://www.econbiz.de/10014245084
Saved in:
2
Negative reviews, positive impact : consumer empathetic responding to unfair word of mouth
Allard, Thomas
;
Dunn, Lea H.
;
White, Katherine
- In:
Journal of marketing
84
(
2020
)
4
,
pp. 86-108
Persistent link: https://www.econbiz.de/10012231631
Saved in:
3
The unintended consequence of price-based service recovery incentives
Kanuri, Vamsi K.
;
Andrews, Michelle
- In:
Journal of marketing
83
(
2019
)
5
,
pp. 57-77
Persistent link: https://www.econbiz.de/10012176134
Saved in:
4
Complaint publicization in social media
Golmohammadi, Alireza
;
Havakhor, Taha
;
Gauri, Dinesh Kumar
- In:
Journal of marketing
85
(
2021
)
6
,
pp. 1-23
Persistent link: https://www.econbiz.de/10012662135
Saved in:
5
When and why saying "thank you" is better than saying "sorry" in redressing service failures : the role of self-esteem
You, Yanfen
;
Yang, Xiaojing
;
Wang, Lili
;
Deng, Xiaoyan
- In:
Journal of marketing
84
(
2020
)
2
,
pp. 133-150
Persistent link: https://www.econbiz.de/10012176607
Saved in:
6
Turning complaining customers into loyal customers: moderators of the complaint handling-customer loyalty relationship
Morgeson, Forrest V., III.
;
Hult, G. Tomas M.
;
Mithas, Sunil
- In:
Journal of marketing
84
(
2020
)
5
,
pp. 79-99
Persistent link: https://www.econbiz.de/10012271494
Saved in:
7
The benefit of becoming friends : complaining after service failures leads customers with strong ties to increase loyalty
Umashankar, Nita
;
Ward, Morgan K.
;
Dahl, Darren W.
- In:
Journal of marketing
81
(
2017
)
6
,
pp. 79-98
Persistent link: https://www.econbiz.de/10011776897
Saved in:
8
Customer complaints and recovery effectiveness : a customer base approach
Knox, George
;
Oest, Rutger van
- In:
Journal of marketing
78
(
2014
)
5
,
pp. 42-57
Persistent link: https://www.econbiz.de/10010419906
Saved in:
9
Employees’ decision making in the face of customers’ fuzzy return requests
Wang, Sijun
;
Beatty, Sharon E.
;
Liu, Jeanny
- In:
Journal of marketing
76
(
2012
)
6
,
pp. 69-86
Persistent link: https://www.econbiz.de/10009670264
Saved in:
10
An empirical test of warranty theories in the US computer server and automobile markets
Chu, Junhong
;
Chintagunta, Pradeep K.
- In:
Journal of marketing
75
(
2011
)
2
,
pp. 75-92
Persistent link: https://www.econbiz.de/10008935842
Saved in:
11
Satisfaction, complaint, and the stock value gap
Luo, Xueming
;
Homburg, Christian
- In:
Journal of marketing
72
(
2008
)
4
,
pp. 29-43
Persistent link: https://www.econbiz.de/10003746961
Saved in:
12
Consumer complaint intentions and behavior : definitional and taxonom. issues
Singh, Jagdip
- In:
Journal of marketing
52
(
1988
)
1
,
pp. 93-107
Persistent link: https://www.econbiz.de/10001055310
Saved in:
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