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Customer satisfaction
51
Kundenzufriedenheit
51
Beziehungsmarketing
22
Relationship marketing
22
Dienstleistungsqualität
19
Service quality
19
customer satisfaction
15
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service failure
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Homburg, Christian
5
Fornell, Claes
4
Hult, G. Tomas M.
3
Kumar, V.
3
Morgeson, Forrest V., III.
3
Wieseke, Jan
3
Bharadwaj, Sundar G.
2
Brady, Michael K.
2
Keiningham, Timothy
2
Luo, Xueming
2
Mitra, Debanjan
2
Morgan, Neil A.
2
Rego, Lopo L.
2
Tuli, Kapil R.
2
Umashankar, Nita
2
Verhoef, Peter C.
2
Affonso, Felipe M.
1
Agarwal, Manoj Kumar
1
Aksoy, Lerzan
1
Allard, Thomas
1
Allen, B. J.
1
Anand, Ankit
1
Andrews, Michelle
1
Arora, Sandeep
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Auh, Seigyoung
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Bahadir, S. Cem
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Journal of marketing
Journal of retailing and consumer services
419
International journal of hospitality management
355
Journal of business research : JBR
300
The journal of services marketing
191
The service industries journal
173
Total quality management & business excellence : an official journal of the European Society for Organisational Excellence
170
Tourism management : research, policies, practice
170
Journal of travel and tourism marketing
164
Journal of hospitality marketing & management
153
International journal of contemporary hospitality management
140
Journal of travel research : a quarterly publication of the Travel and Tourism Research Association
105
Cogent business & management
103
Services marketing quarterly
101
Journal of service research : JSR
88
Journal of air transport management
87
Asia Pacific journal of marketing and logistics
85
Service business
85
The TQM journal : the international review of organizational improvement
85
Journal of hospitality & tourism research : JHTR ; the professional journal of the Council on Hotel, Restaurant, and Institutional Education
84
Tourism management perspectives : TMP
84
Psychology & marketing
78
International journal of productivity and quality management : IJPQM
72
Journal of the Academy of Marketing Science
72
Industrial marketing management : the international journal for industrial and high-tech firms
71
Journal of service management
69
Journal of strategic marketing
68
The international journal of bank marketing : IJBM
66
Total quality management & business excellence
66
International journal of quality and service sciences
63
International journal of services and operations management
63
Tourism analysis : an interdisciplinary tourism & hospitality journal
61
European journal of marketing : EJM
59
Journal of Asian finance, economics and business : JAFEB
59
International journal of quality & reliability management
58
Managing service quality : MSQ ; an international journal
57
Journal of hospitality and tourism insights
53
International journal of business information systems : IJBIS
52
International journal of services, economics and management
52
Journal of retailing
52
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51
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1
Despite efficiencies, mergers and acquisitions reduce firm value by hurting customer satisfaction
Umashankar, Nita
;
Bahadir, S. Cem
;
Bharadwaj, Sundar
- In:
Journal of marketing
86
(
2022
)
2
,
pp. 66-86
Persistent link: https://www.econbiz.de/10013258787
Saved in:
2
How political identity shapes customer satisfaction
Fernandes, Daniel
;
Ordabayeva, Nailya
;
Han, Kyuhong
; …
- In:
Journal of marketing
86
(
2022
)
6
,
pp. 116-134
Persistent link: https://www.econbiz.de/10013438834
Saved in:
3
Wage inequality : its impact on customer satisfaction and firm performance
Bamberger, Boas
;
Homburg, Christian
;
Wielgos, Dominik M.
- In:
Journal of marketing
85
(
2021
)
6
,
pp. 24-43
Persistent link: https://www.econbiz.de/10012662136
Saved in:
4
Platform exploitation : when service agents defect with customers from online service platforms
Zhou, Qiang
;
Allen, B. J.
;
Gretz, Richard T.
;
Houston, …
- In:
Journal of marketing
86
(
2022
)
2
,
pp. 105-125
Persistent link: https://www.econbiz.de/10013258793
Saved in:
5
Shedding light on the dark side of firm lobbying : a customer perspective
Vadakkepatt, Gautham G.
;
Arora, Sandeep
;
Martin, Kelly D.
; …
- In:
Journal of marketing
86
(
2022
)
3
,
pp. 79-97
Persistent link: https://www.econbiz.de/10013258851
Saved in:
6
Serendipity : chance encounters in the marketplace enhance consumer satisfaction
Kim, Aekyoung
;
Affonso, Felipe M.
;
Laran, Juliano
; …
- In:
Journal of marketing
85
(
2021
)
4
,
pp. 141-157
Persistent link: https://www.econbiz.de/10012593259
Saved in:
7
Customer satisfaction and its impact on the future costs of selling
Lim, Leon Gim
;
Tuli, Kapil R.
;
Grewal, Rajdeep
- In:
Journal of marketing
84
(
2020
)
4
,
pp. 23-44
Persistent link: https://www.econbiz.de/10012231605
Saved in:
8
Customer experience journeys : loyalty loops versus involvement spirals
Siebert, Anton
;
Gopaldas, Ahir
;
Lindridge, Andrew
; …
- In:
Journal of marketing
84
(
2020
)
4
,
pp. 45-66
Persistent link: https://www.econbiz.de/10012231616
Saved in:
9
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:
10
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:
11
Pleasant ambient scents : a meta-analysis of customer responses and situational contingencies
Roschk, Holger
;
Hosseinpour, Masoumeh
- In:
Journal of marketing
84
(
2020
)
1
,
pp. 125-145
Persistent link: https://www.econbiz.de/10012176465
Saved in:
12
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:
13
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:
14
The service-profit chain : a meta-analytic test of a comprehensive theoretical framework
Hogreve, Jens
;
Iseke, Anja
;
Derfuß, Klaus
;
Eller, …
- In:
Journal of marketing
81
(
2017
)
3
,
pp. 41-61
Persistent link: https://www.econbiz.de/10011697835
Saved in:
15
Assessing the impact of customer concentration on initial public offering and balance sheet-based outcomes
Saboo, Alok R.
;
Kumar, V.
;
Anand, Ankit
- In:
Journal of marketing
81
(
2017
)
6
,
pp. 42-61
Persistent link: https://www.econbiz.de/10011776890
Saved in:
16
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:
17
Service satisfaction-market share relationships in partnered hybrid offerings
Becerril-Arreola, Rafael
;
Zhou, Chen
;
Srinivasan, Raji
; …
- In:
Journal of marketing
81
(
2017
)
5
,
pp. 86-103
Persistent link: https://www.econbiz.de/10011749865
Saved in:
18
When does (mis)fit in customer orientation matter for frontline employees’ job satisfaction and performance?
Mengüç, Bülent
;
Auh, Seigyoung
;
Katsikeas, Constantine S.
- In:
Journal of marketing
80
(
2016
)
1
,
pp. 65-83
Persistent link: https://www.econbiz.de/10011507449
Saved in:
19
Stock returns on customer satisfaction do beat the market : gauging the effectof a marketing intangible
Fornell, Claes
;
Morgeson, Forrest V., III.
;
Hult, G. …
- In:
Journal of marketing
80
(
2016
)
5
,
pp. 92-107
Persistent link: https://www.econbiz.de/10011591206
Saved in:
20
Introduction : is customer satisfaction (ir)relevant as a metric
Kumar, V.
- In:
Journal of marketing
80
(
2016
)
5
,
pp. 108-109
Persistent link: https://www.econbiz.de/10011591208
Saved in:
21
Customer satisfaction and long-tearm stock returns
Sorescu, Alina
;
Sorescu, Sorin M.
- In:
Journal of marketing
80
(
2016
)
5
,
pp. 110-115
Persistent link: https://www.econbiz.de/10011591210
Saved in:
22
Satisfaction (mis)pricing revisited : real? Really big?
Bharadwaj, Sundar G.
;
Mitra, Debanjan
- In:
Journal of marketing
80
(
2016
)
5
,
pp. 116-121
Persistent link: https://www.econbiz.de/10011591213
Saved in:
23
An abnormally abnormal intangible : stock returns on customer satisfaction
Fornell, Claes
;
Morgeson, Forrest V., III.
;
Hult, G. …
- In:
Journal of marketing
80
(
2016
)
5
,
pp. 122-125
Persistent link: https://www.econbiz.de/10011591216
Saved in:
24
From finance to marketing : the impact of financial leverage on customer satisfaction
Malshe, Ashwin
;
Agarwal, Manoj Kumar
- In:
Journal of marketing
79
(
2015
)
5
,
pp. 21-38
Persistent link: https://www.econbiz.de/10011372424
Saved in:
25
Regaining "lost" customers : the predictive power of first-lifetime behavior, the reason for defection, and the nature of the win-back offer
Kumar, V.
;
Bhagwat, Yashoda
;
Zhang, Xi Alan
- In:
Journal of marketing
79
(
2015
)
4
,
pp. 34-55
Persistent link: https://www.econbiz.de/10011304639
Saved in:
26
Touch versus tech : when technology functions as a barrier or a benefit to service encounters
Giebelhausen, Michael
;
Robinson, Stacey G.
;
Sirianni, …
- In:
Journal of marketing
78
(
2014
)
4
,
pp. 113-124
Persistent link: https://www.econbiz.de/10010381381
Saved in:
27
Service quality : the impact of frequency, timing, proximity, and sequence of failures and delights
Sivakumar, K.
;
Li, Mei
;
Dong, Beibei
- In:
Journal of marketing
78
(
2014
)
1
,
pp. 41-58
Persistent link: https://www.econbiz.de/10010250081
Saved in:
28
Footprints in the sands of time : a comparative analysis of the effectiveness of customer satisfaction and customer-company identification over time
Haumann, Till
;
Quaiser, Benjamin
;
Wieseke, Jan
;
Rese, Mario
- In:
Journal of marketing
78
(
2014
)
6
,
pp. 78-102
Persistent link: https://www.econbiz.de/10010463456
Saved in:
29
Reexamining the market share-customer satisfaction relationship
Rego, Lopo L.
;
Morgan, Neil A.
;
Fornell, Claes
- In:
Journal of marketing
77
(
2013
)
5
,
pp. 1-20
Persistent link: https://www.econbiz.de/10009793115
Saved in:
30
Do customers and employees enjoy service participation? : synergistic effects of self- and other-efficacy
Yim, Chi-kin
;
Chan, Kimmy Wa
;
Lam, Simon S. K.
- In:
Journal of marketing
76
(
2012
)
6
,
pp. 121-140
Persistent link: https://www.econbiz.de/10009670256
Saved in:
31
What is quality? : an integrative framework of processes and states
Golder, Peter N.
;
Mitra, Debanjan
;
Moorman, Christine
- In:
Journal of marketing
76
(
2012
)
4
,
pp. 1-23
Persistent link: https://www.econbiz.de/10009782931
Saved in:
32
Service sweethearting : its antecedents and customer consequences
Brady, Michael K.
;
Voorhees, Clay M.
;
Brusco, Michael J.
- In:
Journal of marketing
76
(
2012
)
2
,
pp. 81-98
Persistent link: https://www.econbiz.de/10009737486
Saved in:
33
Optimizing service productivity
Rust, Roland T.
;
Huang, Ming-hui
- In:
Journal of marketing
76
(
2012
)
2
,
pp. 47-66
Persistent link: https://www.econbiz.de/10009737491
Saved in:
34
How and when does customer orientation influence frontline employee job outcomes? : a meta-analytic evaluation
Zablah, Alex R.
;
Franke, George R.
;
Brown, Tom
; …
- In:
Journal of marketing
76
(
2012
)
3
,
pp. 21-40
Persistent link: https://www.econbiz.de/10009778042
Saved in:
35
Process and outcome interdependency in frontline service encounters
Zhenfeng, Ma
;
Dubé, Laurette
- In:
Journal of marketing
75
(
2011
)
3
,
pp. 83-98
Persistent link: https://www.econbiz.de/10009161352
Saved in:
36
Customer reactions to service separation
Keh, Hean Tat
;
Pang, Jun
- In:
Journal of marketing
74
(
2010
)
2
,
pp. 55-70
Persistent link: https://www.econbiz.de/10003995122
Saved in:
37
How complementarity and substitution alter the customer satisfaction-repurchase link
Voss, Glenn B.
;
Godfrey, Andrea
;
Seiders, Kathleen
- In:
Journal of marketing
74
(
2010
)
6
,
pp. 111-127
Persistent link: https://www.econbiz.de/10008702735
Saved in:
38
Brand experience : what is it? : how is it measured? ; does it affect loyalty?
Brakus, J. Jos̆ko
;
Schmitt, Bernd
;
Zarantonello, Lia
- In:
Journal of marketing
73
(
2009
)
3
,
pp. 52-68
Persistent link: https://www.econbiz.de/10003838430
Saved in:
39
Does customer demotion jeopardize loyalty?
Wagner, Tillmann
;
Hennig-Thurau, Thorsten
;
Rudolph, Thomas
- In:
Journal of marketing
73
(
2009
)
3
,
pp. 69-85
Persistent link: https://www.econbiz.de/10003838586
Saved in:
40
Implementing the marketing concept at the employee-customer interface : the role of customer need knowledge
Homburg, Christian
;
Wieseke, Jan
;
Bornemann, Torsten
- In:
Journal of marketing
73
(
2009
)
4
,
pp. 64-81
Persistent link: https://www.econbiz.de/10003860862
Saved in:
41
Social identity and the service-profit chain
Homburg, Christian
;
Wieseke, Jan
;
Hoyer, Wayne D.
- In:
Journal of marketing
73
(
2009
)
2
,
pp. 38-54
Persistent link: https://www.econbiz.de/10003820595
Saved in:
42
When customer love turns into lasting hate : the effects of relationship strenght and time on customer revenge and avoidance
Grégoire, Yany
;
Tripp, Thomas M.
;
Legoux, Renaud
- In:
Journal of marketing
73
(
2009
)
6
,
pp. 18-32
Persistent link: https://www.econbiz.de/10003901072
Saved in:
43
The robustness of the effects of consumers' participation in market research : the case of service quality evaluations
Ofir, Chezy
;
Simonson, Itamar
;
Yoon, Song-oh
- In:
Journal of marketing
73
(
2009
)
6
,
pp. 105-114
Persistent link: https://www.econbiz.de/10003901136
Saved in:
44
Customer satisfaction and stock returns risk
Tuli, Kapil R.
;
Bharadwaj, Sundar G.
- In:
Journal of marketing
73
(
2009
)
6
,
pp. 184-197
Persistent link: https://www.econbiz.de/10003901181
Saved in:
45
Brand portfolio strategy and firm performance
Morgan, Neil A.
;
Rego, Lopo L.
- In:
Journal of marketing
73
(
2009
)
1
,
pp. 59-74
Persistent link: https://www.econbiz.de/10003815506
Saved in:
46
Do frontline mechanisms matter? : impact of quality and productivity orientations on unit revenue, efficiency, and customer satisfaction
Marinova, Detelina
;
Ye, Jun
;
Singh, Jagdip
- In:
Journal of marketing
72
(
2008
)
2
,
pp. 28-45
Persistent link: https://www.econbiz.de/10003684122
Saved in:
47
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:
48
The long-term stock market valuation of customer satisfaction
Aksoy, Lerzan
;
Cooil, Bruce
;
Groening, Christopher
; …
- In:
Journal of marketing
72
(
2008
)
4
,
pp. 105-122
Persistent link: https://www.econbiz.de/10003747973
Saved in:
49
Critical incidents and the impact of satisfaction on customer share
Doorn, Jenny van
;
Verhoef, Peter C.
- In:
Journal of marketing
72
(
2008
)
4
,
pp. 123-142
Persistent link: https://www.econbiz.de/10003747976
Saved in:
50
Expanding business-to-business customer relationships : modeling the customer's upgrade decision
Bolton, Ruth M.
;
Lemon, Katherine N.
;
Verhoef, Peter C.
- In:
Journal of marketing
72
(
2008
)
1
,
pp. 46-64
Persistent link: https://www.econbiz.de/10003642961
Saved in:
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