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Search: subject_exact:"Reklamation"
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Beschwerdemanagement
1,601
Complaint management
1,600
Dienstleistungsqualität
786
Service quality
784
Kundenzufriedenheit
756
Customer satisfaction
750
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697
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694
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634
Consumer behaviour
632
Customer service
343
Kundenservice
343
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153
Emotion
141
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134
Reklamation
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service recovery
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Online retailing
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Online-Handel
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Mattila, Anna S.
24
Stauss, Bernd
23
Gelbrich, Katja
20
Roschk, Holger
19
Grégoire, Yany
16
Homburg, Christian
13
Fürst, Andreas
12
Seidel, Wolfgang
12
Zaugg, Alexandra Daniela
12
Jang, Soocheong
10
Van Vaerenbergh, Yves
10
Brock, Christian
9
Gruber, Thorsten
9
Vázquez Casielles, Rodolfo
9
Guchait, Priyanko
8
MacQuilken, Lisa
8
McColl-Kennedy, Janet R.
8
Ro, Heejung
8
Robertson, Nichola
8
Svensson, Göran
8
Tsarenko, Yelena
8
Edvardsson, Bo
7
Tronvoll, Bård
7
Balaji, M. S.
6
Brady, Michael K.
6
Cai, Ruiying
6
Chebat, Jean-Charles
6
Grewal, Dhruv
6
Gäthke, Jana
6
Hogreve, Jens
6
Matos, Celso Augusto de
6
Patterson, Paul G.
6
Schöler, Andreas
6
Svari, Sander
6
Tripp, Thomas M.
6
Walsh, Gianfranco
6
Wan, Lisa C.
6
Weber, Karin
6
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5
Baker, Thomas L.
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Institut für Wirtschaftsinformatik <Bern>
8
Springer Fachmedien Wiesbaden
5
World Trade Organization
4
RWTH Aachen
3
National Bureau of Economic Research
2
Books on Demand GmbH <Norderstedt>
1
Bundesverband der Deutschen Volksbanken und Raiffeisenbanken
1
CAMPUS 02 - Fachhochschule der Wirtschaft / FH-Bachelorstudiengang Marketing & Sales
1
Conference on Consumer Satisfaction, Dissatisfaction, and Complaining Behavior <3, 1978, Chicago, Ill.>
1
Conference on Consumer Satisfaction, Dissatisfaction, and Complaining Behavior <5, 1980, Saint Louis, Mo.>
1
Conference on Consumer Satisfaction, Dissatisfaction, and Complaining Behavior <6, 1981, Bloomington, Ind.>
1
Deutsche Gesellschaft für Qualität
1
Deutscher Genossenschafts-Verlag eG
1
EIB Group
1
Fachkongress "Progress in Tourism Research" <3, 2002, Berlin>
1
Fakultät Wirtschafts- und Sozialwissenschaften, Universität Hohenheim
1
Fördergesellschaft Marketing an der Universität Augsburg
1
Home Affairs Committee, House of Commons, session 1981-82
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Instituto Valenciano de Investigaciones Económicas
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Katholische Universität Eichstätt-Ingolstadt
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Marketing Research Symposium <1977, Bloomington, Ind.>
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Police Federation of England and Wales
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Technical Assistance Research Programs Institute <Washington, DC>
1
Technische Universität Dresden
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USA / General Accounting Office
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UVK Verlag
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United States / Congress / Senate / Committee on the Judiciary / Subcommittee on Antitrust and Monopoly
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1
Verlag Dr. Kovač
1
Westfälische Wilhelms-Universität Münster
1
Wissenschaftlicher Verlag Berlin
1
World Bank
1
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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
Service business
22
International journal of contemporary hospitality management
20
Journal of the Academy of Marketing Science
20
Psychology & marketing
16
European journal of marketing : EJM
15
Journal of retailing
15
SpringerLink / Bücher
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
Ilmenauer Schriften zur Betriebswirtschaftslehre
11
International journal of consumer studies
11
Journal of service research
11
International journal of quality and service sciences
10
Journal of marketing management : MM
10
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
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
6
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ECONIS (ZBW)
1,609
USB Cologne (EcoSocSci)
36
USB Cologne (business full texts)
9
EconStor
4
OLC EcoSci
3
RePEc
1
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331
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:
332
Relationship marketing tactics, customer entitlement, and customer behavioural responses
Thi Bich Hanh Tran
;
Anh Dung Vu
- In:
International journal of services, economics and management
12
(
2021
)
2
,
pp. 109-128
Persistent link: https://www.econbiz.de/10012613731
Saved in:
333
Scale development of customer satisfaction with complaint handling and service recovery in an e-commerce setting
Kumari, Parveen
;
Kumar, Satinder
;
Itani, Maher N.
- In:
Journal for global business advancement : JGBA
14
(
2021
)
3
,
pp. 383-407
Persistent link: https://www.econbiz.de/10012614003
Saved in:
334
Organizational antecedents to designing a comprehensive complaint management system
S.Phabmixay, Chanthaly
;
Rodríguez-Escudero, Ana I.
; …
- In:
Journal of management & organization : JMO
27
(
2021
)
3
,
pp. 481-506
Persistent link: https://www.econbiz.de/10012618350
Saved in:
335
How should I respond to a complaining customer? : a model of Cognitive-Emotive-Behavioral from the perspective of restaurant service employees
Poh Theng Loo
;
Khoo-Lattimore, Catheryn
;
Huey Chern Boo
- In:
International journal of hospitality management
95
(
2021
),
pp. 1-10
Persistent link: https://www.econbiz.de/10012547701
Saved in:
336
Severe service failures and online vindictive word of mouth : the effect of coping strategies
El-Manstrly, Dahlia
;
Ali, Faizan
;
Line, Nathaniel D.
- In:
International journal of hospitality management
95
(
2021
),
pp. 1-8
Persistent link: https://www.econbiz.de/10012547720
Saved in:
337
Is differential treatment in response to service failures effective? : the roles of comparison, loyalty, and scarcity messages
Kim, Heewon
;
Jang, Soocheong
- In:
International journal of hospitality management
95
(
2021
),
pp. 1-12
Persistent link: https://www.econbiz.de/10012547932
Saved in:
338
Benefits from the standardisation of the complaint management system
Phabmixay, Chanthaly S.
;
Rodríguez-Escudero, Ana Isabel
; …
- In:
Total quality management & business excellence
32
(
2021
)
7
,
pp. 737-757
Persistent link: https://www.econbiz.de/10012513922
Saved in:
339
Managing consumer returns with technology-enabled countermeasures
Akturk, M. Serkan
;
Ketzenberg, Michael
;
Yıldız, Barış
- In:
Omega : the international journal of management science
102
(
2021
),
pp. 1-26
Persistent link: https://www.econbiz.de/10012514498
Saved in:
340
Money-back guarantee in the presence of strategic customer behavior
Huang, Zongsheng
;
Huang, Lingchen
;
Zhao, Yingxue
;
Meng, …
- In:
International journal of production economics
239
(
2021
),
pp. 1-14
Persistent link: https://www.econbiz.de/10012648792
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