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Search: subject_exact:"Reklamation"
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Beschwerdemanagement
15
Complaint management
15
Dienstleistungsqualität
14
Service quality
14
Beziehungsmarketing
10
Relationship marketing
10
Customer satisfaction
8
Kundenzufriedenheit
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service recovery
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Bilstein, Nicola
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Journal of service research
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
Service business
22
Journal of the Academy of Marketing Science
21
International journal of contemporary hospitality management
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
International journal of quality and service sciences
10
Journal of marketing management : MM
10
Journal of service theory and practice
10
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
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
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ECONIS (ZBW)
15
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1
The role of customer relationship vulnerability in service recovery
Cénophat, Sadrac
;
Eisend, Martin
;
Bayón, Tomás
; …
- In:
Journal of service research
27
(
2024
)
2
,
pp. 283-301
Persistent link: https://www.econbiz.de/10014580442
Saved in:
2
Coalitions and their negative consequences : an examination in service failure-recovery situations
Roschk, Holger
;
Hosseinpour, Masoumeh
;
Breitsohl, Jan
- In:
Journal of service research
26
(
2023
)
4
,
pp. 614-635
Persistent link: https://www.econbiz.de/10014580355
Saved in:
3
The effects of service crises and recovery resources on market reactions : an event study analysis on data breach announcements
Rasoulian, Shahin
;
Grégoire, Yany
;
Legoux, Renaud
; …
- In:
Journal of service research
26
(
2023
)
1
,
pp. 44-63
Persistent link: https://www.econbiz.de/10014246193
Saved in:
4
A cross-national service strategy to manage product returns : e-tailers' return policies and the legitimating role of the institutional environment
Gäthke, Jana
;
Gelbrich, Katja
;
Chen, Shan
- In:
Journal of service research
25
(
2022
)
3
,
pp. 402-421
Persistent link: https://www.econbiz.de/10013395973
Saved in:
5
Thirty years of service failure and recovery research : thematic development and future research opportunities from a social network perspective
Liu, Dong
;
Zhao, Yanhui
;
Wang, Guocai
;
Schrock, Wyatt A.
; …
- In:
Journal of service research
27
(
2024
)
2
,
pp. 268-282
Persistent link: https://www.econbiz.de/10014580436
Saved in:
6
Service provider to the rescue : how firm recovery of do-it-yourself service failure turns consumers from competitors to satisfied customers
Hall, Matthew J.
;
Hyodo, Jamie D.
- In:
Journal of service research
26
(
2023
)
4
,
pp. 578-596
Persistent link: https://www.econbiz.de/10014580334
Saved in:
7
How do observers react to companies' humorous responses to online public complaints?
Béal, Mathieu
;
Grégoire, Yany
- In:
Journal of service research
25
(
2022
)
2
,
pp. 242-259
Persistent link: https://www.econbiz.de/10013268018
Saved in:
8
Service failure and recovery at the crossroads : recommendations to revitalize the field and its influence : editorial
Grégoire, Yany
;
Mattila, Anna S.
- In:
Journal of service research
24
(
2021
)
3
,
pp. 323-328
Persistent link: https://www.econbiz.de/10012592932
Saved in:
9
To err is human(-oid) : how do consumers react to robot service failure and recovery?
Choi, Sungwoo
;
Mattila, Anna S.
;
Bolton, Lisa E.
- In:
Journal of service research
24
(
2021
)
3
,
pp. 354-371
Persistent link: https://www.econbiz.de/10012592941
Saved in:
10
Mix & match: a resource-based complaint recovery framework for tangible compensation
Stakhovych, Stanislav
;
Tamaddoni, Ali
- In:
Journal of service research
23
(
2020
)
3
,
pp. 337-352
Persistent link: https://www.econbiz.de/10012265770
Saved in:
11
Consumers complain more fiercely through small-screen devices : the role of spatial crowding perception
Zhou, Yuanyuan
;
Tian, Bin
;
Mo, Tingting
;
Fei, Zhuoying
- In:
Journal of service research
23
(
2020
)
3
,
pp. 353-367
Persistent link: https://www.econbiz.de/10012265772
Saved in:
12
Service recovery on stage : effects of social media recovery on virtually present others
Hogreve, Jens
;
Bilstein, Nicola
;
Hörner, Kathrin Brigitte
- In:
Journal of service research
22
(
2019
)
4
,
pp. 421-439
Persistent link: https://www.econbiz.de/10012128049
Saved in:
13
The effect of compensation size on recovery satisfaction after group service failures: the role of group versus individual service recovery
Albrecht, Arne Keno
;
Schäfers, Tobias
;
Walsh, Gianfranco
; …
- In:
Journal of service research
22
(
2019
)
1
,
pp. 60-74
Persistent link: https://www.econbiz.de/10012005769
Saved in:
14
Reclaiming the future : understanding customer forgiveness of service transgressions
Tsarenko, Yelena
;
Strizhakova, Yuliya
;
Otnes, Cele
- In:
Journal of service research
22
(
2019
)
2
,
pp. 139-155
Persistent link: https://www.econbiz.de/10012007424
Saved in:
15
When and why a squeakier wheel gets more grease : the influence of cultural values and anger intensity on customer compensation
Glikson, Ella
;
Rees, Laura
;
Wirtz, Jochen
;
Kopelman, Shirli
- In:
Journal of service research
22
(
2019
)
3
,
pp. 223-240
Persistent link: https://www.econbiz.de/10012126364
Saved in:
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