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~isPartOf:"Total quality management & business excellence : an official journal of the European Society for Organisational Excellence"
~isPartOf:"Journal of consumer behaviour : an international research review"
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Beschwerdemanagement
19
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19
Customer satisfaction
9
Dienstleistungsqualität
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9
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9
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Total quality management & business excellence : an official journal of the European Society for Organisational Excellence
Journal of consumer behaviour : an international research review
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
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Journal of the Academy of Marketing Science
20
Psychology & marketing
16
European journal of marketing : EJM
15
Journal of retailing
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SpringerLink / Bücher
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Journal of service management
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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 marketing
12
Marketing letters : a journal of research in marketing
12
Ilmenauer Schriften zur Betriebswirtschaftslehre
11
Journal of service research
11
International journal of consumer studies
10
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
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Reihe: Wissenschaftliche Arbeitspapiere / W / Institut für Marktorientierte Unternehmensführung, Universität Mannheim
7
Cogent business & management
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ECONIS (ZBW)
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1
ANP-based knowledge management solutions framework for the long-term complaint knowledge transfer
Hellebrandt, Thomas
;
Heine, Ina
;
Schmitt, Robert
- In:
Total quality management & business excellence : an …
29
(
2018
)
9
,
pp. 1074-1088
Persistent link: https://www.econbiz.de/10011918851
Saved in:
2
Development of a quantification model for the cost of loss of image with customer complaints
Sansalvador, Manuel E.
;
Brotons, José M.
- In:
Total quality management & business excellence : an …
29
(
2018
)
14
,
pp. 1633-1647
Persistent link: https://www.econbiz.de/10011962117
Saved in:
3
The influence of customer participation on service failure perceptions
Koc, Erdogan
;
Ulukoy, Metin
;
Kilic, Recep
;
Yumusak, Sedat
; …
- In:
Total quality management & business excellence : an …
28
(
2017
)
3/4
,
pp. 390-404
Persistent link: https://www.econbiz.de/10011723681
Saved in:
4
Consumers' attributions and brand evaluations in product-harm crises : the role of implicit theories of personality
Yin, Cheng-Yue
;
Yu, Hong-Yan
;
Poon, Patrick
- In:
Journal of consumer behaviour : an international …
15
(
2016
)
1
,
pp. 87-95
Persistent link: https://www.econbiz.de/10011485480
Saved in:
5
Developing control charts in monitoring service quality based on the number of customer complaints
Chen, Kuen-Suan
;
Chang, Tsang-Chuan
;
Wang, Kung-Jeng
; …
- In:
Total quality management & business excellence : an …
26
(
2015
)
5/6
,
pp. 675-689
Persistent link: https://www.econbiz.de/10011305614
Saved in:
6
Technical complaint management from a quality perspective
Linder, A.
;
Schmitt, S.
;
Schmitt, R.
- In:
Total quality management & business excellence : an …
25
(
2014
)
8
,
pp. 865-875
Persistent link: https://www.econbiz.de/10010393803
Saved in:
7
The revitalising effect of ISO 9001 on dissatisfied customers
Petnji Yaya, Luc Honore
;
Marimon, Frederic
;
Casadesús, …
- In:
Total quality management & business excellence : an …
25
(
2014
)
8
,
pp. 856-864
Persistent link: https://www.econbiz.de/10010393804
Saved in:
8
Disordering things
Denegri-Knott, Janice
;
Parsons, Elizabeth
- In:
Journal of consumer behaviour : an international …
13
(
2014
)
2
,
pp. 89-98
Persistent link: https://www.econbiz.de/10010348836
Saved in:
9
Utility blindness : why do we fall for deals?
Liu, Maggie Wenjing
- In:
Journal of consumer behaviour : an international …
13
(
2014
)
1
,
pp. 42-49
Persistent link: https://www.econbiz.de/10010255549
Saved in:
10
Point of purchase or point of frustration? : consumer frustration tendencies and response in a retail setting
Van Steenburg, Eric
;
Spears, Nancy
;
Fabrize, Robert O.
- In:
Journal of consumer behaviour : an international …
12
(
2013
)
5
,
pp. 389-400
Persistent link: https://www.econbiz.de/10010200859
Saved in:
11
Does culture impact preferred employee attributes in complaint-handling encounters?
Gruber, Thorsten
;
Abosag, Ibrahim
;
Reppel, Alexander
; …
- In:
Total quality management & business excellence : an …
24
(
2013
)
11
,
pp. 1301-1315
Persistent link: https://www.econbiz.de/10010208056
Saved in:
12
Transitory bias as a source of customer dissatisfaction : an exploratory investigation
Trocchia, Philip J.
;
Luckett, Michael G.
- In:
Journal of consumer behaviour : an international …
12
(
2013
)
1
,
pp. 32-41
Persistent link: https://www.econbiz.de/10009720162
Saved in:
13
Individual differences in opportunistic claiming behavior
Macintosh, Gerrard
;
Stevens, Charles D.
- In:
Journal of consumer behaviour : an international …
12
(
2013
)
1
,
pp. 10-19
Persistent link: https://www.econbiz.de/10009720167
Saved in:
14
Customer reactions to encountering consecutive service failures
Wu, Cou-chen
;
Lo, Yu Husan
- In:
Journal of consumer behaviour : an international …
11
(
2012
)
3
,
pp. 217-224
Persistent link: https://www.econbiz.de/10009575353
Saved in:
15
Consumer complaints and recovery through guaranteeing self-service technology
Robertson, Nichola
;
MacQuilken, Lisa
;
Kandampully, Jay
- In:
Journal of consumer behaviour : an international …
11
(
2012
)
1
,
pp. 21-30
Persistent link: https://www.econbiz.de/10009508885
Saved in:
16
Service recovery following dysfunktional consumer participation
Hibbert, Sally A.
;
Piacentini, Narua G.
;
Hogg, Margaret K.
- In:
Journal of consumer behaviour : an international …
11
(
2012
)
4
,
pp. 329-338
Persistent link: https://www.econbiz.de/10009624505
Saved in:
17
Sorry not today : self and temporary consumption denial
Black, Iain R.
- In:
Journal of consumer behaviour : an international …
10
(
2011
)
5
,
pp. 267-278
Persistent link: https://www.econbiz.de/10009378684
Saved in:
18
Exploring Chinese consumer repurchasing intention for services : an empirical investigation
Li, Dongjin
;
An, Shenghui
;
Yang, Kai
- In:
Journal of consumer behaviour : an international …
7
(
2008
)
6
,
pp. 448-460
Persistent link: https://www.econbiz.de/10003789912
Saved in:
19
The role of cognition and affect in the formation of customer satisfaction judgements concerning service recovery encounters
Schoefer, Klaus
- In:
Journal of consumer behaviour : an international …
7
(
2008
)
3
,
pp. 210-221
Persistent link: https://www.econbiz.de/10003740930
Saved in:
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