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~isPartOf:"Total quality management & business excellence : an official journal of the European Society for Organisational Excellence"
~isPartOf:"Psychology & marketing"
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Beschwerdemanagement
23
Complaint management
23
Consumer behaviour
14
Dienstleistungsqualität
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14
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14
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13
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Total quality management & business excellence : an official journal of the European Society for Organisational Excellence
Psychology & marketing
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
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
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
7
Reihe: Wissenschaftliche Arbeitspapiere / W / Institut für Marktorientierte Unternehmensführung, Universität Mannheim
7
Cogent business & management
6
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ECONIS (ZBW)
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1
Mapping the service recovery research landscape : a bibliometric-based systematic review
Mir, Mahmood
;
Ashraf, Rohail
;
Syed, Tahir Abbas
;
Ali, Sara
- In:
Psychology & marketing
40
(
2023
)
10
,
pp. 2060-2087
Persistent link: https://www.econbiz.de/10014338470
Saved in:
2
When and why signaling frontline employee inexperience can prove to be an asset : effects on consumer forgiveness for service failure
Flacandji, Michaël
;
Cusin, Julien
;
Lunardo, Renaud
- In:
Psychology & marketing
40
(
2023
)
12
,
pp. 2728-2742
Persistent link: https://www.econbiz.de/10014432547
Saved in:
3
The customer is often wrong : investigating the influence of customer failures and apologies on frontline service employee well-being
Robertson, Nichola
;
Rotman, Jeffrey
;
MacQuilken, Lisa
; …
- In:
Psychology & marketing
40
(
2023
)
4
,
pp. 825-844
Persistent link: https://www.econbiz.de/10014290864
Saved in:
4
Digital presence in service recovery : the interactive effect of customer salutations and employee photographs in email signatures
Walsh, Gianfranco
;
Shiu, Edward
;
Schaarschmidt, Mario
; …
- In:
Psychology & marketing
39
(
2022
)
12
,
pp. 2361-2383
Persistent link: https://www.econbiz.de/10013465198
Saved in:
5
There's not much to tell : the impact of emotional resilience on negative word-of-mouth following service failure
Lteif, Lama
;
Rubin, Dan
;
Ball, Joan P.
;
Lamberton, Cait
- In:
Psychology & marketing
40
(
2023
)
9
,
pp. 1808-1820
Persistent link: https://www.econbiz.de/10014338326
Saved in:
6
An examination of frontline employee-customer incidental similarities in service failure and recovery contexts
Lindsey-Hall, Kristina K.
;
Jaramillo, Susana
;
Baker, …
- In:
Psychology & marketing
40
(
2023
)
6
,
pp. 1047-1060
Persistent link: https://www.econbiz.de/10014291713
Saved in:
7
Consumer cynicism in service failures
Tran, Hai-Anh
;
Strizhakova, Yuliya
;
Usrey, Bryan
; …
- In:
Psychology & marketing
39
(
2022
)
2
,
pp. 346-359
Persistent link: https://www.econbiz.de/10012796107
Saved in:
8
Mitigating the negative effects of service failure through customer identification
Song, Jiaqi
;
Huang, Jiexian
;
Jiang, Yuwei
- In:
Psychology & marketing
39
(
2022
)
4
,
pp. 715-725
Persistent link: https://www.econbiz.de/10013165429
Saved in:
9
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:
10
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:
11
The contrasting influences of incidental anger and fear on responses to a service failure
Su, Lei
;
Wan, Lisa C.
;
Wyer, Robert S.
- In:
Psychology & marketing
35
(
2018
)
9
,
pp. 666-675
Persistent link: https://www.econbiz.de/10011970127
Saved in:
12
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:
13
Rewarding customers who keep a product : how reinforcement affects customers' product return decision in online retailing
Gelbrich, Katja
;
Gäthke, Jana
;
Hübner, Alexander
- In:
Psychology & marketing
34
(
2017
)
9
,
pp. 853-867
Persistent link: https://www.econbiz.de/10011738111
Saved in:
14
Consumer revenge using the Internet and social media : an examination of the role of service failure types and cognitive appraisal processes
Obeidat, Zaid Mohammad Ibrahim
;
Xiao, Sarah Hong
;
Iyer, …
- In:
Psychology & marketing
34
(
2017
)
4
,
pp. 496-515
Persistent link: https://www.econbiz.de/10011674019
Saved in:
15
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:
16
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:
17
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:
18
Do negative consumption experiences hurt manufacturers or retailers? : the influence of reasoning style on consumer blame attributions and purchase intention
Yoon, Sukki
- In:
Psychology & marketing
30
(
2013
)
7
,
pp. 555-565
Persistent link: https://www.econbiz.de/10009778566
Saved in:
19
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:
20
Understanding unethical retail disposition practice and restraint from the consumer perspective
Rosenbaum, Mark S.
;
Kuntze, Ronald
;
Wooldridge, Barbara Ross
- In:
Psychology & marketing
28
(
2011
)
1
,
pp. 29-52
Persistent link: https://www.econbiz.de/10008856897
Saved in:
21
The effect of consumer emotional disclosure on fairness perceptions
Lee-Wingate, Sooyeon Nikki
;
Corfman, Kim P.
- In:
Psychology & marketing
28
(
2011
)
9
,
pp. 897-908
Persistent link: https://www.econbiz.de/10009299416
Saved in:
22
Perceived justice of service recovery strategies : impact on customer satisfaction and quality relationship
Vázquez Casielles, Rodolfo
;
Álvarez, Leticia Suárez
; …
- In:
Psychology & marketing
27
(
2010
)
5
,
pp. 487-509
Persistent link: https://www.econbiz.de/10003972422
Saved in:
23
Complaining : a function of attitude, personality, and situation
Thøgersen, John
;
Juhl, Hans Jørn
;
Stig Poulsen, Carsten
- In:
Psychology & marketing
26
(
2009
)
8
,
pp. 760-777
Persistent link: https://www.econbiz.de/10003867772
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