//--> //--> //--> //-->
Toggle navigation
Logout
Change account settings
EN
DE
ES
FR
A-Z
Beta
About EconBiz
News
Thesaurus (STW)
Research Skills
Help
EN
DE
ES
FR
My account
Logout
Change account settings
Login
Publications
Events
Your search terms
Search
Retain my current filters
~isPartOf:"Total quality management & business excellence : an official journal of the European Society for Organisational Excellence"
~isPartOf:"Psychology & marketing"
~isPartOf:"Journal of business research : JBR"
Search options
All Fields
Title
Exact title
Subject
Author
Institution
ISBN/ISSN
Published in...
Publisher
Open Access only
Advanced
Search history
My EconBiz
Favorites
Loans
Reservations
Fines
You are here:
Home
Search: subject_exact:"Reklamation"
Narrow search
Delete all filters
| 3 applied filters
Year of publication
From:
To:
Subject
All
Beschwerdemanagement
93
Complaint management
93
Dienstleistungsqualität
59
Service quality
59
Customer satisfaction
58
Kundenzufriedenheit
58
Consumer behaviour
52
Konsumentenverhalten
52
Beziehungsmarketing
48
Relationship marketing
48
Customer service
28
Kundenservice
28
Service failure
22
Service recovery
20
Emotion
17
Viral marketing
14
Virales Marketing
14
Brand management
7
Customer integration
7
Markenführung
7
service failure
7
Gerechtigkeit
6
Justice
6
Kundenintegration
6
Online retailing
6
Online-Handel
6
Satisfaction
6
Social Web
6
Social web
6
service recovery
6
Brand image
5
Dienstleistungssektor
5
Einzelhandel
5
Markenimage
5
Retail trade
5
Service industry
5
Anger
4
Learning organization
4
Lernende Organisation
4
Quality management
4
more ...
less ...
Online availability
All
Undetermined
58
Free
4
Type of publication
All
Article
93
Type of publication (narrower categories)
All
Article in journal
92
Aufsatz in Zeitschrift
92
Conference paper
3
Konferenzbeitrag
3
Language
All
English
93
Author
All
Chebat, Jean-Charles
4
Balaji, M. S.
3
Gäthke, Jana
3
Baker, Thomas L.
2
Cusin, Julien
2
Flacandji, Michaël
2
Gelbrich, Katja
2
Gruber, Thorsten
2
Grégoire, Yany
2
Huang, Minxue
2
Hutzinger, Clemens
2
Kasnakoglu, Berna Tari
2
Krishnan, Balaji C.
2
Lunardo, Renaud
2
Salo, Jari
2
Sengupta, Aditi Sarkar
2
Tsang, Alex S. L.
2
Varnali, Kaan
2
Walsh, Gianfranco
2
Wan, Lisa C.
2
Weitzl, Wolfgang
2
Yılmaz, Çengiz
2
Zhou, Nan
2
Zhou, Yuanyuan
2
Abosag, Ibrahim
1
Aghazadeh, Hashem
1
Ahmed, Zafar U.
1
Alamanos, Eleftherios
1
Alatalo, Sari
1
Ali, Faizan
1
Ali, Sara
1
Armirotto, Vincent
1
Arora, Swapan Deep
1
Arsenovic, Jasenko
1
Ashraf, Rohail
1
Azab, Carol
1
Azemi, Yllka
1
Bachrach, Daniel G.
1
Bacile, Todd J.
1
Bagozzi, Richard P.
1
more ...
less ...
Published in...
All
Total quality management & business excellence : an official journal of the European Society for Organisational Excellence
Psychology & marketing
Journal of business research : JBR
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
more ...
less ...
Source
All
ECONIS (ZBW)
93
Showing
1
-
50
of
93
Sort
Relevance
Date (newest first)
Date (oldest first)
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
Would you forgive me? : from perceived justice and complaint handling to customer forgiveness and brand credibility-symmetrical and asymmetrical perspectives
Ali, Faizan
;
El-Manstrly, Dahlia
;
Ghazanfar Ali Abbasi
- In:
Journal of business research : JBR
166
(
2023
),
pp. 1-15
Persistent link: https://www.econbiz.de/10014368203
Saved in:
6
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:
7
Coping, rumination, and electronic word-of-mouth : segmenting consumer responses to service failure via fuzzy clustering
Gonnon, Martin
;
Taheri, Babak
;
Disegna, Marta
;
Prayag, …
- In:
Journal of business research : JBR
166
(
2023
),
pp. 1-15
Persistent link: https://www.econbiz.de/10014380316
Saved in:
8
A time(ly) perspective of the service recovery paradox : how organizational learning moderates follow-up recovery effects
Lunardo, Renaud
;
Cusin, Julien
;
Flacandji, Michaël
- In:
Journal of business research : JBR
166
(
2023
),
pp. 1-14
Persistent link: https://www.econbiz.de/10014380317
Saved in:
9
Mitigating immediate and lagged effects of customer mistreatment on service failure and sabotage : critical roles of service recovery behaviors
Wang, I-An
;
Chen, Pei-Chi
;
Chi, Nai-Wen
- In:
Journal of business research : JBR
154
(
2023
),
pp. 1-17
Persistent link: https://www.econbiz.de/10013468630
Saved in:
10
Service failures in times of crisis : an analysis of eWOM emotionality
Gerrath, Maximilian H. E. E.
;
Mafael, Alexander
; …
- In:
Journal of business research : JBR
154
(
2023
),
pp. 1-12
Persistent link: https://www.econbiz.de/10013468762
Saved in:
11
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:
12
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:
13
Can beauty save service failures? : the role of recovery employees' physical attractiveness in the tourism industry
Li, Yaoqi
;
Zhang, Chun
;
Fang, Shujie
- In:
Journal of business research : JBR
141
(
2022
),
pp. 100-110
Persistent link: https://www.econbiz.de/10013167959
Saved in:
14
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:
15
Beyond anger : a neutralization perspective of customer revenge
Yang, Chaofan
;
Sun, Yongqiang
;
Shen, Xiao-Liang
- In:
Journal of business research : JBR
146
(
2022
),
pp. 363-374
Persistent link: https://www.econbiz.de/10013271411
Saved in:
16
The effect of the valence of forgiveness to service recovery strategies and service outcomes in food delivery apps
Kaur, Puneet
;
Talwar, Shalini
;
Islam, Nazrul
;
Salo, Jari
; …
- In:
Journal of business research : JBR
147
(
2022
),
pp. 142-157
Persistent link: https://www.econbiz.de/10013271481
Saved in:
17
Engaging the avatar : the effects of authenticity signals during chat-based service recoveries
Esmark Jones, Carol L.
;
Hancock, Tyler
;
Kazandjian, Brett
; …
- In:
Journal of business research : JBR
144
(
2022
),
pp. 703-716
Persistent link: https://www.econbiz.de/10013185032
Saved in:
18
Consumer-brand relationship : a brand hate perspective
Roy, Sanjit
;
Sharma, Apurv
;
Bose, Sunny
;
Gaganpreet Singh
- In:
Journal of business research : JBR
144
(
2022
),
pp. 1293-1304
Persistent link: https://www.econbiz.de/10013185103
Saved in:
19
The impact of negative customer engagement on market-based assets and financial performance
Rahman, Mahabubur
;
Faroque, Anisur Rahman
;
Sakka, Georgia
; …
- In:
Journal of business research : JBR
138
(
2022
),
pp. 422-435
Persistent link: https://www.econbiz.de/10013197867
Saved in:
20
Effects of online commercial friendships on customer revenge following a service failure
Fu, Xiaorong
;
Pang, Jing
;
Gursoy, Dogan
- In:
Journal of business research : JBR
153
(
2022
),
pp. 102-114
Persistent link: https://www.econbiz.de/10013533975
Saved in:
21
Is service recovery of equal importance for private vs public complainers?
Béal, Mathieu
;
Suri, Anshu
;
Nguyen, Nguyen
;
Grégoire, Yany
- In:
Journal of business research : JBR
153
(
2022
),
pp. 392-400
Persistent link: https://www.econbiz.de/10013534061
Saved in:
22
Public complaining : a blessing in disguise? : educational calling as a benevolent process that gives consumers voice on brands’ social media
Siret, Iris
;
Sabadie, William
- In:
Journal of business research : JBR
150
(
2022
),
pp. 476-490
Persistent link: https://www.econbiz.de/10013365746
Saved in:
23
No laughing matter, or a secret weapon? : exploring the effect of humor in service failure situations
Kobel, Sarah
;
Gröppel-Klein, Andrea
- In:
Journal of business research : JBR
132
(
2021
),
pp. 260-269
Persistent link: https://www.econbiz.de/10012581605
Saved in:
24
Do they see the signs? : organizational response behavior to customer complaint messages
Janda-Eble, Sergej
;
Polthier, Andreas
;
Kuester, Sabine
- In:
Journal of business research : JBR
137
(
2021
),
pp. 116-127
Persistent link: https://www.econbiz.de/10012665696
Saved in:
25
Justice (is not the same) for all : the role of relationship activity for post-recovery outcomes
Arsenovic, Jasenko
;
De Keyser, Arne
;
Edvardsson, Bo
; …
- In:
Journal of business research : JBR
134
(
2021
),
pp. 342-351
Persistent link: https://www.econbiz.de/10012643777
Saved in:
26
Recover from a service failure : the differential effects of brand betrayal and brand disappointment on an exclusive brand offering
Teck Ming Tan
;
Balaji, M. S.
;
Oikarinen, Eeva-Liisa
; …
- In:
Journal of business research : JBR
123
(
2021
),
pp. 126-139
Persistent link: https://www.econbiz.de/10012430477
Saved in:
27
Intellectual structure of consumer complaining behavior (CCB) research : a bibliometric analysis
Arora, Swapan Deep
;
Chakraborty, Anirban
- In:
Journal of business research : JBR
122
(
2021
),
pp. 60-74
Persistent link: https://www.econbiz.de/10012420340
Saved in:
28
Co-creation of online service recoveries and its effects on complaint bystanders
Hutzinger, Clemens
;
Weitzl, Wolfgang
- In:
Journal of business research : JBR
130
(
2021
),
pp. 525-538
Persistent link: https://www.econbiz.de/10012544868
Saved in:
29
Service failure and recovery in B2B markets : a morphological analysis
Baliga, Ashwin J.
;
Chawla, Vaibhav
;
Sunder M., Vijaya
; …
- In:
Journal of business research : JBR
131
(
2021
),
pp. 763-781
Persistent link: https://www.econbiz.de/10012545044
Saved in:
30
A Bit(coin) of happiness after a failure : an empirical examination of the effectiveness of cryptocurrencies as an innovative recovery tool
Nazifi, Amin
;
Murdy, Samantha
;
Marder, Ben
;
Gäthke, Jana
; …
- In:
Journal of business research : JBR
124
(
2021
),
pp. 494-505
Persistent link: https://www.econbiz.de/10012493980
Saved in:
31
Going on a journey : a review of the customer journey literature
Tueanrat, Yanika
;
Papagiannidis, Savvas
;
Alamanos, …
- In:
Journal of business research : JBR
125
(
2021
),
pp. 336-353
Persistent link: https://www.econbiz.de/10012494106
Saved in:
32
The role of the store in managing postpurchase complaints for omnichannel shoppers
Miquel-Romero, Maria-Jose
;
Frasquet Deltoro, Marta
; …
- In:
Journal of business research : JBR
109
(
2020
),
pp. 288-296
Persistent link: https://www.econbiz.de/10012238069
Saved in:
33
Buffering effects of brand community identification in service failures : the role of customer citizenship behaviors
Mandl, Leonhard
;
Hogreve, Jens
- In:
Journal of business research : JBR
107
(
2020
),
pp. 130-137
Persistent link: https://www.econbiz.de/10012156727
Saved in:
34
Customer responses to frontline employee complaining in retail service environments : the role of perceived impropriety
Locander, Jennifer A.
;
White, Allyn
;
Newman, Christopher L.
- In:
Journal of business research : JBR
107
(
2020
),
pp. 315-323
Persistent link: https://www.econbiz.de/10012156764
Saved in:
35
Building trust through a personal touch : consumer response to service failure and recovery of home-sharing
Lu, Lu
;
Cai, Ruiying
;
King, Ceridwyn
- In:
Journal of business research : JBR
117
(
2020
),
pp. 99-111
Persistent link: https://www.econbiz.de/10012285524
Saved in:
36
Profiling (un-)committed online complaints : their characteristics and post-webcare reactions
Weitzl, Wolfgang J.
;
Einwiller, Sabine A.
- In:
Journal of business research : JBR
117
(
2020
),
pp. 740-753
Persistent link: https://www.econbiz.de/10012288097
Saved in:
37
The road to consumer forgiveness is paved with money or apology? : the roles of empathy and power in service recovery
Wei, Chuang
;
Liu, Maggie Wenjing
;
Keh, Hean Tat
- In:
Journal of business research : JBR
118
(
2020
),
pp. 321-334
Persistent link: https://www.econbiz.de/10012288607
Saved in:
38
Paying it forward : the influence of other customer service recovery on future co-creation
Kim, Kawon
;
Baker, Melissa A.
- In:
Journal of business research : JBR
121
(
2020
),
pp. 604-615
Persistent link: https://www.econbiz.de/10012417381
Saved in:
39
The effects of warmth-oriented and competence-oriented service recovery messages on observers on online platforms
Huang, Ran
;
Ha, Sejin
- In:
Journal of business research : JBR
121
(
2020
),
pp. 616-627
Persistent link: https://www.econbiz.de/10012417382
Saved in:
40
When in Rome! : complaint contagion effect in multi-actor service ecosystems
Chen, Ke
;
Chen, Jianxun
;
Zhan, Wu
;
Sharma, Piyush
- In:
Journal of business research : JBR
121
(
2020
),
pp. 628-641
Persistent link: https://www.econbiz.de/10012417383
Saved in:
41
Understanding why anger predicts intention to complain among high but not low power customers : a test of competing models
Min, Hyounae
;
Joireman, Jeff
;
Kim, Hyun Jeong
- In:
Journal of business research : JBR
95
(
2019
),
pp. 93-102
Persistent link: https://www.econbiz.de/10011979790
Saved in:
42
The critical role of customer forgiveness in successful service recovery
Harrison-Walker, L. Jean
- In:
Journal of business research : JBR
95
(
2019
),
pp. 376-391
Persistent link: https://www.econbiz.de/10011980198
Saved in:
43
The entitlement/forgiveness conflict of self-relevant and self-neutral relationships during service failure and recovery
Wolter, Jeremy S.
;
Bacile, Todd J.
;
Smith, Jeffery S.
; …
- In:
Journal of business research : JBR
104
(
2019
),
pp. 233-246
Persistent link: https://www.econbiz.de/10012105015
Saved in:
44
An exploration into the practice of online service failure and recovery strategies in the Balkans
Azemi, Yllka
;
Ozuem, Wilson
;
Howell, Kerry E.
; …
- In:
Journal of business research : JBR
94
(
2019
),
pp. 420-431
Persistent link: https://www.econbiz.de/10011947466
Saved in:
45
Is high recovery more effective than expected recovery in addressing service failure? : a moral judgment perspective
Chen, Tong
;
Ma, Ke
;
Bian, Xuemei
;
Zheng, Chundong
; …
- In:
Journal of business research : JBR
82
(
2018
),
pp. 1-9
Persistent link: https://www.econbiz.de/10011771721
Saved in:
46
Are cynical customers satisfied differently? : role of negative inferred motive and customer participation in service recovery
Balaji, M. S.
;
Jha, Subhash
;
Sengupta, Aditi Sarkar
; …
- In:
Journal of business research : JBR
86
(
2018
),
pp. 109-118
Persistent link: https://www.econbiz.de/10011855231
Saved in:
47
Retailers beware : on denied product returns and consumer behavior
Dailey, Lynn C.
;
Ülkü, M. Ali
- In:
Journal of business research : JBR
86
(
2018
),
pp. 202-209
Persistent link: https://www.econbiz.de/10011855289
Saved in:
48
The determinants of approval of online consumer revenge
Ribeiro, Gisele de Campos
;
Butori, Raphaëlle
;
Le …
- In:
Journal of business research : JBR
88
(
2018
),
pp. 212-221
Persistent link: https://www.econbiz.de/10011869708
Saved in:
49
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:
50
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:
1
2
Next
Last
Results per page
10
25
50
100
250
A service of the
zbw
×
Loading...
//-->