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16
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Vázquez Casielles, Rodolfo
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MacQuilken, Lisa
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Ro, Heejung
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Svensson, Göran
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Tsarenko, Yelena
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7
Tronvoll, Bård
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Cai, Ruiying
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Journal of business research : JBR
70
International journal of hospitality management
55
Journal of retailing and consumer services
43
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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
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15
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SpringerLink / Bücher
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14
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13
Services marketing quarterly
13
Journal of air transport management
12
Journal of consumer behaviour : an international research review
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12
Marketing letters : a journal of research in marketing
12
Ilmenauer Schriften zur Betriebswirtschaftslehre
11
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11
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10
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10
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10
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9
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9
Asia Pacific journal of marketing and logistics
8
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8
International journal of production economics
8
Journal of strategic marketing
8
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8
Tourism management : research, policies, practice
8
Marketing intelligence & planning
7
Reihe: Wissenschaftliche Arbeitspapiere / W / Institut für Marktorientierte Unternehmensführung, Universität Mannheim
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36
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9
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4
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3
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651
Managing expectations : explaining and influencing post-purchase evaluations and return intentions in online retailing
Hellemann, Niklas Jan
-
2017
Persistent link: https://www.econbiz.de/10011705406
Saved in:
652
Customers' emotion regulation strategies in service failure encounters
Balaji, M. S.
;
Roy, Sanjit
;
Quazi, Ali
- In:
European journal of marketing : EJM
51
(
2017
)
5/6
,
pp. 960-982
Persistent link: https://www.econbiz.de/10011708773
Saved in:
653
Beyond exit and voice : developing an integrated taxonomy of consumer complaining behaviour
Istanbulluoglu, Doga
;
Leek, Sheena
;
Szmigin, Isabelle
- In:
European journal of marketing : EJM
51
(
2017
)
5/6
,
pp. 1109-1128
Persistent link: https://www.econbiz.de/10011708896
Saved in:
654
Complaint management in hospitality organizations : the role of empowerment and other service recovery attributes impacting loyalty and satisfaction
Ogbeide, Godwin-Charles A.
;
Böser, Stefanie
; …
- In:
Tourism and hospitality research : the surrey quarterly …
17
(
2017
)
2
,
pp. 204-216
Persistent link: https://www.econbiz.de/10011711563
Saved in:
655
Emotional management and behavioural inhibition system in service failures
Thuc Nghi Le
- In:
International journal of services and operations management
27
(
2017
)
2
,
pp. 190-209
Persistent link: https://www.econbiz.de/10011757781
Saved in:
656
Consumer control in service recovery : beyond decisional control
Joosten, Herm
;
Bloemer, Johanna M.
;
Hillebrand, Bas
- In:
Journal of service management
28
(
2017
)
3
,
pp. 499-519
Persistent link: https://www.econbiz.de/10011758717
Saved in:
657
Why are Generation Y consumers the most likely to complain and repurchase?
Soares, Raquel Reis
;
Zhang, Ting Ting
;
Proença, João F.
; …
- In:
Journal of service management
28
(
2017
)
3
,
pp. 520-540
Persistent link: https://www.econbiz.de/10011758761
Saved in:
658
Whose and what social media complaints have happier resolutions? : evidence from Twitter
Gunarathne, Priyanga
;
Rui, Huaxia
;
Seidmann, Abraham
- In:
Journal of management information systems : JMIS
34
(
2017
)
2
,
pp. 314-340
Persistent link: https://www.econbiz.de/10011764483
Saved in:
659
Hotel service recovery and service quality : influences of corporate image and generational differences in the relationship between customer satisfaction and loyalty
Cheng Boon Liat
;
Shaheen Mansori
;
Gan, Ching Chuan
; …
- In:
Journal of global marketing
30
(
2017
)
1
,
pp. 42-51
Persistent link: https://www.econbiz.de/10011779381
Saved in:
660
Service crisis recovery and firm performance : insights from information breach announcements
Rasoulian, Shahin
;
Grégoire, Yany
;
Legoux, Renaud
; …
- In:
Journal of the Academy of Marketing Science
45
(
2017
)
6
,
pp. 789-806
Persistent link: https://www.econbiz.de/10011779515
Saved in:
661
Unveiling the recovery time zone of tolerance : when time matters in service recovery
Hogreve, Jens
;
Bilstein, Nicola
;
Mandl, Leonhard
- In:
Journal of the Academy of Marketing Science
45
(
2017
)
6
,
pp. 866-883
Persistent link: https://www.econbiz.de/10011779540
Saved in:
662
The impact of service failure and recovery on target and observing customers : a comparative study
Sharifi, Seyed Shahin
;
Palmeira, Mauricio
;
Ma, Junzhao
; …
- In:
Journal of hospitality marketing & management
26
(
2017
)
8
,
pp. 889-910
Persistent link: https://www.econbiz.de/10011784161
Saved in:
663
The effect of nostalgia on service failure
Jeon, Jin A.
;
Kim, Ja-Yeon
- In:
The journal of applied business research
33
(
2017
)
6
,
pp. 1243-1250
Persistent link: https://www.econbiz.de/10011785469
Saved in:
664
Double deviation investigation of perceived service recovery justice : a study on the Indonesian airline industry
Ellyawati, Jeanne
- In:
The journal of applied business research
33
(
2017
)
6
,
pp. 1263-1271
Persistent link: https://www.econbiz.de/10011785477
Saved in:
665
South African complaint forums in the retail industry : a survey of literature and some lessons from the EU
Koekemoer, Michel
- In:
Journal of consumer policy : consumer issues in law, …
40
(
2017
)
4
,
pp. 419-445
Persistent link: https://www.econbiz.de/10011786498
Saved in:
666
The effects of marketer- and advocate-initiated online service recovery responses on silent bystanders
Weitzl, Wolfgang
;
Hutzinger, Clemens
- In:
Journal of business research : JBR
80
(
2017
),
pp. 164-175
Persistent link: https://www.econbiz.de/10011771479
Saved in:
667
Analysing the fulfilment of service recovery paradox in retailing
Fayos-Gardó, Teresa
;
Moliner-Velázquez, Beatriz
; …
- In:
The international review of retail, distribution and …
27
(
2017
)
4
,
pp. 369-389
Persistent link: https://www.econbiz.de/10011772407
Saved in:
668
Collective job crafting and team service recovery performance : a moderated mediation mechanism
Luu Trong Tuan
- In:
Marketing intelligence & planning
35
(
2017
)
5
,
pp. 641-656
Persistent link: https://www.econbiz.de/10011774639
Saved in:
669
The benefit of becoming friends : complaining after service failures leads customers with strong ties to increase loyalty
Umashankar, Nita
;
Ward, Morgan K.
;
Dahl, Darren W.
- In:
Journal of marketing
81
(
2017
)
6
,
pp. 79-98
Persistent link: https://www.econbiz.de/10011776897
Saved in:
670
User compensation as a data breach recovery action : an investigation of the Sony PlayStation Network breach
Goode, Sigi
;
Hoehle, Hartmut
;
Venkatesh, Viswanath
; …
- In:
Management information systems : mis quarterly
41
(
2017
)
3
,
pp. 703-727
Persistent link: https://www.econbiz.de/10011740851
Saved in:
671
#IHateYourBrand: adaptive service recovery strategies on Twitter
Abney, Alexandra K.
;
Pelletier, Mark J.
;
Ford, …
- In:
The journal of services marketing
31
(
2017
)
3
,
pp. 281-294
Persistent link: https://www.econbiz.de/10011741259
Saved in:
672
Giving back the "self" in self service : customer preferences in self-service failure recovery
Collier, Joel E.
;
Breazeale, Michael
;
White, Allyn
- In:
The journal of services marketing
31
(
2017
)
6
,
pp. 604-617
Persistent link: https://www.econbiz.de/10011801633
Saved in:
673
Employee revenge against uncivil customers
Bedi, Akanksha
;
Schat, Aaron C. H.
- In:
The journal of services marketing
31
(
2017
)
6
,
pp. 636-649
Persistent link: https://www.econbiz.de/10011801639
Saved in:
674
Managing negative reviews : the persuasive role of webcare characteristics
Ghosh, Tathagata
- In:
Journal of internet commerce
16
(
2017
)
2
,
pp. 148-173
Persistent link: https://www.econbiz.de/10011804469
Saved in:
675
Service recovery strategies using social media sites
Fan, Ying
;
Niu, Run H.
- In:
International journal of services and operations management
28
(
2017
)
4
,
pp. 540-563
Persistent link: https://www.econbiz.de/10011860881
Saved in:
676
Identifying and analysing components of customer relationship management influencing customer-oriented behaviour of employees : the case of Bank Mellat branches of Khouzestan Provi...
Aghdaie, Fathollah Amiri
;
Sasani, Bahman
- In:
International journal of productivity and quality …
22
(
2017
)
3
,
pp. 363-377
Persistent link: https://www.econbiz.de/10011861164
Saved in:
677
Why do lenient claims handling practices exist in the insurance industry? : a survey study of ethical decisions by claims adjusters
Tseng, Lu-Ming
- In:
Managerial finance
43
(
2017
)
11
,
pp. 1254-1273
Persistent link: https://www.econbiz.de/10011812159
Saved in:
678
Occurrences of online fraud complaints : 2002 through 2015
Koong, Kai S.
;
Liu, Lai C.
;
Qin, Hong
;
Ying, Tingting
- In:
International journal of accounting and information …
25
(
2017
)
4
,
pp. 484-504
Persistent link: https://www.econbiz.de/10011813871
Saved in:
679
Return chain management : salvaging returns optimally and influencing customers to shop effectively
Röllecke, Felix Johannes
-
2017
Persistent link: https://www.econbiz.de/10011886586
Saved in:
680
The role of other customers during self-service technology failure
Yi, Youjae
;
Kim, Seo Young
- In:
Service business
11
(
2017
)
4
,
pp. 695-715
Persistent link: https://www.econbiz.de/10011914936
Saved in:
681
The effect of organizational responses to service failures on customer satisfaction perception
Cheung, Fung Yi Millissa
;
To, W. M.
- In:
Service business
11
(
2017
)
4
,
pp. 767-784
Persistent link: https://www.econbiz.de/10011915006
Saved in:
682
Perceived justice and post-recovery satisfaction in banking service failures : do commitment types matter?
Ozkan Tektas, Oznur
- In:
Service business
11
(
2017
)
4
,
pp. 851-870
Persistent link: https://www.econbiz.de/10011915015
Saved in:
683
Customers' response to service failure : an empirical study on Indonesian customers
Ellyawati, Jeanne
- In:
ASEAN marketing journal : Association of Southeast …
9
(
2017
)
1
,
pp. 18-27
Persistent link: https://www.econbiz.de/10011915543
Saved in:
684
Unexpected wedding present
Vidal, Jacqueline
;
Bernal, Pedro Mir
- In:
International journal of business and economics
16
(
2017
)
2
,
pp. 145-150
Persistent link: https://www.econbiz.de/10011971381
Saved in:
685
Tied to a disloyal brand
Hauck, Julia Sarah
- In:
International journal of business and economics
16
(
2017
)
2
,
pp. 195-199
Persistent link: https://www.econbiz.de/10011971491
Saved in:
686
To create or not create : when the customer's paid request is ignored
Anderson, Katrina
- In:
International journal of business and economics
16
(
2017
)
2
,
pp. 227-231
Persistent link: https://www.econbiz.de/10011971509
Saved in:
687
What passengers did not expect when their flight was overbooked
Lefrid, Mohammed
;
Chen, Po-Ju
- In:
International journal of business and economics
16
(
2017
)
3
,
pp. 263-267
Persistent link: https://www.econbiz.de/10011973045
Saved in:
688
Don't bug me! : service recovery for cockroach sighting in hotel food services
Shih, Hui-Wen
;
Chen, Po-Ju
- In:
International journal of business and economics
16
(
2017
)
3
,
pp. 295-301
Persistent link: https://www.econbiz.de/10011973060
Saved in:
689
Effects of customer loyalty on customer entitlement and voiced complaints
Li, Xiaofei
;
Ma, Baolong
;
Zhou, Chen
- In:
The service industries journal
37
(
2017
)
13/14
,
pp. 858-874
Persistent link: https://www.econbiz.de/10011847982
Saved in:
690
Co-creation and service recovery process communication : effects on satisfaction, repurchase intentions, and word of mouth
Vázquez Casielles, Rodolfo
;
Iglesias Argu͏̈elles, Víctor
- In:
Service business
11
(
2017
)
2
,
pp. 321-343
Persistent link: https://www.econbiz.de/10011732372
Saved in:
691
A "Triple A" typology of responding to negative consumer-generated online reviews
Sparks, Beverley A.
;
Bradley, Graham L.
- In:
Journal of hospitality & tourism research : JHTR ; the …
41
(
2017
)
6
,
pp. 719-745
Persistent link: https://www.econbiz.de/10011736938
Saved in:
692
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:
693
Recovering from other-customer-caused failure : the effect on focal customer complaining
MacQuilken, Lisa
;
Robertson, Nichola
;
Polonsky, Michael J.
- In:
Journal of hospitality marketing & management
26
(
2017
)
1
,
pp. 83-104
Persistent link: https://www.econbiz.de/10011669673
Saved in:
694
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:
695
Pre-recovery emotions and satisfaction : a moderated mediation model of service recovery and reputation in the banking sector
Ozkan-Tektas, Oznur
;
Basgoze, Pinar
- In:
European management journal
35
(
2017
)
3
,
pp. 388-395
Persistent link: https://www.econbiz.de/10011720587
Saved in:
696
Corporate social responsibility : the effect of green practices in a service recovery
Albus, Heidi
;
Ro, Heejung
- In:
Journal of hospitality & tourism research : JHTR ; the …
41
(
2017
)
1
,
pp. 41-65
Persistent link: https://www.econbiz.de/10011632988
Saved in:
697
Understanding negative emotions in services through teleological actions
Padin, Carmen
;
Svensson, Göran
- In:
International journal of quality and service sciences
9
(
2017
)
1
,
pp. 67-84
Persistent link: https://www.econbiz.de/10011650515
Saved in:
698
Workplace bullying complaints : lessons for "good HR practice"
Catley, Bevan
;
Blackwood, Kate
;
Forsyth, Darryl
; …
- In:
Personnel review : a professional journal reporting new …
46
(
2017
)
1
,
pp. 100-114
Persistent link: https://www.econbiz.de/10011654329
Saved in:
699
Retourenmanagement im Online-Handel : Kundenverhalten beeinflussen und Kosten senken
Deges, Frank
-
2017
Persistent link: https://www.econbiz.de/10011655262
Saved in:
700
An exploration of consumers' response to online service recovery initiatives
Ozuem, Wilson
;
Patel, Amisha
;
Howell, Kerry E.
; …
- In:
International journal of market research : JMRS ; the …
59
(
2017
)
1
,
pp. 97-116
Persistent link: https://www.econbiz.de/10011697967
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