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isPartOf:"Journal of marketing"
~isPartOf:"Journal of service research : JSR"
~subject:"Complaint management"
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Complaint management
Customer service
47
Kundenservice
47
Beziehungsmarketing
23
Relationship marketing
23
Customer satisfaction
20
Kundenzufriedenheit
20
Dienstleistungsqualität
18
Service quality
18
Beschwerdemanagement
9
Consumer behaviour
9
Konsumentenverhalten
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Dienstleistungssektor
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Salespeople
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Service industry
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Verkaufspersonal
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Work behaviour
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frontline employees
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Emotion
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service failure
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service recovery
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Anforderungsprofil
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Arbeitsleistung
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Job performance
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Job satisfaction
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Leistungsmotivation
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Tsarenko, Yelena
2
Andrews, Michelle
1
Brady, Michael K.
1
Capella, Michael L.
1
Dong, Beibei
1
Evans, Kenneth R.
1
Gabbott, Mark
1
Gelbrich, Katja
1
Gentlemen, Gramercy
1
Grégoire, Yany
1
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1
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1
Hindman, Dustin
1
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1
Kanuri, Vamsi K.
1
Larivière, Bart
1
Mok, Wai Hoe
1
Orsingher, Chiara
1
Pugh, Harrison B.
1
Rapp, Justine M.
1
Sembada, Agung
1
Sivakumar, K.
1
Srinivasan, Raji
1
Tojib, Dewi
1
Umashankar, Nita
1
Van Vaerenbergh, Yves
1
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1
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Journal of marketing
Journal of service research : JSR
Journal of business research : JBR
19
The journal of services marketing
15
International journal of hospitality management
14
Journal of retailing and consumer services
11
Journal of service theory and practice
7
Psychology & marketing
7
The service industries journal
7
Journal of retailing
6
International journal of contemporary hospitality management
5
International journal of quality and service sciences
5
Journal of hospitality marketing & management
5
Journal of service research
5
Managing service quality : MSQ ; an international journal
5
Marketing letters : a journal of research in marketing
5
Services marketing quarterly
5
Business horizons
4
International journal of operations & production management : IJOPM ; the official journal of the European Operations Management Association, EUROMA
4
Journal of the Academy of Marketing Science
4
Gabler Edition Wissenschaft
3
Ilmenauer Schriften zur Betriebswirtschaftslehre
3
International journal of business information systems : IJBIS
3
International journal of services, economics and management
3
Journal of hospitality & tourism research : JHTR ; the professional journal of the Council on Hotel, Restaurant, and Institutional Education
3
Journal of service management
3
Journal of service theory and practice : JSTP
3
Management science : journal of the Institute for Operations Research and the Management Sciences
3
Service business
3
Asia Pacific journal of marketing and logistics
2
Asia-Pacific journal of business administration
2
Cogent business & management
2
Customer Relationship Management : neue CRM-Best-Practice-Fallstudien und -Konzepte zu Prozessen, Organisation, Mitarbeiterführung und Technologie
2
European journal of marketing
2
European journal of marketing : EJM
2
International journal of consumer studies
2
International journal of electronic commerce : IJEC
2
International journal of production economics
2
International journal of services and operations management
2
Journal for global business advancement : JGBA
2
Journal of air transport management
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ECONIS (ZBW)
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1
The unintended consequence of price-based service recovery incentives
Kanuri, Vamsi K.
;
Andrews, Michelle
- In:
Journal of marketing
83
(
2019
)
5
,
pp. 57-77
Persistent link: https://www.econbiz.de/10012176134
Saved in:
2
A customer scorned : effects of employee reprimands in frontline service encounters
Pugh, Harrison B.
;
Brady, Michael K.
;
Hopkins, Lucas M.
- In:
Journal of service research : JSR
21
(
2018
)
2
,
pp. 219-234
Persistent link: https://www.econbiz.de/10011855801
Saved in:
3
Antiservice as guiding maxim : tough lessons from a maximum security prison
Hill, Ronald Paul
;
Capella, Michael L.
;
Rapp, Justine M.
; …
- In:
Journal of service research : JSR
19
(
2016
)
1
,
pp. 57-71
Persistent link: https://www.econbiz.de/10011433173
Saved in:
4
Recovering coproduced service failures : antecedents, consequences, and moderators of locus of recovery
Dong, Beibei
;
Sivakumar, K.
;
Evans, Kenneth R.
;
Zou, …
- In:
Journal of service research : JSR
19
(
2016
)
3
,
pp. 291-306
Persistent link: https://www.econbiz.de/10011665411
Saved in:
5
The positive effects of customers’ power on their behavioral responses after service failure
Sembada, Agung
;
Tsarenko, Yelena
;
Tojib, Dewi
- In:
Journal of service research : JSR
19
(
2016
)
3
,
pp. 337-351
Persistent link: https://www.econbiz.de/10011665459
Saved in:
6
How much compensation should a firm offer for a flawed service? : an examination of the nonlinear effects of compensation on satisfaction
Gelbrich, Katja
;
Gäthke, Jana
;
Grégoire, Yany
- In:
Journal of service research : JSR
18
(
2015
)
1
,
pp. 107-123
Persistent link: https://www.econbiz.de/10010483434
Saved in:
7
A meta-analysis of relationships linking service failure attributions to customer outcomes
Van Vaerenbergh, Yves
;
Orsingher, Chiara
;
Vermeir, Iris
; …
- In:
Journal of service research : JSR
17
(
2014
)
4
,
pp. 381-398
Persistent link: https://www.econbiz.de/10010432171
Saved in:
8
Emotional intelligence as a moderator of coping strategies and service outcomes in circumstances of service failure
Gabbott, Mark
;
Tsarenko, Yelena
;
Mok, Wai Hoe
- In:
Journal of service research : JSR
14
(
2011
)
2
,
pp. 234-248
Persistent link: https://www.econbiz.de/10009266738
Saved in:
9
Developing customer service innovations for service employees : the effects of NSD characteristics on internal innovation magnitude
Umashankar, Nita
;
Srinivasan, Raji
;
Hindman, Dustin
- In:
Journal of service research : JSR
14
(
2011
)
2
,
pp. 164-179
Persistent link: https://www.econbiz.de/10009266745
Saved in:
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