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~isPartOf:"Journal of retailing and consumer services"
~isPartOf:"Journal of retailing"
~subject:"Beschwerdemanagement"
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Beschwerdemanagement
Dienstleistungsqualität
372
Service quality
372
Consumer behaviour
252
Konsumentenverhalten
252
Customer satisfaction
230
Kundenzufriedenheit
230
Beziehungsmarketing
195
Relationship marketing
195
Einzelhandel
81
Retail trade
81
Customer service
64
Kundenservice
64
Complaint management
42
Online retailing
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Online-Handel
42
E-commerce
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Electronic Commerce
28
Satisfaction
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Dienstleistungssektor
27
Emotion
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Service industry
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Viral marketing
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Virales Marketing
26
Customer loyalty
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Customer experience
23
Customer integration
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Kundenintegration
21
Ladengestaltung
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Store design
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Service failure
19
Brand management
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Markenführung
18
Quality management
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Qualitätsmanagement
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Brand image
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Confidence
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Gohary, Ali
2
Hamzelu, Bahman
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Harun, Ahasan
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Karande, Kiran
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Khantimirov, Denis
2
McColl-Kennedy, Janet R.
2
Pacheco, Natália Araújo
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Patterson, Paul G.
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Rokonuzzaman, Md
2
Alizadeh, Hamid
1
Altinigne, Nesenur
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Arikan, Esra
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Ashley, Christy
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Babin, Barry J.
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Bagherzadeh, Ramin
1
Bai, Yanzhuang
1
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1
Bambauer-Sachse, Silke
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Basil, Debra Z.
1
Bataoui, Soffien
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Berbel-Pineda, Juan M.
1
Bicho, Marta
1
Boch, Emmanuelle
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Bolton, Lisa E.
1
Borges, Adilson
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Bougoure, Ursula Sigrid
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Bozkurt, Sıddık
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Brady, Michael K.
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Cambra-Fierro, Jesus
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Cambra-Fierro, Jesús
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Chih, Wen-Hai
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Journal of retailing and consumer services
Journal of retailing
Journal of business research : JBR
45
International journal of hospitality management
44
The journal of services marketing
30
Journal of hospitality marketing & management
24
Journal of service research : JSR
19
Service business
18
International journal of contemporary hospitality management
17
The service industries journal
16
Journal of the Academy of Marketing Science
15
Services marketing quarterly
11
Journal of hospitality & tourism research : JHTR ; the professional journal of the Council on Hotel, Restaurant, and Institutional Education
10
Journal of service research
10
Managing service quality : MSQ ; an international journal
10
Marketing letters : a journal of research in marketing
10
Psychology & marketing
10
European journal of marketing : EJM
9
Journal of air transport management
9
International journal of quality and service sciences
8
Journal of service management
8
Journal of service theory and practice
8
Journal of service theory and practice : JSTP
8
Journal of strategic marketing
7
Asia Pacific journal of marketing and logistics
6
Journal of travel and tourism marketing
6
International journal of business and economics
5
Journal of consumer behaviour : an international research review
5
Journal of consumer marketing
5
Journal of marketing
5
Marketing intelligence & planning
5
Tourism management : research, policies, practice
5
Australasian marketing journal
4
Business horizons
4
Cogent business & management
4
Industrial marketing management : the international journal for industrial and high-tech firms
4
International journal of operations & production management : IJOPM ; the official journal of the European Operations Management Association, EUROMA
4
International journal of services and operations management
4
Journal of global marketing
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Journal of marketing management : MM
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ECONIS (ZBW)
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1
Role of downward versus upward social comparison in service recovery : testing a mediated moderation model with two empirical studies
Chen, Ke
;
Zhan, Wu
;
Sharma, Piyush
- In:
Journal of retailing and consumer services
75
(
2023
),
pp. 1-13
Persistent link: https://www.econbiz.de/10014372531
Saved in:
2
Examining the impact of service robot communication styles on customer intimacy following service failure
Park, Junsung
;
Yoo, Joon Woo
;
Cho, Youngju
;
Park, Heejun
- In:
Journal of retailing and consumer services
75
(
2023
),
pp. 1-9
Persistent link: https://www.econbiz.de/10014372639
Saved in:
3
Emotion and trust in virtual service assistant design for effective service recovery
Le, Hoang T. P. M.
;
Park, Jungkun
;
Lee, Sangwoo
- In:
Journal of retailing and consumer services
74
(
2023
),
pp. 1-11
Persistent link: https://www.econbiz.de/10014364045
Saved in:
4
Would you try it again? : dual effects of customer mindfulness on service recovery
Martinez, Luisa M.
;
Pacheco, Natália Araújo
;
Ramos, …
- In:
Journal of retailing and consumer services
74
(
2023
),
pp. 1-13
Persistent link: https://www.econbiz.de/10014364668
Saved in:
5
The role of socially rich photos in generating favorable donation behavior on charity websites
Bataoui, Soffien
;
Boch, Emmanuelle
- In:
Journal of retailing and consumer services
74
(
2023
),
pp. 1-16
Persistent link: https://www.econbiz.de/10014364672
Saved in:
6
May robots be held responsible for service failure and recovery? : the role of robot service provider agents' human-likeness
Arikan, Esra
;
Altinigne, Nesenur
;
Kuzgun, Ebru
;
Okan, Mehmet
- In:
Journal of retailing and consumer services
70
(
2023
),
pp. 1-11
Persistent link: https://www.econbiz.de/10014240279
Saved in:
7
Chatbots and service failure : when does it lead to customer aggression
Huang, Yu-Shan
;
Dootson, Paula
- In:
Journal of retailing and consumer services
68
(
2022
),
pp. 1-11
Persistent link: https://www.econbiz.de/10013366333
Saved in:
8
Is there any value in the online reviews of remedial satisfied customers? : an empirical study in the hospitality industry
Bai, Yanzhuang
;
Li, Tingwu
;
Zheng, Chundong
- In:
Journal of retailing and consumer services
64
(
2022
),
pp. 1-12
Persistent link: https://www.econbiz.de/10013209529
Saved in:
9
Managing social media recovery : the important role of service recovery transparency in retaining customers
Honora, Andreawan
;
Chih, Wen-Hai
;
Wang, Kai-Yu
- In:
Journal of retailing and consumer services
64
(
2022
),
pp. 1-11
Persistent link: https://www.econbiz.de/10013209548
Saved in:
10
The distinctive agenda of service failure recovery in e-tailing : criticality of logistical/non-logistical service failure typologies and e-tailing ethics
Roy, Vivek
;
Vijay, T. Sai
;
Srivastava, Abhishek
- In:
Journal of retailing and consumer services
64
(
2022
),
pp. 1-15
Persistent link: https://www.econbiz.de/10013209589
Saved in:
11
Managing service recovery experience : effects of the forgiveness for older consumers
Babin, Barry J.
;
Zhuang, Weiling
;
Borges, Adilson
- In:
Journal of retailing and consumer services
58
(
2021
),
pp. 1-10
Persistent link: https://www.econbiz.de/10012430649
Saved in:
12
How trust mediate the effects of perceived justice on loyalty : a study in the context of automotive recall in China
Liu, Yang
;
Cheng, Peng
;
Ouyang, Zhe
- In:
Journal of retailing and consumer services
58
(
2021
),
pp. 1-10
Persistent link: https://www.econbiz.de/10012431630
Saved in:
13
To err is human : tolerate humans instead of machines in service failure
Chen, Nuoya
;
Mohanty, Smaraki
;
Jiao, Jinfeng
;
Fan, Xiucheng
- In:
Journal of retailing and consumer services
59
(
2021
),
pp. 1-11
Persistent link: https://www.econbiz.de/10012433727
Saved in:
14
Distinguishing between the impact of social media public and private compliments on customers' future service recovery expectations
Bozkurt, Sıddık
;
Gligor, David
- In:
Journal of retailing and consumer services
60
(
2021
),
pp. 1-12
Persistent link: https://www.econbiz.de/10012502644
Saved in:
15
Self-diminishing effects of awe on consumer forgiveness in service encounters
Yang, Yan
;
Hu, Jing
- In:
Journal of retailing and consumer services
60
(
2021
),
pp. 1-10
Persistent link: https://www.econbiz.de/10012502710
Saved in:
16
Pursuit of loyalty in service recovery : the roles of brand equity and cognitive reappraisal as moderators
Harun, Ahasan
;
Rokonuzzaman, Md
- In:
Journal of retailing and consumer services
62
(
2021
),
pp. 1-11
Persistent link: https://www.econbiz.de/10012648862
Saved in:
17
All's well that ends well : effective recovery from failures during the delivery phase of e-retailing process
Jafarzadeh, Hamed
;
Tafti, Mahdi
;
Intezari, Ali
; …
- In:
Journal of retailing and consumer services
62
(
2021
),
pp. 1-13
Persistent link: https://www.econbiz.de/10012648867
Saved in:
18
Mediating role of customer forgiveness between perceived justice and satisfaction
Muhammad, Lakhi
;
Gul-E-Rana
- In:
Journal of retailing and consumer services
52
(
2020
),
pp. 1-7
Persistent link: https://www.econbiz.de/10012132151
Saved in:
19
Dissatisfaction after service failures as a realized transaction risk : customer opportunism as a function of external and internal rewards
Khantimirov, Denis
;
Karande, Kiran
;
Ford, John B.
- In:
Journal of retailing and consumer services
52
(
2020
),
pp. 1-9
Persistent link: https://www.econbiz.de/10012132180
Saved in:
20
Brand hate and non-repurchase intention : a service context perspective in a cross-channel setting
Curina, Ilaria
;
Francioni, Barbara
;
Hegner, Sabrina
; …
- In:
Journal of retailing and consumer services
54
(
2020
),
pp. 1-10
Persistent link: https://www.econbiz.de/10012238345
Saved in:
21
The journey from customer participation in service failure to co-creation in service recovery
Bagherzadeh, Ramin
;
Rawal, Monika
;
Wei, Shuqin
; …
- In:
Journal of retailing and consumer services
54
(
2020
),
pp. 1-10
Persistent link: https://www.econbiz.de/10012238366
Saved in:
22
Understanding complaint channel usage in multichannel retailing
Frasquet Deltoro, Marta
;
Ieva, Marco
;
Ziliani, Cristina
- In:
Journal of retailing and consumer services
47
(
2019
),
pp. 94-103
Persistent link: https://www.econbiz.de/10011995526
Saved in:
23
How to influence consumer mindset : a perspective from service recovery
Harun, Ahasan
;
Rokonuzzaman, Md
;
Prybutok, Gayle
; …
- In:
Journal of retailing and consumer services
42
(
2018
),
pp. 65-77
Persistent link: https://www.econbiz.de/10011826039
Saved in:
24
Whom do customers blame for a service failure? : effects of thought speed on causal locus attribution
Pacheco, Natália Araújo
;
Geuens, Maggie
;
Santos, …
- In:
Journal of retailing and consumer services
40
(
2018
),
pp. 60-65
Persistent link: https://www.econbiz.de/10011801745
Saved in:
25
Service failure and problems : internal marketing solutions for facing the future
Paul, Justin
;
Sahadev, Sunil
- In:
Journal of retailing and consumer services
40
(
2018
),
pp. 304-311
Persistent link: https://www.econbiz.de/10011801993
Saved in:
26
Complaint as a persuasion attempt : front line employees' perceptions of complaint legitimacy
Khantimirov, Denis
;
Karande, Kiran
- In:
Journal of retailing and consumer services
43
(
2018
),
pp. 68-76
Persistent link: https://www.econbiz.de/10011883140
Saved in:
27
Effect of service recovery on customers' perceived justice, satisfaction, and word-of-mouth intentions on online shopping websites
Jung, Na Young
;
Seock, Yoo-Kyoung
- In:
Journal of retailing and consumer services
37
(
2017
),
pp. 23-30
Persistent link: https://www.econbiz.de/10011729705
Saved in:
28
The impact of service failure on brand credibility
Bougoure, Ursula Sigrid
;
Russell-Bennett, Rebekah
; …
- In:
Journal of retailing and consumer services
31
(
2016
),
pp. 62-71
Persistent link: https://www.econbiz.de/10011528525
Saved in:
29
Please explain why it happened! : How perceived justice and customer involvement affect post co-recovery evaluations : study of Iranian online shoppers
Gohary, Ali
;
Hamzelu, Bahman
;
Alizadeh, Hamid
- In:
Journal of retailing and consumer services
31
(
2016
),
pp. 127-142
Persistent link: https://www.econbiz.de/10011528558
Saved in:
30
Understanding effects of co-creation on cognitive, affective and behavioral evaluations in service recovery : an ethnocultural analysis
Gohary, Ali
;
Hamzelu, Bahman
;
Pourazizi, Lida
;
Hanzaee, …
- In:
Journal of retailing and consumer services
31
(
2016
),
pp. 182-198
Persistent link: https://www.econbiz.de/10011528630
Saved in:
31
Triggers and outcomes of customer-to-customer aisle rage
Dorsey, Joshua D.
;
Ashley, Christy
;
Oliver, Jason D.
- In:
Journal of retailing and consumer services
32
(
2016
),
pp. 67-77
Persistent link: https://www.econbiz.de/10011556619
Saved in:
32
The effects of harm directions and service recovery strategies on customer forgiveness and negative word-of-mouth intentions
Casidy, Riza
;
Shin, Hyunju
- In:
Journal of retailing and consumer services
27
(
2015
),
pp. 103-112
Persistent link: https://www.econbiz.de/10011388094
Saved in:
33
How does corporate social responsibility affect consumer response to service failure in buyer-seller relationships?
Bolton, Lisa E.
;
Mattila, Anna S.
- In:
Journal of retailing
91
(
2015
)
1
,
pp. 140-153
Persistent link: https://www.econbiz.de/10010500739
Saved in:
34
Managing complaints to improve customer profitability
Cambra-Fierro, Jesus
;
Melero, Iguacel
;
Sesé, F. Javier
- In:
Journal of retailing
91
(
2015
)
1
,
pp. 109-124
Persistent link: https://www.econbiz.de/10010500745
Saved in:
35
The effect of justice in the history of loyalty : a study in failure recovery in the retail context
Lopes, Evandro Luiz
;
Silva, Marcos Antonio da
- In:
Journal of retailing and consumer services
24
(
2015
),
pp. 110-120
Persistent link: https://www.econbiz.de/10010528597
Saved in:
36
Determining adequate tangible compensation in service recovery processes for developed and developing countries : the role of severity and responsibility
Bambauer-Sachse, Silke
;
Rabeson, Landisoa
- In:
Journal of retailing and consumer services
22
(
2015
),
pp. 117-127
Persistent link: https://www.econbiz.de/10010468490
Saved in:
37
Analysis of the moderating role of the gender variable in service recovery processes
Cambra-Fierro, Jesús
;
Berbel-Pineda, Juan M.
; …
- In:
Journal of retailing and consumer services
20
(
2013
)
4
,
pp. 408-418
Persistent link: https://www.econbiz.de/10009755354
Saved in:
38
Customer rage back-story : linking needs-based cognitive appraisal to service failure type
Surachartkumtonkun, Jiraporn
;
Patterson, Paul G.
; …
- In:
Journal of retailing
89
(
2013
)
1
,
pp. 72-87
Persistent link: https://www.econbiz.de/10009732740
Saved in:
39
Moderating effect of discriminatory attributions on repatronage intentions
Baker, Thomas L.
;
Meyer, Tracy
- In:
Journal of retailing and consumer services
19
(
2012
)
2
,
pp. 211-217
Persistent link: https://www.econbiz.de/10009522453
Saved in:
40
The impact of pre-existing attitude and conflict management style on customer satisfaction with service recovery
Mazaheri, Ebrahim
;
Basil, Debra Z.
;
Yanamandram, Venkata
; …
- In:
Journal of retailing and consumer services
18
(
2011
)
3
,
pp. 235-245
Persistent link: https://www.econbiz.de/10009158885
Saved in:
41
Customer rage episodes : emotions, expressions and behaviors
McColl-Kennedy, Janet R.
;
Patterson, Paul G.
;
Smith, Amy K.
- In:
Journal of retailing
85
(
2009
)
2
,
pp. 222-237
Persistent link: https://www.econbiz.de/10003870743
Saved in:
42
Customer complaining : the role of tie strenght and information control
Mittal, Vikas
;
Huppertz, John W.
;
Khare, Adwait
- In:
Journal of retailing
84
(
2008
)
2
,
pp. 195-204
Persistent link: https://www.econbiz.de/10003744326
Saved in:
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