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~subject:"Beschwerdemanagement"
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Beschwerdemanagement
Consumer behaviour
50
Konsumentenverhalten
48
Beziehungsmarketing
40
Relationship marketing
40
Customer satisfaction
28
Kundenzufriedenheit
26
Meta-analysis
23
Meta-Analyse
22
Dienstleistungsqualität
18
Service quality
18
Einzelhandel
14
Retail trade
14
Online retailing
13
Online-Handel
13
Germany
12
Complaint management
11
Deutschland
11
USA
10
United States
10
Corporate reputation
8
Customer integration
8
Firmenimage
8
Kundenintegration
8
Switching behaviour
8
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Dienstleistungssektor
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Emotion
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Innovation adoption
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Innovationsakzeptanz
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Service industry
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E-commerce
6
Electronic Commerce
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KMU
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Marketing
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SME
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Salespeople
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Verkaufspersonal
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Brand management
5
Customer service
5
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English
8
German
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Beatty, Sharon E.
5
Blut, Markus
4
Brock, Christian
4
Evanschitzky, Heiner
4
Kenning, Peter
3
Walsh, Gianfranco
3
Ahlert, Martin
2
Albrecht, Arne Keno
2
Wang, Sijun
2
Dose, David
1
Harrison, Mary P.
1
Hille, Patrick
1
Holloway, Betsy Bugg
1
Liu, Jeanny
1
Northington, William Magnus
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Schäfers, Tobias
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Journal of business research : JBR
2
Journal of service research : JSR
2
Die Betriebswirtschaft : DBW
1
International journal of research in marketing : IJRM ; official journal of the European Marketing Academy
1
Journal of marketing
1
Journal of service research
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Kundenmanagement
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The journal of services marketing
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ECONIS (ZBW)
10
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1
Employees’ decision making in the face of customers’ fuzzy return requests
Wang, Sijun
;
Beatty, Sharon E.
;
Liu, Jeanny
- In:
Journal of marketing
76
(
2012
)
6
,
pp. 69-86
Persistent link: https://www.econbiz.de/10009670264
Saved in:
2
Anticipating a service experience
Harrison, Mary P.
;
Beatty, Sharon E.
- In:
Journal of business research : JBR
64
(
2011
)
6
,
pp. 579-585
Persistent link: https://www.econbiz.de/10008988787
Saved in:
3
Betrayal? : relationship quality implications in service recovery
Holloway, Betsy Bugg
;
Wang, Sijun
;
Beatty, Sharon E.
- In:
The journal of services marketing
23
(
2009
)
6
,
pp. 385-396
Persistent link: https://www.econbiz.de/10009525724
Saved in:
4
Perceptions of group versus individual service failures and their effects on customer outcomes : the role of attributions and customer entitlement
Albrecht, Arne Keno
;
Walsh, Gianfranco
;
Beatty, Sharon E.
- In:
Journal of service research : JSR
20
(
2017
)
2
,
pp. 188-203
Persistent link: https://www.econbiz.de/10011684846
Saved in:
5
The effect of compensation size on recovery satisfaction after group service failures: the role of group versus individual service recovery
Albrecht, Arne Keno
;
Schäfers, Tobias
;
Walsh, Gianfranco
; …
- In:
Journal of service research
22
(
2019
)
1
,
pp. 60-74
Persistent link: https://www.econbiz.de/10012005769
Saved in:
6
Service employees' willingness to report complaints scale : cross-country application and replication
Walsh, Gianfranco
;
Northington, William Magnus
;
Hille, …
- In:
Journal of business research : JBR
68
(
2015
)
3
,
pp. 500-506
Persistent link: https://www.econbiz.de/10010495371
Saved in:
7
Beschwerdemanagement im B2B-Sektor: Replikation und Erweiterung
Brock, Christian
;
Blut, Markus
;
Evanschitzky, Heiner
; …
- In:
Die Betriebswirtschaft : DBW
70
(
2010
)
1
,
pp. 27-41
Persistent link: https://www.econbiz.de/10003929430
Saved in:
8
Will you tolerate this? : the impact of affective commitment on complaint intention and postrecovery behavior
Evanschitzky, Heiner
;
Brock, Christian
;
Blut, Markus
- In:
Journal of service research : JSR
14
(
2011
)
4
,
pp. 410-425
Persistent link: https://www.econbiz.de/10009491362
Saved in:
9
Kundenbindung von Noncomplainern : neue Aspekte des Beschwerdemanagement
Brock, Christian
;
Blut, Markus
;
Evanschitzky, Heiner
; …
- In:
Kundenmanagement
,
(pp. 57-76)
.
2011
Persistent link: https://www.econbiz.de/10009008212
Saved in:
10
Satisfaction with complaint handling : a replication study on its determinants in a business-to-business context
Brock, Christian
;
Blut, Markus
;
Evanschitzky, Heiner
; …
- In:
International journal of research in marketing : IJRM ; …
30
(
2013
)
3
,
pp. 319-322
Persistent link: https://www.econbiz.de/10009779946
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