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Service quality
Beziehungsmarketing
23
Relationship marketing
23
Consumer behaviour
20
Konsumentenverhalten
20
Complaint management
19
Beschwerdemanagement
18
Customer satisfaction
18
Kundenzufriedenheit
18
Dienstleistungsqualität
17
B-to-B-Marketing
8
Business-to-business marketing
8
Lieferantenmanagement
8
Social Web
8
Social web
8
Supplier relationship management
8
Service recovery
6
service recovery
6
Brand management
5
Customer revenge
5
Innovation management
5
Innovationsmanagement
5
Internet marketing
5
Markenführung
5
Online-Marketing
5
Service failure
5
Social media
5
Viral marketing
5
Virales Marketing
5
Brand image
4
Confidence
4
Markenimage
4
Salespeople
4
Verkaufspersonal
4
Vertrauen
4
Außendienst
3
Brand extension
3
Corporate Social Responsibility
3
Corporate social responsibility
3
Crisis management
3
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12
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2
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Article
17
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17
Aufsatz in Zeitschrift
17
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English
17
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Grégoire, Yany
16
Béal, Mathieu
4
Gelbrich, Katja
3
Sénécal, Sylvain
3
Carrillat, François A.
2
Gäthke, Jana
2
Khamitov, Mansur
2
Legoux, Renaud
2
Suri, Anshu
2
Tripp, Thomas M.
2
Chennamaneni, Pavan Rao
1
El-Manstrly, Dahlia
1
Fisher, Robert J.
1
Ghadami, Fateme
1
Joireman, Jeffrey
1
Koch, Sebastian
1
Laporte, Sandra
1
Larocque, Denis
1
Laufer, Daniel
1
Mariadoss, Babu John
1
Mattila, Anna S.
1
Mirza, Jeeshan
1
Nazifi, Amin
1
Nguyen, Chau Minh
1
Nguyen, Nguyen
1
Pomirleanu, Nadia
1
Radanielina-Hita, Marie-Louise
1
Ranaweera, Chatura
1
Rasoulian, Shahin
1
Rohani, Mina
1
Rotman, Jeffrey D.
1
Sabadie, William
1
Wirtz, Jochen
1
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Journal of the Academy of Marketing Science
5
Journal of service research
4
Journal of business research : JBR
2
Industrial marketing management : the international journal for industrial and high-tech firms
1
Journal of business ethics : JOBE
1
Journal of interactive marketing
1
Journal of service management
1
Journal of service research : JSR
1
Marketing letters : a journal of research in marketing
1
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ECONIS (ZBW)
17
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1
Managing service quality in high customer contact B2B services across domestic and international markets
Pomirleanu, Nadia
;
Mariadoss, Babu John
;
Chennamaneni, …
- In:
Industrial marketing management : the international …
55
(
2016
),
pp. 131-143
Persistent link: https://www.econbiz.de/10011503639
Saved in:
2
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:
3
The attenuation effects of time and "sensemaking" surveys on customer revenge
Grégoire, Yany
;
Khamitov, Mansur
;
Carrillat, François A.
- In:
Journal of the Academy of Marketing Science
53
(
2025
)
1
,
pp. 172-196
Persistent link: https://www.econbiz.de/10015192994
Saved in:
4
A comprehensive model of customer direct and indirect revenge : understanding the effects of perceived greed and customer power
Grégoire, Yany
;
Laufer, Daniel
;
Tripp, Thomas M.
- In:
Journal of the Academy of Marketing Science
38
(
2010
)
6
,
pp. 738-758
Persistent link: https://www.econbiz.de/10008779087
Saved in:
5
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:
6
Customer betrayal and retaliation : when your best customers become your worst enemies
Grégoire, Yany
;
Fisher, Robert J.
- In:
Journal of the Academy of Marketing Science
36
(
2008
)
2
,
pp. 247-261
Persistent link: https://www.econbiz.de/10003725646
Saved in:
7
How can firms stop customer revenge? : the effects of direct and indirect revenge on post-complaint responses
Grégoire, Yany
;
Ghadami, Fateme
;
Laporte, Sandra
; …
- In:
Journal of the Academy of Marketing Science
46
(
2018
)
6
,
pp. 1052-1071
Persistent link: https://www.econbiz.de/10011951624
Saved in:
8
How a firm's best versus normal customers react to compensation after a service failure
Gelbrich, Katja
;
Gäthke, Jana
;
Grégoire, Yany
- In:
Journal of business research : JBR
69
(
2016
)
10
,
pp. 4331-4339
Persistent link: https://www.econbiz.de/10011554578
Saved in:
9
What do online complainers want? : an examination of the justice motivations and the moral implications of vigilante and reparation schemas
Grégoire, Yany
;
Legoux, Renaud
;
Tripp, Thomas M.
; …
- In:
Journal of business ethics : JOBE
160
(
2019
)
1
,
pp. 167-188
Persistent link: https://www.econbiz.de/10012121284
Saved in:
10
Service failure and recovery at the crossroads : recommendations to revitalize the field and its influence : editorial
Grégoire, Yany
;
Mattila, Anna S.
- In:
Journal of service research
24
(
2021
)
3
,
pp. 323-328
Persistent link: https://www.econbiz.de/10012592932
Saved in:
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