//--> //--> //--> //-->
Toggle navigation
Logout
Change account settings
EN
DE
ES
FR
A-Z
Beta
About EconBiz
News
Thesaurus (STW)
Academic Skills
Help
EN
DE
ES
FR
My account
Logout
Change account settings
Login
Publications
Events
Your search terms
Search
Search options
All Fields
Title
Exact title
Subject
Author
Institution
ISBN/ISSN
Published in...
Publisher
Open Access only
Advanced
Search history
My EconBiz
Favorites
Loans
Reservations
Fines
You are here:
Home
Mapping the service recovery r...
Similar by subject
Narrow search
Narrow search
Year of publication
From:
To:
Subject
All
Service quality
24,437
Bibliometrics
24,339
Bibliometrie
24,265
Dienstleistungsqualität
23,690
Künstliche Intelligenz
18,353
Artificial intelligence
17,966
Customer satisfaction
17,236
Kundenzufriedenheit
15,640
Dienstleistungssektor
13,585
Service industry
12,579
Consumer behaviour
12,275
Konsumentenverhalten
12,068
Relationship marketing
10,154
Beziehungsmarketing
10,098
Theorie
7,571
Theory
7,530
Deutschland
4,207
Innovation
4,026
Germany
3,839
Qualitätsmanagement
3,779
USA
3,708
Quality management
3,701
Customer service
3,611
United States
3,573
Welt
3,493
World
3,459
Kundenservice
3,232
Wirtschaftsprüfung
3,189
Financial audit
3,171
Prognoseverfahren
3,073
Forecasting model
3,065
Krankenhaus
2,814
Hospital
2,795
Roboter
2,778
Robot
2,717
Health care
2,658
Gesundheitsversorgung
2,633
Sharing economy
2,562
Share Economy
2,446
Online-Handel
2,401
more ...
less ...
Online availability
All
Undetermined
38,364
Free
27,812
CC license
3,538
Type of publication
All
Article
68,480
Book / Working Paper
31,253
Journal
399
Other
49
Database
5
Type of publication (narrower categories)
All
Article in journal
54,484
Aufsatz in Zeitschrift
54,484
Graue Literatur
9,097
Non-commercial literature
9,097
Working Paper
7,752
Aufsatz im Buch
7,170
Book section
7,170
Arbeitspapier
7,005
research-article
2,184
Hochschulschrift
1,909
Collection of articles of several authors
1,401
Sammelwerk
1,401
Aufsatzsammlung
1,322
Thesis
1,265
Article
838
Conference paper
641
Konferenzbeitrag
641
Konferenzschrift
626
Amtsdruckschrift
579
Government document
579
Case study
552
Fallstudie
552
Statistik
314
Bibliografie enthalten
293
Bibliography included
293
Conference proceedings
268
Statistics
247
Dissertation u.a. Prüfungsschriften
165
review
162
case-report
160
Forschungsbericht
149
review-article
145
Collection of articles written by one author
143
Sammlung
143
No longer published / No longer aquired
135
conceptual-paper
128
Research Report
119
Reprint
118
Systematic review
114
Übersichtsarbeit
114
more ...
less ...
Language
All
English
89,081
German
7,812
Undetermined
1,837
French
487
Spanish
333
Italian
191
Russian
143
Polish
86
Portuguese
70
Swedish
58
Dutch
37
Hungarian
34
Danish
32
Finnish
31
Czech
24
Slovak
17
Norwegian
14
Bulgarian
12
Lithuanian
12
Romanian
11
Ukrainian
10
Malay (macrolanguage)
9
Arabic
7
Slovenian
6
Thai
6
Chinese
6
Afrikaans
5
Japanese
5
Korean
5
Modern Greek (1453-)
4
Indonesian
4
Croatian
3
Serbian
3
Vietnamese
3
Albanian
2
Turkish
2
Azerbaijani
1
Valencian
1
Estonian
1
Multiple languages
1
more ...
less ...
Author
All
Kumar, Satish
136
Bruhn, Manfred
114
Han, Heesup
108
Law, Rob
106
Kraus, Sascha
89
Siciliani, Luigi
88
Homburg, Christian
84
Wirtz, Jochen
77
Mattila, Anna S.
76
Gans, Joshua
75
Havránek, Tomáš
75
Wohlrabe, Klaus
73
Lim, Weng Marc
72
Dwivedi, Yogesh K.
71
Hanushek, Eric Alan
66
Stauss, Bernd
66
McAleer, Michael
63
Acemoglu, Daron
62
Paul, Justin
62
Svensson, Göran
62
Antony, Jiju
61
Straume, Odd Rune
60
Chang, Chia-Lin
59
Rahman, Zillur
58
Edvardsson, Bo
57
Propper, Carol
57
Ferreira, João J. M.
55
Gustafsson, Anders
55
Brekke, Kurt R.
54
Naudé, Wim
54
Grewal, Dhruv
53
Rivkin, Steven G.
53
Mittal, Vikas
52
Prentice, Catherine
52
Czarnitzki, Dirk
51
Mattoo, Aaditya
51
Hamermesh, Daniel S.
50
Wong, IpKin Anthony
50
Goldfarb, Avi
49
Köseoglu, Mehmet Ali
49
more ...
less ...
Institution
All
National Bureau of Economic Research
580
OECD
150
IGI Global
135
Springer Fachmedien Wiesbaden
126
European Commission / Joint Research Centre
65
Volkswirtschaftliche Fakultät, Ludwig-Maximilians-Universität München
58
Edward Elgar Publishing
50
Verlag Dr. Kovač
44
World Bank
39
Europäische Kommission / Gemeinsame Forschungsstelle
36
Europäische Kommission / Statistisches Amt
32
UNCTAD
30
Europäische Kommission
27
International Monetary Fund (IMF)
27
International Monetary Fund
25
Nomos Verlagsgesellschaft
25
Books on Demand GmbH <Norderstedt>
24
Organisation for Economic Co-operation and Development
24
European Parliament / Directorate-General for Internal Policies of the Union
21
Weltwirtschaftsforum
21
Fraunhofer-Institut für System- und Innovationsforschung
20
World Bank Group
20
Hochschulrektorenkonferenz
19
HAL
18
Universität Essen / Institut für Produktion und Industrielles Informationsmanagement
18
European Commission / Directorate-General for Research
17
Fraunhofer-Institut für Systemtechnik und Innovationsforschung
17
European Commission / Directorate-General for Research and Innovation
16
Shaker Verlag
16
European Centre for the Development of Vocational Training
15
European Commission / Directorate-General for Education, Youth, Sport and Culture
15
European Foundation for the Improvement of Living and Working Conditions
15
Springer-Verlag GmbH
15
World Trade Organization
15
American Marketing Association
14
Faculdade de Economia, Universidade do Porto
14
Deutsches Institut für Wirtschaftsforschung
13
European Commission / Directorate-General for the Information Society and Media
13
Haufe-Lexware GmbH & Co. KG
13
Walter de Gruyter GmbH & Co. KG
13
more ...
less ...
Published in...
All
Journal of business research : JBR
1,153
International journal of hospitality management
852
Journal of retailing and consumer services
740
The service industries journal
679
NBER working paper series
580
Technological forecasting & social change : an international journal
575
International journal of production research
527
International journal of contemporary hospitality management
429
The journal of services marketing
421
Tourism management : research, policies, practice
405
NBER Working Paper
385
European journal of operational research : EJOR
382
Working paper / National Bureau of Economic Research, Inc.
371
Discussion paper series / IZA
350
Industrial marketing management : the international journal for industrial and high-tech firms
315
Journal of Services Marketing
313
Total quality management & business excellence : an official journal of the European Society for Organisational Excellence
307
Cogent business & management
306
SpringerLink / Bücher
293
International journal of production economics
288
Journal of hospitality marketing & management
282
Journal of travel and tourism marketing
280
Working paper
269
The TQM journal : the international review of organizational improvement
258
Research policy : policy, management and economic studies of science, technology and innovation
254
Springer eBook Collection
234
Journal of service management
229
CESifo working papers
225
Management science : journal of the Institute for Operations Research and the Management Sciences
223
Finance research letters
220
Psychology & marketing
219
Service business
209
Auditing : a journal of practice & theory
205
Journal of hospitality & tourism research : JHTR ; the professional journal of the Council on Hotel, Restaurant, and Institutional Education
203
International journal of productivity and quality management : IJPQM
202
Journal of air transport management
201
Journal of the Academy of Marketing Science
200
Administrative Sciences : open access journal
199
International journal of quality & reliability management
198
Journal of service research : JSR
188
more ...
less ...
Source
All
ECONIS (ZBW)
92,152
Other ZBW resources
3,059
EconStor
1,862
RePEc
1,499
USB Cologne (EcoSocSci)
1,246
BASE
257
OLC EcoSci
48
USB Cologne (business full texts)
45
ArchiDok
18
more ...
less ...
Showing
1
-
10
of
100,186
Sort
relevance
articles prioritized
date (newest first)
date (oldest first)
1
Service recovery by AI or human agents : do failure and strategy context matter?
Fürst, Andreas
;
Trißler, Leonie
;
Friedrich, Robin
; …
- In:
Journal of service management
36
(
2025
)
3
,
pp. 390-418
Persistent link: https://www.econbiz.de/10015425665
Saved in:
2
Diagnosing service success and failure incidents in the consumer-to-business sharing economy : a case of logistics sharing
Huang, Shiu-Li
;
Lee, Ya-Jung
- In:
Journal of global information management
30
(
2022
)
2
,
pp. 1-16
Persistent link: https://www.econbiz.de/10012799213
Saved in:
3
Can robots recover a service using interactional justice as employees do? : a literature review-based assessment
Lajante, Mathieu
;
Remisch, David
;
Dorofeev, Nikita
- In:
Service business
17
(
2023
)
1
,
pp. 315-357
Persistent link: https://www.econbiz.de/10014282973
Saved in:
4
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:
5
Robot
service failure : the double-edged sword effect of emotional labor in service recovery
Shi, Yunxia
;
Zhang, Rumeng
;
Ma, Chunhao
;
Wang, Lijie
- In:
Journal of service theory and practice
33
(
2023
)
1
,
pp. 72-88
Persistent link: https://www.econbiz.de/10014301943
Saved in:
6
Effects of third-party observer empathy when viewing interactions between robots and customers : the moderating role of
robot
eeriness
Sheng, Xiaojing
;
Murray, Ross
;
Ketron, Seth C.
;
Felix, Reto
- In:
International journal of hospitality management
119
(
2024
),
pp. 1-11
Persistent link: https://www.econbiz.de/10015070773
Saved in:
7
Customer's social cognition in service recovery satisfaction with human vs
robot
agent
Lajante, Mathieu
;
Dohm, Nina Carolin
- In:
International journal of quality and service sciences
16
(
2024
)
4
,
pp. 498-518
Persistent link: https://www.econbiz.de/10015417285
Saved in:
8
The effect of
robot
anthropomorphism on revisit intentions after service failure : a moderated serial mediation model
Cui, Jinsheng
;
Zhong, Jianan
- In:
Asia Pacific journal of marketing and logistics
35
(
2023
)
11
,
pp. 2621-2644
Persistent link: https://www.econbiz.de/10014430271
Saved in:
9
How sincere is an apology? : recovery satisfaction in a
robot
service failure context
Hu, Yaou
;
Min, Hyounae
;
Su, Na
- In:
Journal of hospitality & tourism research : JHTR ; the …
45
(
2021
)
6
,
pp. 1022-1043
Persistent link: https://www.econbiz.de/10012592331
Saved in:
10
How to make consumers tolerate robotic service failures
Zheng, Chundong
;
Liu, Shuqin
;
Zhao, Lingyu
;
Ma, Ke
; …
-
2025
Persistent link: https://www.econbiz.de/10015358900
Saved in:
1
2
3
4
5
6
7
8
9
10
11
Next
Last
Results per page
10
25
50
100
250
A service of the
zbw
×
Loading...
//-->