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  • Search: subject_exact:"Consumer complaints"
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Year of publication
Subjects
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Beschwerdemanagement 625 Complaint management 625 Beziehungsmarketing 200 Relationship marketing 200 Kundenzufriedenheit 165 Customer satisfaction 164 Service quality 136 Dienstleistungsqualität 135 Consumer behaviour 133 Konsumentenverhalten 133 Deutschland 81 Germany 79 Customer service 78 Kundenservice 78 Theorie 57 Theory 57 USA 54 United States 54 Reklamation 47 Emotion 36 Kundenmanagement 32 Gastronomie 25 Gerechtigkeit 25 Justice 25 Restaurant industry 25 Viral marketing 25 Virales Marketing 25 Qualitätsmanagement 23 Quality management 20 Dienstleistungssektor 18 Service industry 18 Social Web 18 consumer complaints 18 Dienstleistungsmanagement 17 Service management 17 Servicepolitik 17 China 15 Einzelhandel 15 Hotel industry 15 Hotellerie 15
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Online availability
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Free 43 Undetermined 2
Type of publication
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Article 486 Book / Working Paper 155 Journal 2
Type of publication (narrower categories)
All
Article in journal 373 Aufsatz in Zeitschriften 373 Article in book 106 Aufsatz im Buch 106 Graue Literatur 52 Non-commercial literature 52 Dissertation 45 Thesis 45 Hochschulschrift 43 Working Paper 35 Arbeitspapier 33 Collection of articles of several authors 15 Sammelwerk 15 Case study 11 Fallstudie 11 Bibliographie enthalten 5 Bibliography included 5 Collection of articles written by one author 5 Sammlung 5 Amtsdruckschrift 3 Government document 3 Lehrbuch 3 Aufsatzsammlung 2 Commentary 2 Congress report 2 Handbook 2 Handbuch 2 Kommentar 2 Kongressschrift 2 Accompanied by computer file 1 Article 1 Elektronischer Datenträger als Beilage 1 Kongress 1 Mehrbändiges Werk 1 Multi-volume publication 1 Survey 1 Übersichtsarbeit 1
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Language
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English 424 German 208 Undetermined 12 Swedish 1
Persons
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Stauss, Bernd 17 Gelbrich, Katja 13 Roschk, Holger 13 Fürst, Andreas 12 Homburg, Christian 12 Mattila, Anna S. 11 Vázquez Casielles, Rodolfo 7 Gruber, Thorsten 6 McColl-Kennedy, Janet R. 6 Seidel, Wolfgang 6 Zaugg, Alexandra Daniela 6 Brock, Christian 5 Günter, Bernd 5 Patterson, Paul G. 5 Pepels, Werner 5 Ro, Heejung 5 Robertson, Nichola 5 Svari, Sander 5 Svensson, Göran 5 Tsarenko, Yelena 5 Wan, Lisa C. 5 Amegashie, J. Atsu 4 Chebat, Jean-Charles 4 Grewal, Dhruv 4 Grégoire, Yany 4 Heinze, Karen 4 Jeschke, Kurt 4 MacQuilken, Lisa 4 Reppel, Alexander 4 Tripp, Thomas M. 4 Van Vaerenbergh, Yves 4 Varela Neira, Concepción 4 Ahlert, Martin 3 Ashnai, Bahar 3 Baker, Thomas L. 3 Bauer, Hans H. 3 Bayraktar, Osman 3 Becker, Tilman 3 Becker, Uwe 3 Blut, Markus 3
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Institutions
All
UNIVERSIDAD DEL ROSARIO 2 Books on Demand GmbH <Norderstedt> 1 CAMPUS 02 - Fachhochschule der Wirtschaft / FH-Bachelorstudiengang Marketing & Sales 1 CESifo 1 Deutsche Gesellschaft für Qualität 1 Fachkongress "Progress in Tourism Research" <3, 2002, Berlin> 1 Fakultät Wirtschafts- und Sozialwissenschaften, Universität Hohenheim 1 Federal Reserve Bank of Philadelphia 1 Fördergesellschaft Marketing an der Universität Augsburg 1 Instituto Valenciano de Investigaciones Económicas 1 Networks Financial Institute, Scott College of Business 1 Nordic Council of Ministers 1 RWTH Aachen 1 Springer Fachmedien Wiesbaden GmbH 1 Technical Assistance Research Programs Institute <Washington, DC> 1 USA / General Accounting Office 1 VDMA Verlag GmbH 1 Volkswirtschaftliche Fakultät, Ludwig-Maximilians-Universität München 1 Westfälische Wilhelms-Universität Münster 1
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Published in...
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The journal of services marketing 18 International journal of hospitality management 17 Journal of business research : JBR 17 The service industries journal 17 Journal of service research : JSR 15 Journal of consumer behaviour : an international research review 12 Journal of retailing 12 Journal of the Academy of Marketing Science 10 Managing service quality : MSQ ; an international journal 9 Erfolgreiches Beschwerdemanagement : Wege zu Prozessverbesserungen und Kundenzufriedenheit 8 European journal of marketing : EJM 8 Ilmenauer Schriften zur Betriebswirtschaftslehre 8 Journal of hospitality marketing & management 8 Journal of marketing management : MM 7 Reihe: Wissenschaftliche Arbeitspapiere 7 Working papers 7 International journal of contemporary hospitality management 6 Journal of air transport management 6 Journal of retailing and consumer services 6 Journal of service management 6 International journal of quality and service sciences 5 Psychology & marketing 5 Service business 5 Journal of consumer research : JCR ; an interdisciplinary bimonthly 4 Journal of hospitality & tourism research : JHTR ; the professional journal of the Council on Hotel, Restaurant, and Institutional Education 4 Journal of marketing 4 Journal of marketing research : JMR 4 Journal of travel and tourism marketing 4 Management science : journal of the Institute for Operations Research and the Management Sciences 4 Marketing letters : a journal of research in marketing 4 Services marketing quarterly 4 Aktuelle Entwicklungen im Dienstleistungsmarketing 3 British journal of management : BJM 3 Dienstleistungsmanagement und Social Media : Potenziale, Strategien und Instrumente 3 Gabler Edition Wissenschaft 3 Handbuch Kundenmanagement : Anforderungen, Prozesse, Zufriedenheit, Bindung und Wert von Kunden 3 Harvard-Business-Manager : das Wissen der Besten 3 International journal of consumer studies 3 Journal of international consumer marketing 3 Kontakt & Studium 3
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Sources
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ECONIS (ZBW) 628 RePEc 12 EconStor 3
Showing 1 - 50 of 643
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Cognitive and affective organizational identification of frontline employees : an investigation in a customer complaint context
Kubik, Fabian - 2017
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"New perspectives on customer experience in service recovery"
Mandl, Leonhard - 2017
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Undue charges and price discrimination
Garber, Gabriel; Nakane, Márcio Issao - 2016
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Can complaint-handling efforts promote customer engagement?
Cambra-Fierro, Jesús; Melero-Polo, Iguácel; Sesé, F. … - In: Service business 10 (2016) 4, pp. 847-866
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Perceptions of consumers in the financial industry under a qualitative data analysis methodology
Mongay, Jorge - In: International journal of trade and global markets 9 (2016) 1, pp. 33-44
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Consumers' complaints, the nature of corruption, and social welfare
Amegashie, J. Atsu - 2013
A primary means of bureaucratic oversight is consumer complaints. Yet, this important control mechanism has received very little attention in the literature on corruption. I study a model of corruption with incomplete information in which consumers require a government service from officials who...
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Trade tales : decoding customers' stories
Woodside, Arch G. (ed.) - 2018 - First edition
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Dealing with difficult customers : how to turn demanding, dissatisfied, and disagreeable clients into your best customers
Fleming, Noah; Veltman, Shawn - 2018
"Whether you're in the trenches or the boardroom, you're going to encounter demanding, dissatisfied, and disagreeable customers. Are your people (and you) prepared to deal with them? Ignore a valid complaint and you could be the next viral sensation for all the wrong reasons. But give in to...
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Managing product returns within the customer value framework
Minnema, Alec; Bijmolt, Tammo H. A.; Petersen, J. Andrew; … - In: Customer engagement marketing, (pp. 95-118). 2018
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Conflict resolution vs. conflict escalation in online markets
Bolton, Gary E.; Greiner, Ben; Ockenfels, Axel - 2015
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Misconduct in financial services : differences across organizations
Brown, Jennifer; Minor, Dylan - 2015
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Consumer trust relations with payment cards and banks : an exploratory study
Koivunen, Tuija; Tuorila, Helena - In: International journal of consumer studies 39 (2015) 2, pp. 85-93
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Gesellschaftliches Management von Verbraucherbeschwerden : Funktion und Finanzierung
Becker, Tilman; Heinze, Karen - 2011
Verbraucherreaktionen bei Unzufriedenheit mit einem gekauften Produkt oder einer in Anspruch genommenen Dienstleistung sind vielfältig und reichen von direkten Beschwerden bei Händlern oder Herstellern über Beschwerden bei Dritteinrichtungen bis hin zum Wechsel des Anbieters. Dabei können...
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Managing customer complaints : the case of Imperial Orchid Hotels in Thailand
Singh, Jaywant; Crisafulli, Benedetta - In: Services marketing cases in emerging markets : an Asian …, (pp. 35-43). 2017
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Improving social and environmental performance in global supply chains
Lee, Hau Leung; Rammohan, Sonali V. - In: Sustainable supply chains : a research-based textbook …, (pp. 439-464). 2017
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Optimierungspotenzial im Retourennetzwerk am Beispiel der Mediendistribution
Hänsel, Martin; Stölzle, Wolfgang - In: Supply Management Research : aktuelle …, (pp. 187-211). 2017
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Grundlagen eines systematischen Beschwerdemanagements : eine Darstellung für Messegesellschaften und Dienstleistungsunternehmen
Gödde, Elisabeth - In: Stakeholder im Fokus : Management-Ansätze für …, (pp. 49-95). 2017
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Beschwerdemanagement im B2B-Bereich : eine empirische Erhebung in modernen Technologieunternehmen
Zeiler, Bettina - 2017
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Managing expectations : explaining and influencing post-purchase evaluations and return intentions in online retailing
Hellemann, Niklas Jan - 2017
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Perceived justice, service satisfaction and behavior intentions following service recovery efforts in a South African retail banking context
Petzer, Daniel J.; De Meyer-Heydenrych, Christine F.; … - In: The international journal of bank marketing : IJBM 35 (2017) 2, pp. 241-253
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Complaint management in hospitality organizations : the role of empowerment and other service recovery attributes impacting loyalty and satisfaction
Ogbeide, Godwin-Charles A.; Böser, Stefanie; … - In: Tourism and hospitality research : the surrey quarterly … 17 (2017) 2, pp. 204-216
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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
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The politics of buying, boycotting, complaining, and disputing : an extension of the research program by Jung, Garbarino, Briley, and Wynhausen
Jost, John T.; Langer, Melanie; Patyal, Vishal Singh - In: Journal of consumer research : JCR ; an … 44 (2017) 3, pp. 503-510
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South African complaint forums in the retail industry : a survey of literature and some lessons from the EU
Koekemoer, Michel - In: Journal of consumer policy : consumer issues in law, … 40 (2017) 4, pp. 419-445
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Comparative Analysis of the Consumer Protection, Considering the Globalisation and Technological Changes, within Member States of the European Union
Brasoveanu, Iulian Viorel; Brasoveanu, Laura Obreja; … - In: Amfiteatru Economic Journal 16 (2014) 36, pp. 517-534
Recent globalization and technological changes have produced significant changes in consumption patterns, shopping online becoming increasingly more important. Under these conditions, in this article we analyze the most important issues relating to the level and quality of consumer protection in...
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Comparative Analysis of the Consumer Protection, Considering the Globalisation  and Technological Changes, within Member States of the European Union
Brasoveanu, Iulian Viorel; Brasoveanu, Laura Obreja; … - In: The AMFITEATRU ECONOMIC journal 16 (2014) 36, pp. 517-517
Recent globalization and technological changes have produced significant changes in consumption patterns, shopping online becoming increasingly more important. Under these conditions, in this article we analyze the most important issues relating to the level and quality of consumer protection in...
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Consumer financial protection regulations: how do they measure up?
Ritter, Dubravka - Federal Reserve Bank of Philadelphia - 2014
The Payment Cards Center's September 2012 policy conference advanced the discussion of targeted design and outcome measurement as central features of public policy in the area of consumer financial protections. Speakers considered regulations addressing the disclosure of credit terms; standards...
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Comparative analysis of the consumer protection, considering the globalisation and technological changes, within member states of the European Union
Braşoveanu, Iulian Viorel; Braşoveanu, Laura Obreja; … - In: Amfiteatru economic : an economic and business research … 16 (2014) 36, pp. 517-534
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Workplace sexual harassment at the margins
McDonald, Paula; Charlesworth, Sara - In: Work, employment & society : a journal of the British … 30 (2016) 1, pp. 118-134
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How do firms benefit from customer complaints?
Yilnaz, Cengiz; Varnali, Kaan; Kasnakoglu, Berna Tari - In: Journal of business research : JBR 69 (2016) 2, pp. 944-955
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Consumers' attributions and brand evaluations in product-harm crises : the role of implicit theories of personality
Yin, Cheng-Yue; Yu, Hong-Yan; Poon, Patrick - In: Journal of consumer behaviour : an international … 15 (2016) 1, pp. 87-95
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Forgiveness in Kundenbeziehungen des Business-to-Business-Kontexts : Analyse der Relevanz, Einflussfaktoren und Wirkungen eines Kern-Konzepts menschlicher Beziehungen
Schmitt, Ann Kristin - 2016
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Dysfunktionales Beschwerdeverhalten : Ausprägungen, Entstehung, Auswirkungen und Managementimplikationen
Plein, Katrin - 2016
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Relationship between online retailers' reputation and product returns
Walsh, Gianfranco; Albrecht, Arne K.; Kunz, Werner; … - In: British journal of management : BJM 27 (2016) 1, pp. 3-20
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Es tut uns so leid!
Schweitzer, Maurice E.; Brooks, Alison Wood; Galinsky, … - In: Harvard-Business-Manager : das Wissen der Besten 38 (2016) 5, pp. 60-71
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Ungenutzte Potenziale: Kundenservicedaten in der Marktforschung nutzen
Scharf, Michael - In: Marktforschung der Zukunft - Mensch oder Maschine? : …, (pp. 281-295). 2016
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Emotional stakeholders as "crisis communicators" in social media : the case of the Telenor customer complaints crisis
Johansen, Britt Foget; Johansen, Winni; Weckesser, Nina M. - In: Corporate communications : an international journal 21 (2016) 3, pp. 289-308
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Kennzahlen im Beschwerdemanagement
Deutsche Gesellschaft für Qualität - 2016
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Service recovery : an integrative framework and research agenda
Van Vaerenbergh, Yves; Orsingher, Chiara - In: The Academy of Management perspectives : AMP 30 (2016) 3, pp. 328-346
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Rectifying failure of service : how customer perceptions of justice affect their emotional reponse and social media testimonial
Kim, Eojina; Tang, Liang - In: Journal of hospitality marketing & management 25 (2016) 7/8, pp. 897-924
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What drives the intention to complain?
Lervik-Olsen, Line; Andreassen, Tor Wallin; Streukens, … - In: Journal of service theory and practice : JSTP 26 (2016) 4, pp. 406-429
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A novel framework for customer complaint management
Hsiao, Yu-Hsiang; Chen, Li-Fei; Choy, Yoon Leng; Su, … - In: The service industries journal 36 (2016) 13/14, pp. 675-698
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Exploring the role of complaint handling among complaining consumers
Singh, Vaishali; Jain, Amit; Choraria, Sapna - In: Vision : the journal of business perspective 20 (2016) 4, pp. 331-344
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Consumer behavior in the age of digitization and big data : selected essays
Niemann, Antje - 2016
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Consumers' Complaints, the Nature of Corruption, and Social Welfare
Amegashie, J. Atsu - 2013
A primary means of bureaucratic oversight is consumer complaints. Yet, this important control mechanism has received very little attention in the literature on corruption. I study a model of corruption with incomplete information in which consumers require a government service from officials who...
Saved in:
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Consumers' Complaints, the Nature of Corruption, and Social Welfare
Amegashie, J. Atsu - CESifo - 2013
A primary means of bureaucratic oversight is consumer complaints. Yet, this important control mechanism has received very little attention in the literature on corruption. I study a model of corruption with incomplete information in which consumers require a government service from officials who...
Saved in:
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Can consumer complaints reduce product reliability? Should we worry?
Joaqu?n Coleff - UNIVERSIDAD DEL ROSARIO - 2013
Abstract: We analyze a monopolist’s pricing and product reliability problem when consumers are entitled to product replacement but have heterogeneous cost of exercising this right, and we assess the implications of a decrease in consumers’ claiming cost on reliability, pro?t, and welfare. We...
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Can consumer complaints reduce product reliability? Should we worry?
Joaqu?n Coleff - UNIVERSIDAD DEL ROSARIO - 2013
Abstract: We analyze a monopolist’s pricing and product reliability problem when consumers are entitled to product replacement but have heterogeneous cost of exercising this right, and we assess the implications of a decrease in consumers’ claiming cost on reliability, pro?t, and welfare. We...
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Consumers' Complaints, the Nature of Corruption, and Social Welfare
Amegashie, J. Atsu - Volkswirtschaftliche Fakultät, … - 2013
A primary means of bureaucratic oversight is consumer complaints. Yet, this important control mechanism has received very little attention in the literature on corruption. I study a model of corruption with incomplete information in which consumers require a government service from officials who...
Saved in:
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Investigating the effects of service quality and hedonic on behavioral intentions : an empirical survey on restaurant industry
Mansouri, Seyed Hossein; Ebrahimi, Abolghasem - In: Management science letters 3 (2013) 10, pp. 2565-2576
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