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~subject:"Beschwerdemanagement"
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Beschwerdemanagement
Consumer behaviour
184
Konsumentenverhalten
184
Attribution
117
Attribution theory
96
attribution theory
93
attribution
89
Theorie
56
Experiment
54
Corporate social responsibility
52
Corporate Social Responsibility
50
Customer satisfaction
49
Kundenzufriedenheit
49
Theory
49
Dienstleistungsqualität
47
Service quality
47
Beziehungsmarketing
46
Relationship marketing
46
Brand image
37
Markenimage
37
Führungskräfte
35
Managers
35
Arbeitsverhalten
33
Emotion
33
Portfolio-Management
33
Work behaviour
33
Advertising effects
32
Portfolio selection
32
Werbewirkung
32
Internet marketing
31
Online-Marketing
31
Bias
30
Führungsstil
30
Leadership style
30
Organizational behaviour
30
Systematischer Fehler
30
Verhalten in Organisationen
30
Brand management
28
Markenführung
28
Performance measurement
27
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English
26
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Afiff, Adi Zakaria
1
Alarcon, Gene M.
1
Albrecht, Arne Keno
1
Altinigne, Nesenur
1
Arikan, Esra
1
Aruan, Daniel Tumpal Hamonangan
1
Baker, Melissa A.
1
Balaji, M. S.
1
Bambauer-Sachse, Silke
1
Beatty, Sharon E.
1
Bedi, Akanksha
1
Bowling, Nathan A.
1
Braun, Jakob
1
Butori, Raphaëlle
1
Chang, Younghoon
1
Chen, Chi-Ting
1
Chen, Ke
1
Dong, Beibei
1
Evans, Kenneth R.
1
Felix, Reto
1
Gong, Jin-Hong
1
Guan, Xin-Hua
1
Hammerschmidt, Maik
1
Ho Xuan Huong
1
Huang, Bo
1
Jha, Subhash
1
Ketron, Seth
1
Kim, Kawon Kathy
1
Kim, Yaeeun
1
Kuzgun, Ebru
1
Kwan, Ho Kwong
1
Lai, Pei-Chun
1
Le Nagard, Emmanuelle
1
Le, Angelina Nhat Hanh
1
Lee, Hyun-Woo
1
Liaw, Shu-Yi
1
Ma, Chunhao
1
Mai, Enping
1
Marder, Ben
1
Meyer, Nika
1
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Journal of retailing and consumer services
2
Journal of service research : JSR
2
Journal of service theory and practice
2
The journal of services marketing
2
The service industries journal
2
Bringing the Soul Back to Marketing : Proceedings of the 2023 AMS World Marketing Congress, Canterbury, UK, July 11-14, 2023
1
Cogent business & management
1
Electronic markets : EM ; the international journal of electronic commerce and business media
1
International journal of contemporary hospitality management
1
International journal of electronic customer relationship management : IJECRM
1
International journal of hospitality management
1
Journal of business ethics : JOBE
1
Journal of business research : JBR
1
Journal of global marketing
1
Journal of hospitality & tourism research : JHTR ; the professional journal of the Council on Hotel, Restaurant, and Institutional Education
1
Journal of interactive marketing : a quarterly publication from the Direct Marketing Educational Foundation
1
Journal of marketing management : MM
1
Journal of strategic marketing
1
Journal of travel research : a quarterly publication of the Travel and Tourism Research Association
1
Psychology & marketing
1
Service business
1
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ECONIS (ZBW)
26
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1
The effect of attributions and failure severity on consumer complain behaviors in sharing economy
Sofia, Regina Deka
;
Afiff, Adi Zakaria
;
Aruan, Daniel …
- In:
Cogent business & management
10
(
2023
)
3
,
pp. 1-19
engage in negative word of mouth. Results also showed the interaction of
attribution
of controllability and severity of …
Persistent link: https://www.econbiz.de/10014505845
Saved in:
2
Users taking the blame? : how service failure, recovery, and robot design affect user attributions and retention
Meyer, Nika
;
Schwede, Melanie
;
Hammerschmidt, Maik
; …
- In:
Electronic markets : EM ; the international journal of …
32
(
2022
)
4
,
pp. 2491-2505
Persistent link: https://www.econbiz.de/10013556744
Saved in:
3
Bad intentions : customers' negative reactions to intentional failures and mitigating conditions
Nazifi, Amin
;
Roschk, Holger
;
Ordenes, Francisco Villarroel
- In:
Journal of travel research : a quarterly publication of …
61
(
2022
)
8
,
pp. 1808-1827
Persistent link: https://www.econbiz.de/10013391013
Saved in:
4
Understanding customers' insights using
attribution
theory
Sann, Raksmey
;
Lai, Pei-Chun
;
Liaw, Shu-Yi
;
Chen, Chi-Ting
- In:
Bringing the Soul Back to Marketing : Proceedings of …
,
(pp. 20-28)
.
2024
Persistent link: https://www.econbiz.de/10014501014
Saved in:
5
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:
6
Underscoring trainer's lack of effort or talent in service failure of personal fitness training : customers' negative word-of-mouth response
Park, Sangchul
;
Lee, Hyun-Woo
;
Nite, Calvin
- In:
Service business
17
(
2023
)
4
,
pp. 1025-1050
Persistent link: https://www.econbiz.de/10014504697
Saved in:
7
Customer intention to participate in service recovery : what is it and what are the drivers?
Singh, Gurbir
;
Mishra, Abhishek
- In:
Journal of service theory and practice
33
(
2023
)
6
,
pp. 873-900
Persistent link: https://www.econbiz.de/10014448148
Saved in:
8
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:
9
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:
10
Blame and service recovery strategies in lateral exchange markets
Ketron, Seth
;
Mai, Enping
- In:
Journal of strategic marketing
30
(
2022
)
1
,
pp. 3-21
Persistent link: https://www.econbiz.de/10013170039
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1
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