Skip to main content

Zur Notwendigkeit eines Follow Up-Beschwerdemanagements

This is a preview of subscription content, access via your institution.

Abb. 2

Literatur

  • Alvarez, L. et al. (2011): Analysis of the Role of Complaint Management in the Context of Relationship Marketing, in: Journal of Marketing Management, 27, 1/2, pp. 143–164.

    Google Scholar 

  • De Matos et al. (2007): Service Recovery Paradox, A Meta-Analysis, in: Journal of Service Research, 10, 1, pp. 60–77.

    Article  Google Scholar 

  • Homburg, C./ Fürst, A. (2005): How Organizational Complaint Handling Drives Customer Loyalty: An Analysis of the Mechanistic and the Organic Approach, Journal of Marketing, 69, 3, pp. 95–114.

    Article  Google Scholar 

  • Homburg, C. et al. (2010): On the Importance of Complaint Handling Design, A Multi-level Analysis of the Impact in Specific Complaint Situations, in: Journal of the Academy of Marketing Science, 38, 3, pp. 265–287.

    Article  Google Scholar 

  • Maxham III J. G./ Netemeyer R. G. (2002): A Longitudinal Study of Complaining Customers‘ Evaluations of Multiple Service Failures and Recovery Efforts, in: Journal of Marketing, 66, 4, pp. 57–71.

    Article  Google Scholar 

  • Michel, S. (2001): Analyzing Service Failures and Recoveries: A Process Approach, in: Journal of Service Industry Management, 12, 1, pp. 20–33.

    Article  Google Scholar 

  • Michel, S./ Meuter, M. L. (2008): The Service Recovery Paradox: True But Overrated?, in: International Journal of Service Industry Management, 19, 4, pp. 441–457.

    Article  Google Scholar 

  • Orsingher, C. et al. (2010): A Meta-Analysis of Satisfaction With Complaint Handling in Services, in: Journal of the Academy of Marketing Science, 38, 2, pp. 169–186.

    Article  Google Scholar 

  • Pizzutti, C./ Fernandes D. (2010): Effect of Recovery Efforts on Consumer Trust and Loyalty in E-Tail, A Contingency Model, in: International Journal of Electronic Commerce, 14, 4, pp. 127–160.

    Article  Google Scholar 

  • Servicebarometer (2012): Kundenmonitor Deutschland, München.

    Google Scholar 

  • servmark (2010): Interne Bausparkassenstudie, Eching bei München.

    Google Scholar 

  • servmark (2012): Interne Bankstudie, Eching bei München.

    Google Scholar 

  • Smith, A. K./ Bolton, R. N. (1998): An Experimental Investigation of Customer Reactions to Service Failure and Recovery Encounters: Paradox or Peril?, in: Journal of Service Research, 1, 1, pp. 65–81.

    Article  Google Scholar 

  • Stauss, B./ Seidel, W. (2006): Evidenz-Controlling im Beschwerdemanagement — Ein Ansatz zur Abschätzung des „Verärgerungs-Eisbergs“, in: Bruhn, M./ Stauss, B. (Hrsg.): Dienstleistungscontrolling — Forum Dienstleistungsmanagement, Wiesbaden, S. 89–111.

    Chapter  Google Scholar 

  • Stauss, B./ Seidel, W. (2007): Beschwerdemanagement, 4. Aufl., München, Wien.

    Book  Google Scholar 

  • Tax, S. et al. (1998): Customer Evaluations of Service Complaint Experiences, Implications for Relationship Marketing, in: Journal of Marketing, 62, 2, pp. 60–76.

    Article  Google Scholar 

Download references

Author information

Authors and Affiliations

Authors

Corresponding author

Correspondence to Bernd Stauss.

Rights and permissions

Reprints and Permissions

About this article

Cite this article

Stauss, B., Seidel, W. Zur Notwendigkeit eines Follow Up-Beschwerdemanagements. Mark Rev St. Gallen 30, 54–62 (2013). https://doi.org/10.1365/s11621-013-0235-9

Download citation

  • Published:

  • Issue Date:

  • DOI: https://doi.org/10.1365/s11621-013-0235-9