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isPartOf:"Journal of the Academy of Marketing Science"
~isPartOf:"Journal of hospitality marketing & management"
~type_genre:"Article in journal"
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Search: subject_exact:"Customer complaints"
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Beschwerdemanagement
52
Complaint management
52
Dienstleistungsqualität
39
Service quality
39
Consumer behaviour
32
Konsumentenverhalten
32
Customer satisfaction
31
Kundenzufriedenheit
31
Beziehungsmarketing
21
Relationship marketing
21
service failure
11
Customer service
9
Gastronomie
9
Kundenservice
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Restaurant industry
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Service failure
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Hotel industry
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Hotellerie
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Viral marketing
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Virales Marketing
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service recovery
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Service recovery
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Emotion
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Internet marketing
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Online retailing
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Online-Handel
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Online-Marketing
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Social web
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Brand management
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English
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Grégoire, Yany
4
Mattila, Anna S.
3
Koc, Erdogan
2
Sparks, Beverley
2
Suri, Anshu
2
Sénécal, Sylvain
2
Allen, Alexis M.
1
Anusree, M. R.
1
Ashworth, Laurence
1
Astvansh, Vivek
1
Baker, Melissa A.
1
Baker, Thomas L.
1
Bilstein, Nicola
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Bonifield, Carolyn
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Boo, Soyoung
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Borah, Sourav Bikash
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Brady, Michael K.
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Browning, Victoria
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Bustin, Adi
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Butcher, Ken
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Byun, Jaemun
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Cai, Ruiying
1
Chan, Kimmy Wa
1
Chang, Hyo Jung
1
Chen, Haipeng
1
Cole, Catherine A.
1
Cranage, David A.
1
Damavandi, Hoorsana
1
Darke, Peter R.
1
Ekiz, Erdogan H.
1
Falk, Tomas
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Fan, Alei
1
Fernandes, Filipa
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Fernandes, Teresa
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Fürst, Andreas
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Gelbrich, Katja
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Ghadami, Fateme
1
Ghahramani, Ladan
1
Grewal, Dhruv
1
Handrich, Matthias
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Journal of the Academy of Marketing Science
Journal of hospitality marketing & management
Journal of business research : JBR
71
International journal of hospitality management
55
Journal of retailing and consumer services
43
The journal of services marketing
43
Journal of service research : JSR
31
The service industries journal
28
International journal of contemporary hospitality management
20
Service business
20
Psychology & marketing
16
European journal of marketing : EJM
15
Journal of retailing
15
Journal of service research
15
Journal of service management
14
Managing service quality : MSQ ; an international journal
14
Journal of hospitality & tourism research : JHTR ; the professional journal of the Council on Hotel, Restaurant, and Institutional Education
13
Services marketing quarterly
13
Journal of air transport management
12
Journal of consumer behaviour : an international research review
12
Journal of marketing
12
Marketing letters : a journal of research in marketing
12
International journal of consumer studies
11
Journal of marketing management : MM
10
Journal of service theory and practice
10
International journal of quality and service sciences
9
Journal of service theory and practice : JSTP
9
Tourism management : research, policies, practice
9
Asia Pacific journal of marketing and logistics
8
Business horizons
8
International journal of production economics
8
Journal of strategic marketing
8
Journal of travel and tourism marketing
8
Cogent business & management
7
Marketing intelligence & planning
7
Total quality management & business excellence : an official journal of the European Society for Organisational Excellence
7
Industrial marketing management : the international journal for industrial and high-tech firms
6
International journal of services and operations management
6
Journal of international consumer marketing
6
Management science : journal of the Institute for Operations Research and the Management Sciences
6
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ECONIS (ZBW)
52
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52
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1
Service robot's responses in service recovery and service evaluation : the moderating role of robots' social perception
Shan, Minghui
;
Zhu, Zhenzhong
;
Chen, Haipeng
;
Sun, Sijie
- In:
Journal of hospitality marketing & management
33
(
2024
)
2
,
pp. 145-168
Persistent link: https://www.econbiz.de/10014511796
Saved in:
2
Brand warmth elicits feedback, not complaints
Astvansh, Vivek
;
Suri, Anshu
;
Damavandi, Hoorsana
- In:
Journal of the Academy of Marketing Science
52
(
2024
)
4
,
pp. 1107-1129
Persistent link: https://www.econbiz.de/10015048132
Saved in:
3
What consumer complaints should hoteliers prioritize? : analysis of online reviews under different market segments
Wu, Jie
;
Zhao, Narisa
- In:
Journal of hospitality marketing & management
32
(
2023
)
1
,
pp. 1-28
Persistent link: https://www.econbiz.de/10013545795
Saved in:
4
Responding to negative reviews? : the interplay of management response strategy and service failure type
Salehi-Esfahani, Saba
;
Torres, Edwin
;
Hua, Nan
- In:
Journal of hospitality marketing & management
32
(
2023
)
1
,
pp. 29-49
Persistent link: https://www.econbiz.de/10013545802
Saved in:
5
Consumer complaining behavior in hospitality management
Tosun, Petek
;
Sezgin, Selime
;
Uray, Nimet
- In:
Journal of hospitality marketing & management
31
(
2022
)
2
,
pp. 247-264
Persistent link: https://www.econbiz.de/10012821095
Saved in:
6
Effects of customer forgiveness on brand betrayal and brand hate in restaurant service failures : does apology letter matter?
Rasouli, Nasrin
;
Mostafa Rasoolimanesh, S.
;
Rahmani, …
- In:
Journal of hospitality marketing & management
31
(
2022
)
6
,
pp. 662-687
Persistent link: https://www.econbiz.de/10013327881
Saved in:
7
The impact of customer compassion on face-to-face and online complaints
Hwang, Yoo Hee
;
Mattila, Anna S.
- In:
Journal of hospitality marketing & management
29
(
2020
)
7
,
pp. 848-868
Persistent link: https://www.econbiz.de/10012312156
Saved in:
8
A systematic review of brand transgression, service failure recovery and product-harm crisis : integration and guiding insights
Khamitov, Mansur
;
Grégoire, Yany
;
Suri, Anshu
- In:
Journal of the Academy of Marketing Science
48
(
2020
)
3
,
pp. 519-542
Persistent link: https://www.econbiz.de/10012290970
Saved in:
9
When does technology anthropomorphism help alleviate customer dissatisfaction after a service failure? : the moderating role of consumer technology self-efficacy and interdependent...
Fan, Alei
;
Wu, Luorong
;
Miao, Li
;
Mattila, Anna S.
- In:
Journal of hospitality marketing & management
29
(
2020
)
3
,
pp. 269-290
Persistent link: https://www.econbiz.de/10012256133
Saved in:
10
Customers' reactions to other customer caused service failures : the effects of tie strength on customer loyalty
Kim, Youngsun Sean
;
Baker, Melissa A.
- In:
Journal of hospitality marketing & management
29
(
2020
)
6
,
pp. 682-701
Persistent link: https://www.econbiz.de/10012256164
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