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subject:"USA"
~accessRights:"restricted"
~person:"Weber, Karin"
~person:"Wu, Luorong"
~subject:"Complaint management"
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USA
Complaint management
Customer satisfaction
15
Kundenzufriedenheit
15
Consumer behaviour
12
Konsumentenverhalten
12
Dienstleistungsqualität
11
Service quality
11
Beschwerdemanagement
8
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4
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service failure
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Weber, Karin
Wu, Luorong
Grégoire, Yany
8
Mattila, Anna S.
6
Guchait, Priyanko
5
Harun, Ahasan
5
Jang, Soocheong
5
Sparks, Beverley
5
Sreejesh, S.
5
Baker, Melissa A.
4
Cai, Ruiying
4
Hsu, Cathy H. C.
4
McFadden, Kathleen L.
4
Prybutok, Gayle
4
Prybutok, Victor R.
4
Shin, Hyunju
4
Van Vaerenbergh, Yves
4
Bacile, Todd J.
3
Balaji, M. S.
3
Béal, Mathieu
3
Casidy, Riza
3
Gowen, Charles, III.
3
Hanks, Lydia
3
Koc, Erdogan
3
Lee, Jung Young
3
Lu, Lu
3
Madera, Juan M.
3
Miao, Li
3
Ozuem, Wilson
3
Pacheco, Natália Araújo
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Sharifi, Seyed Shahin
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Tsarenko, Yelena
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Albrecht, Arne Keno
2
Anwar, Sohail
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Azemi, Yllka
2
Beatty, Sharon E.
2
Bradley, Graham L.
2
Campos, Pimenta, Marco Tulio
2
Cheung, Fung Yi Millissa
2
Chi, Christina Geng-Qing
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Journal of service management
2
International journal of contemporary hospitality management
1
International journal of hospitality management
1
Journal of hospitality marketing & management
1
Journal of travel and tourism marketing
1
Journal of travel research : a quarterly publication of the Travel and Tourism Research Association
1
Tourism management : research, policies, practice
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ECONIS (ZBW)
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1
Platform-centric vs. multi-party service failure : an examination of consumers' negative word of mouth about sharing economy platforms
Wu, Luorong
;
Liu, Qing
;
Ma, Shihan
;
Hanks, Lydia
- In:
International journal of contemporary hospitality management
35
(
2023
)
4
,
pp. 1332-1375
Persistent link: https://www.econbiz.de/10014280782
Saved in:
2
Beyond a single firm and internal focus service failure/recovery : multiple providers and external service recoveries
Weber, Karin
;
Hsu, Cathy H. C.
- In:
Journal of travel research : a quarterly publication of …
61
(
2022
)
1
,
pp. 50-63
Persistent link: https://www.econbiz.de/10012794781
Saved in:
3
Banding together in a festival context : examining effects of a joint-stakeholder external service recovery
Weber, Karin
;
Hsu, Cathy H. C.
- In:
Tourism management : research, policies, practice
83
(
2021
),
pp. 1-12
Persistent link: https://www.econbiz.de/10012417501
Saved in:
4
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:
5
A double whammy effect of ethnicity and gender on consumer responses to management level service failures
Wu, Luorong
;
Han, Rachel
;
Mattila, Anna S.
- In:
Journal of service management
27
(
2016
)
3
,
pp. 339-359
Persistent link: https://www.econbiz.de/10011583559
Saved in:
6
Same but different : Chinese-American and Mainland Chinese consumers’ perceptions of and behavior in a service failure situation
Weber, Karin
;
Hsu, Cathy H. C.
;
Sparks, Beverley
- In:
Journal of travel and tourism marketing
33
(
2016
)
4/6
,
pp. 471-496
Persistent link: https://www.econbiz.de/10011517125
Saved in:
7
The effects of acculturation, social distinctiveness, and social presence in a service failure situation
Weber, Karin
;
Sparks, Beverley
;
Hsu, Cathy H. C.
- In:
International journal of hospitality management
56
(
2016
),
pp. 44-55
Persistent link: https://www.econbiz.de/10011520943
Saved in:
8
Perceived prevalence and personal impact of negative online reviews
Bradley, Graham L.
;
Sparks, Beverley
;
Weber, Karin
- In:
Journal of service management
27
(
2016
)
4
,
pp. 507-533
Persistent link: https://www.econbiz.de/10011563656
Saved in:
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