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subject:"USA"
~accessRights:"restricted"
~subject:"Complaint management"
~subject:"Emotion"
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USA
Complaint management
Emotion
Customer satisfaction
7,049
Kundenzufriedenheit
5,511
Consumer behaviour
3,057
Service quality
3,049
Konsumentenverhalten
2,897
Dienstleistungsqualität
2,880
Relationship marketing
2,517
Beziehungsmarketing
2,468
Satisfaction
681
customer satisfaction
547
Customer service
529
Online retailing
525
Online-Handel
525
Holiday behaviour
505
Urlaubsverhalten
505
Job satisfaction
483
Kundenservice
474
Arbeitszufriedenheit
473
Tourism
405
Beschwerdemanagement
390
Electronic Commerce
384
E-commerce
383
Brand management
377
Quality management
377
Tourismus
377
Markenführung
370
Brand image
361
Qualitätsmanagement
360
Markenimage
353
Viral marketing
351
Virales Marketing
350
satisfaction
350
Hotel industry
347
Customer loyalty
345
Hotellerie
344
Retail trade
344
Einzelhandel
331
Confidence
318
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189
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Article
803
Book / Working Paper
11
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770
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14
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14
research-article
13
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6
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6
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3
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2
Graue Literatur
2
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2
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2
case-report
2
conceptual-paper
2
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1
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1
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1
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1
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English
808
German
5
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1
Author
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Grégoire, Yany
8
Mattila, Anna S.
8
Jang, Soocheong
6
Sparks, Beverley
6
Baker, Melissa A.
5
Cai, Ruiying
5
Guchait, Priyanko
5
Han, Heesup
5
Harun, Ahasan
5
Miao, Li
5
Prybutok, Victor R.
5
Sreejesh, S.
5
Weber, Karin
5
Chi, Nai-Wen
4
Cobanoglu, Cihan
4
Gursoy, Dogan
4
Hsu, Cathy H. C.
4
Lu, Lu
4
Madera, Juan M.
4
McFadden, Kathleen L.
4
Prayag, Girish
4
Prybutok, Gayle
4
Shin, Hyunju
4
Van Vaerenbergh, Yves
4
Alrawadieh, Zaid
3
Bacile, Todd J.
3
Balaji, M. S.
3
Barnes, Donald C.
3
Beatty, Sharon E.
3
Bilgihan, Anil
3
Bujisic, Milos
3
Béal, Mathieu
3
Calvo-Porral, Cristina
3
Casidy, Riza
3
Cervera-Taulet, Amparo
3
Chatterjee, Swagato
3
Chen, Pei-Chi
3
Collier, Joel E.
3
Folse, Judith Anne Garretson
3
Gowen, Charles, III.
3
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Published in...
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International journal of hospitality management
58
Journal of business research : JBR
49
Journal of retailing and consumer services
43
Journal of hospitality marketing & management
29
Service business
24
The journal of services marketing
23
Journal of travel and tourism marketing
16
Tourism management perspectives : TMP
15
Services marketing quarterly
13
Tourism management : research, policies, practice
13
International journal of contemporary hospitality management
12
The service industries journal
12
Journal of air transport management
10
Journal of hospitality & tourism research : JHTR ; the professional journal of the Council on Hotel, Restaurant, and Institutional Education
10
Journal of travel research : a quarterly publication of the Travel and Tourism Research Association
10
Journal of service management
9
Journal of service research
9
Journal of service research : JSR
9
Journal of service theory and practice
9
Asia Pacific journal of marketing and logistics
7
Journal of service theory and practice : JSTP
7
Journal of strategic marketing
7
Psychology & marketing
7
Total quality management & business excellence
7
Total quality management & business excellence : an official journal of the European Society for Organisational Excellence
7
European journal of marketing
6
Marketing letters : a journal of research in marketing
6
SpringerLink / Bücher
6
Tourism review
6
International journal of services, economics and management
5
Journal of hospitality and tourism insights
5
Journal of interactive marketing : a quarterly publication from the Direct Marketing Educational Foundation
5
Journal of marketing
5
Journal of marketing theory and practice : JMTP
5
Journal of relationship marketing : innovations and enhancements for customer service, relations, and satisfaction
5
Journal of the Academy of Marketing Science
5
Quality management journal : QMJ
5
The Cornell hospitality quarterly
5
Australasian marketing journal
4
European journal of marketing : EJM
4
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Source
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ECONIS (ZBW)
795
Other ZBW resources
18
RePEc
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71
The evolution of service failure and recovery research in hospitality and tourism : an integrative review and future research directions
Kim, Hyunsu
;
So, Kevin Kam Fung
- In:
International journal of hospitality management
111
(
2023
),
pp. 1-13
Persistent link: https://www.econbiz.de/10014310875
Saved in:
72
The influence of music on self-paced fitness consumers' perceived motivational qualities and optimal level of emotional state and satisfaction with exercise experience
Williams, Antonio S.
;
Park, Byungik
;
Pedersen, Zack P.
- In:
International journal of sport management and marketing …
23
(
2023
)
4
,
pp. 310-326
Persistent link: https://www.econbiz.de/10014311074
Saved in:
73
Requirements analysis of customer service recovery system in hospitality industry using fuzzy DEMATEL and ANP
Saghih, Amir Mohammad Fakoor
;
Bidokhti, Bahare Sabzevari
- In:
International journal of services, economics and management
14
(
2023
)
1
,
pp. 108-132
Persistent link: https://www.econbiz.de/10014311183
Saved in:
74
Investigating the use experience of restaurant service robots : the cognitive-affective-behavioral framework
Chen, Ching-fu
;
Girish V. G.
- In:
International journal of hospitality management
111
(
2023
),
pp. 1-10
Persistent link: https://www.econbiz.de/10014311479
Saved in:
75
Understanding the conceptualisation and strategies of service recovery processes in service organisations
Anwar, Sohail
- In:
International journal of services, economics and management
14
(
2023
)
2
,
pp. 175-197
Persistent link: https://www.econbiz.de/10014311637
Saved in:
76
Decoding consumers' CSR scepticism : service recovery experience perspective
Kushwah, Mihir Kumar
;
Srivastava, Himanshu Shekhar
- In:
Marketing intelligence & planning
41
(
2023
)
3
,
pp. 265-278
Persistent link: https://www.econbiz.de/10014312974
Saved in:
77
Consumer discrimination in service recovery situations
Rohden, Simoni F.
;
Santos, Cristiane Pizzutti dos
- In:
Marketing intelligence & planning
41
(
2023
)
3
,
pp. 293-309
Persistent link: https://www.econbiz.de/10014312978
Saved in:
78
Perceived injustice and brand love : the effectiveness of sympathetic vs empathetic responses to address consumer complaints of unjust specific service encounters
Ahmad, Fayez
;
Guzman, Francisco
- In:
The journal of product & brand management
32
(
2023
)
6
,
pp. 849-862
Persistent link: https://www.econbiz.de/10014315453
Saved in:
79
Exploring the effects of customers' assessments of a restaurant's atmospherics and emotional assessments on a fine-dining experience and intentions to return
Leong, Man Wai Aliana
;
Chen, Kuan-Ying
;
Chen, Hung-Bin
; …
- In:
Tourism management perspectives : TMP
47
(
2023
),
pp. 1-10
Persistent link: https://www.econbiz.de/10014318829
Saved in:
80
The dualistic model of passion and the service quality of five-star hotel employees during the COVID-19 pandemic
Wu, Tung-Ju
;
Li, Jia-Min
;
Wang, Yu-Shu
;
Zhang, Ruo-Xi
- In:
International journal of hospitality management
113
(
2023
),
pp. 1-12
Persistent link: https://www.econbiz.de/10014325607
Saved in:
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