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subject:"USA"
~isPartOf:"International journal of contemporary hospitality management"
~subject:"Complaint management"
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Search: subject_exact:"Customer satisfaction"
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USA
Complaint management
Customer satisfaction
140
Kundenzufriedenheit
140
Dienstleistungsqualität
90
Service quality
90
Consumer behaviour
77
Konsumentenverhalten
77
Beziehungsmarketing
53
Relationship marketing
53
Hotel industry
48
Hotellerie
48
Gastronomie
23
Restaurant industry
23
Beschwerdemanagement
14
Gastgewerbe
14
Holiday behaviour
14
Hospitality industry
14
Urlaubsverhalten
14
Arbeitszufriedenheit
13
Customer service
13
Emotion
13
Job satisfaction
13
Kundenservice
13
Quality management
13
Qualitätsmanagement
13
Satisfaction
13
Viral marketing
13
Virales Marketing
13
Tourism industry
12
Tourismuswirtschaft
12
Customer loyalty
11
Tourism
10
Brand image
9
China
9
Markenimage
9
Tourismus
9
Brand management
8
Markenführung
8
United States
8
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Article
22
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22
Aufsatz in Zeitschrift
22
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English
22
Author
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Jang, Soocheong
4
Han, Heesup
2
Ryu, Kisang
2
Abu Farha, Allam K.
1
Aguilar-Rojas, Oscar
1
Akarsu, Tugra Nazlil
1
Al Khateeb, Amr
1
Alnawas, Ibrahim
1
Berezina, Katerina
1
Cobanoglu, Cihan
1
Do The Khoa
1
Fandos-Herrera, Carmina
1
Flavián Blanco, Carlos
1
Fong, Lawrence Hoc Nang
1
Foroudi, Pantea
1
Fu, Xiaoxiao
1
Gip, Huy
1
Gong, Jin-Hong
1
Guan, Xin-Hua
1
Guchait, Priyanko
1
Hanks, Lydia
1
Huang, Yinghua
1
Huang, Zhuowei
1
Høgevold, Nils
1
Jani, Dev
1
Jeong, Miyoung
1
Karpova, Elena
1
Kim, Heewon
1
Kim, Jong-Hyeong
1
Kim, Song Ee
1
Kim, Taegoo
1
Kim, Woon Gon
1
Kline, Sheryl
1
Kwansa, Francis A.
1
Lee, Gyehee
1
Lee, Hye-rin
1
Lehto, Xinran Y.
1
Liu, Qing
1
Liu, Yinghua
1
Ma, Shihan
1
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Published in...
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International journal of contemporary hospitality management
Journal of business research : JBR
57
International journal of hospitality management
56
Journal of retailing and consumer services
42
The journal of services marketing
37
Journal of hospitality marketing & management
24
Journal of service research : JSR
24
Service business
20
Services marketing quarterly
18
Psychology & marketing
17
The service industries journal
17
Journal of hospitality & tourism research : JHTR ; the professional journal of the Council on Hotel, Restaurant, and Institutional Education
16
Journal of the Academy of Marketing Science
16
Managing service quality : MSQ ; an international journal
13
Journal of air transport management
12
Journal of travel research : a quarterly publication of the Travel and Tourism Research Association
12
European journal of marketing : EJM
11
Journal of service management
11
Marketing letters : a journal of research in marketing
11
Journal of marketing
10
Industrial marketing management : the international journal for industrial and high-tech firms
9
Journal of consumer behaviour : an international research review
9
Journal of service theory and practice
9
Journal of travel and tourism marketing
9
Asia Pacific journal of marketing and logistics
8
International journal of quality and service sciences
8
Journal of consumer research : JCR ; an interdisciplinary bimonthly
8
Journal of service research
8
Journal of strategic marketing
8
Journal of retailing
7
Journal of service theory and practice : JSTP
7
Total quality management & business excellence : an official journal of the European Society for Organisational Excellence
7
Tourism management : research, policies, practice
7
Cogent business & management
6
Health care management review : HCM review
6
Ilmenauer Schriften zur Betriebswirtschaftslehre
6
Journal of marketing research : JMR
6
Journal of marketing theory and practice
6
Journal of vacation marketing : an international journal
6
Quality management journal : QMJ
6
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ECONIS (ZBW)
22
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1
Toward a framework for perceived yuanfen in the accommodation service encounter : a grounded theory study
Tang, Xiangjie
;
Fong, Lawrence Hoc Nang
;
So, Amy Siu Ian
- In:
International journal of contemporary hospitality management
36
(
2024
)
1
,
pp. 155-181
Persistent link: https://www.econbiz.de/10014483406
Saved in:
2
How organizational dehumanization impacts hospitality employees service recovery performance and sabotage behaviors : the role of psychological well-being and tenure
Gip, Huy
;
Guchait, Priyanko
;
Paşamehmetoğlu, Aysin
; …
- In:
International journal of contemporary hospitality management
35
(
2023
)
1
,
pp. 64-91
Persistent link: https://www.econbiz.de/10013546019
Saved in:
3
Service failure research in the hospitality and tourism industry : a synopsis of past, present and future dynamics from 2001 to 2020
Akarsu, Tugra Nazlil
;
Marvi, Reza
;
Foroudi, Pantea
- In:
International journal of contemporary hospitality management
35
(
2023
)
1
,
pp. 186-217
Persistent link: https://www.econbiz.de/10013546041
Saved in:
4
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:
5
The effect of service failure severity on brand forgiveness : the moderating role of interpersonal attachment styles and thinking styles
Alnawas, Ibrahim
;
Al Khateeb, Amr
;
Abu Farha, Allam K.
; …
- In:
International journal of contemporary hospitality management
35
(
2023
)
5
,
pp. 1691-1712
Persistent link: https://www.econbiz.de/10014280877
Saved in:
6
Does social class matter in recovering self-service technology failures?
Kim, Heewon
;
Jang, Soocheong
- In:
International journal of contemporary hospitality management
34
(
2022
)
3
,
pp. 1135-1153
Persistent link: https://www.econbiz.de/10013164531
Saved in:
7
Factors affecting memorability of service failures : a longitudinal analysis
Kim, Jong-Hyeong
;
Jang, Soocheong
- In:
International journal of contemporary hospitality management
28
(
2016
)
8
,
pp. 1676-1701
Persistent link: https://www.econbiz.de/10011613986
Saved in:
8
New aspects of research to assess and manage critical incidents in service encounters : teleological actions, interactive interface and perceptual gaps
Padin, Carmen
;
Svensson, Göran
;
Otero-Neira, Carmen
; …
- In:
International journal of contemporary hospitality management
27
(
2015
)
1
,
pp. 27-51
Persistent link: https://www.econbiz.de/10010516547
Saved in:
9
What may lead you to recommend and revisit a hotel after a service failure instead of complaining?
Aguilar-Rojas, Oscar
;
Fandos-Herrera, Carmina
;
Flavián …
- In:
International journal of contemporary hospitality management
27
(
2015
)
2
,
pp. 214-235
Persistent link: https://www.econbiz.de/10011300096
Saved in:
10
Customer responses to integrity issues for travel services in China : a content analysis based on online complaints
Gong, Jin-Hong
;
Xie, Li-Shan
;
Peng, Jia-Min
;
Guan, Xin-Hua
- In:
International journal of contemporary hospitality management
27
(
2015
)
2
,
pp. 199-213
Persistent link: https://www.econbiz.de/10011300098
Saved in:
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