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~accessRights:"restricted"
~isPartOf:"International journal of contemporary hospitality management"
~isPartOf:"International journal of hospitality management"
~isPartOf:"Tourism management : research, policies, practice"
~subject:"Complaint management"
~subject:"Emotion"
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Search: subject_exact:"Customer complaints"
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Complaint management
Emotion
Beschwerdemanagement
47
Dienstleistungsqualität
41
Service quality
41
Customer satisfaction
34
Kundenzufriedenheit
34
Beziehungsmarketing
25
Relationship marketing
25
Consumer behaviour
21
Konsumentenverhalten
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Service recovery
16
Service failure
15
Customer service
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Hotellerie
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Social web
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Virales Marketing
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Service recovery performance
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Customer integration
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Gastronomie
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Gerechtigkeit
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Hospitality
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47
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Guchait, Priyanko
5
Jang, Soocheong
3
Cai, Ruiying
2
Hsu, Cathy H. C.
2
Kim, Heewon
2
Kim, Hyunsu
2
Lee, Lindsey
2
Luo, Anqi
2
Madera, Juan M.
2
Mattila, Anna S.
2
So, Kevin Kam Fung
2
Sreejesh, S.
2
Wang, Xingyu
2
Weber, Karin
2
Abu Farha, Allam K.
1
Akarsu, Tugra Nazlil
1
Al Khateeb, Amr
1
Ali, Faizan
1
Alnawas, Ibrahim
1
Andajigarmaroudi, Saeed
1
Bose, Indranil
1
Chang, Wen
1
Chen, Kai
1
Cobanoglu, Cihan
1
DiPietro, Robin B.
1
Dibb, Sally
1
Do The Khoa
1
Dolan, Rebecca
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Dyussembayeva, Shynar
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El-Manstrly, Dahlia
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Gao, Baojun
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1
Geng, Ruoqi
1
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1
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1
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International journal of contemporary hospitality management
International journal of hospitality management
Tourism management : research, policies, practice
Journal of business research : JBR
48
Journal of retailing and consumer services
34
Journal of hospitality marketing & management
22
Service business
19
The journal of services marketing
14
SpringerLink / Bücher
12
Journal of service research : JSR
11
Journal of hospitality & tourism research : JHTR ; the professional journal of the Council on Hotel, Restaurant, and Institutional Education
9
Journal of service research
9
The service industries journal
8
Asia Pacific journal of marketing and logistics
7
Journal of service management
7
Journal of service theory and practice
7
Journal of strategic marketing
7
Psychology & marketing
7
International journal of production economics
6
Journal of marketing
6
Journal of the Academy of Marketing Science
6
Marketing intelligence & planning
6
Marketing letters : a journal of research in marketing
6
Services marketing quarterly
6
International journal of consumer studies
5
Journal of consumer marketing
5
Journal of service theory and practice : JSTP
5
Total quality management & business excellence
5
Asia-Pacific journal of business administration
4
Business horizons
4
International journal of quality and service sciences
4
International journal of services, economics and management
4
Journal of air transport management
4
Journal of interactive marketing : a quarterly publication from the Direct Marketing Educational Foundation
4
Journal of travel and tourism marketing
4
Springer eBook Collection / Business and Economics
4
European journal of marketing
3
European journal of marketing : EJM
3
European journal of operational research : EJOR
3
International journal of bank marketing
3
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ECONIS (ZBW)
47
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47
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1
Customers' intention to compliment and complain via AI-enabled platforms : a self-disclosure perspective
Cai, Ruiying
;
Wang, Yao-Chin
;
Sun, Jie
- In:
International journal of hospitality management
116
(
2024
),
pp. 1-12
Persistent link: https://www.econbiz.de/10014457799
Saved in:
2
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:
3
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:
4
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:
5
An interactive service recovery framework combining demand and supply approaches
Jin, Dan
;
DiPietro, Robin B.
;
Kim, Kawon Kathy
;
Meng, Fang
- In:
International journal of hospitality management
109
(
2023
),
pp. 1-17
Persistent link: https://www.econbiz.de/10014282502
Saved in:
6
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:
7
Relationship quality matters : how restaurant businesses can optimize complaint management
Meyer-Waarden, Lars
;
Sabadie, William
- In:
Tourism management : research, policies, practice
96
(
2023
),
pp. 1-18
Persistent link: https://www.econbiz.de/10013555019
Saved in:
8
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:
9
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:
10
Disentangling the dynamics of service failure and service recovery in peer-to-peer accommodations : a triadic perspective
Kim, Hyunsu
;
So, Kevin Kam Fung
;
Mihalik, Brian J.
- In:
International journal of hospitality management
100
(
2022
),
pp. 1-12
Persistent link: https://www.econbiz.de/10013266162
Saved in:
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