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~isPartOf:"Cogent business & management"
~isPartOf:"International journal of contemporary hospitality management"
~isPartOf:"Journal of hospitality & tourism research : JHTR ; the professional journal of the Council on Hotel, Restaurant, and Institutional Education"
~isPartOf:"Journal of service research"
~isPartOf:"Total quality management & business excellence : an official journal of the European Society for Organisational Excellence"
~subject:"Social Web"
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Search: subject_exact:"Reklamation"
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Social Web
Beschwerdemanagement
62
Complaint management
62
Dienstleistungsqualität
50
Service quality
50
Customer satisfaction
39
Kundenzufriedenheit
39
Beziehungsmarketing
35
Relationship marketing
35
Consumer behaviour
33
Konsumentenverhalten
33
Customer service
18
Kundenservice
18
service recovery
12
Emotion
9
Mobile communications
9
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service failure
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Virales Marketing
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Social web
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Hotellerie
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Online-Handel
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Online-Marketing
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Quality management
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Qualitätsmanagement
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Airline
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Bradley, Graham L.
2
Sparks, Beverley
2
Bilstein, Nicola
1
Béal, Mathieu
1
Cobanoglu, Cihan
1
Grégoire, Yany
1
Hogreve, Jens
1
Hörner, Kathrin Brigitte
1
Liu, Dong
1
Omran, Behzad Abound
1
Schrock, Wyatt A.
1
Voorhees, Clay M.
1
Wang, Guocai
1
Weber, Karin
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Zhang, Tingting
1
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1
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Cogent business & management
International journal of contemporary hospitality management
Journal of hospitality & tourism research : JHTR ; the professional journal of the Council on Hotel, Restaurant, and Institutional Education
Journal of service research
Total quality management & business excellence : an official journal of the European Society for Organisational Excellence
Journal of business research : JBR
5
Journal of hospitality marketing & management
4
Business horizons
3
Dienstleistungsmanagement und Social Media : Potenziale, Strategien und Instrumente
3
Journal of interactive marketing : a quarterly publication from the Direct Marketing Educational Foundation
3
Journal of retailing and consumer services
3
The journal of services marketing
3
Tourism management : research, policies, practice
3
Harvard business review : HBR
2
Journal of management information systems : JMIS
2
Journal of marketing
2
Marketing intelligence & planning
2
The service industries journal
2
Accounting perspectives : a journal of The Canadian Academic Accounting Association
1
Aktuelle Entwicklungen im Dienstleistungsmarketing
1
Asia-Pacific journal of business administration
1
Corporate communications : an international journal
1
Corporate reputation review : an international journal
1
Environmental and resource economics
1
European journal of marketing
1
European journal of marketing : EJM
1
GfK marketing intelligence review : Marketingforschung für die Praxis
1
HMD : Praxis der Wirtschaftsinformatik
1
Innovatives Markenmanagement
1
International journal of electronic commerce : IJEC
1
International journal of electronic customer relationship management : IJECRM
1
International journal of hospitality management
1
International journal of innovation science
1
International journal of operations & production management : IJOPM ; the official journal of the European Operations Management Association, EUROMA
1
International journal of services and operations management
1
International journal of services, economics and management
1
International journal of social entrepreneurship and innovation : IJSEI
1
International marketing review
1
Journal of advertising research
1
Journal of business strategy
1
Journal of communication management
1
Journal of consumer research : JCR ; an interdisciplinary bimonthly
1
Journal of global information management : an official publication of the Information Resources Management Association
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ECONIS (ZBW)
6
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1
Thirty years of service failure and recovery research : thematic development and future research opportunities from a social network perspective
Liu, Dong
;
Zhao, Yanhui
;
Wang, Guocai
;
Schrock, Wyatt A.
; …
- In:
Journal of service research
27
(
2024
)
2
,
pp. 268-282
Persistent link: https://www.econbiz.de/10014580436
Saved in:
2
How do observers react to companies' humorous responses to online public complaints?
Béal, Mathieu
;
Grégoire, Yany
- In:
Journal of service research
25
(
2022
)
2
,
pp. 242-259
Persistent link: https://www.econbiz.de/10013268018
Saved in:
3
Service recovery on stage : effects of social media recovery on virtually present others
Hogreve, Jens
;
Bilstein, Nicola
;
Hörner, Kathrin Brigitte
- In:
Journal of service research
22
(
2019
)
4
,
pp. 421-439
Persistent link: https://www.econbiz.de/10012128049
Saved in:
4
Generation Y's positive and negative eWOM : use of social media and mobile technology
Zhang, Tingting
;
Omran, Behzad Abound
;
Cobanoglu, Cihan
- In:
International journal of contemporary hospitality management
29
(
2017
)
2
,
pp. 732-761
Persistent link: https://www.econbiz.de/10011687713
Saved in:
5
A "Triple A" typology of responding to negative consumer-generated online reviews
Sparks, Beverley
;
Bradley, Graham L.
- In:
Journal of hospitality & tourism research : JHTR ; the …
41
(
2017
)
6
,
pp. 719-745
Persistent link: https://www.econbiz.de/10011736938
Saved in:
6
The stress of anonymous online reviews: a conceptual model and research agenda
Bradley, Graham L.
;
Sparks, Beverley
;
Weber, Karin
- In:
International journal of contemporary hospitality management
27
(
2015
)
5
,
pp. 739-755
Persistent link: https://www.econbiz.de/10011405107
Saved in:
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