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~isPartOf:"Erfolgreiches Beschwerdemanagement : Wege zu Prozessverbesserungen und Kundenzufriedenheit"
~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:"Total quality management & business excellence : an official journal of the European Society for Organisational Excellence"
~subject:"Hotel industry"
~subject:"Quality management"
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Hotel industry
Quality management
Beschwerdemanagement
48
Complaint management
48
Dienstleistungsqualität
31
Service quality
31
Customer satisfaction
25
Kundenzufriedenheit
25
Beziehungsmarketing
23
Relationship marketing
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Consumer behaviour
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Service recovery
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Emotion
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service recovery
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service failure
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Au, Norman
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Brotons, José M.
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Casadesús, Martí
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Chang, Tsang-Chuan
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Chen, Kuen-Suan
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Ekiz, Erdogan H.
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Fandos-Herrera, Carmina
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Flavián Blanco, Carlos
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Huang, Chiao-Tzu
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Lee, Chung Hun
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Linder, A.
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Marimon, Frederic
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Petnji Yaya, Luc Honore
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Schmitt, R.
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Erfolgreiches Beschwerdemanagement : Wege zu Prozessverbesserungen und Kundenzufriedenheit
International journal of contemporary hospitality management
Journal of hospitality & tourism research : JHTR ; the professional journal of the Council on Hotel, Restaurant, and Institutional Education
Total quality management & business excellence : an official journal of the European Society for Organisational Excellence
International journal of hospitality management
8
Journal of hospitality marketing & management
8
Journal of vacation marketing : an international journal
2
The TQM journal : the international review of organizational improvement
2
The journal of services marketing
2
The service industries journal
2
Tourism management : research, policies, practice
2
A Productivity Press book
1
Aktuelle Entwicklungen im Dienstleistungsmarketing
1
Dienstleistungsoffensive - Wachstumschancen intelligent nutzen
1
Enlightening tourism : ET ; a pathmaking journal
1
Göttinger Handelswissenschaftliche Schriften e.V. : GHS
1
Handbuch Hospitality Management : Managementkonzepte, Wettbewerbskontext, Unternehmenspraxis
1
Innovatives Markenmanagement
1
International journal of business and economics
1
International journal of management practice : IJMP
1
International journal of process management and benchmarking : IJPMB
1
International journal of productivity and quality management : IJPQM
1
International journal of research in marketing : IJRM ; official journal of the European Marketing Academy
1
International journal of services, economics and management
1
Journal of accounting & management information systems : JAMIS
1
Journal of business economics : JBE
1
Journal of global marketing
1
Journal of retailing and consumer services
1
Journal of service theory and practice
1
Journal of travel and tourism marketing
1
Kostenmanagement und Controlling
1
Kundenzufriedenheit und Kundenbindung : Strategien und Instrumente von Finanzdienstleistern
1
Praxislösungen
1
Schriften zu Tourismus und Freizeit
1
Schriftenreihe des Instituts für Kreditwirtschaft
1
Schritte in die künftige Mobilität : technische und betriebswirtschaftliche Aspekte : [4. Wissenschaftsforum Mobilität am 21. Juni 2012]
1
Services marketing cases in emerging markets : an asian perspective
1
Social Web im Tourismus : Strategien - Konzepte - Einsatzfelder
1
Springer eBook Collection / Business and Management
1
SpringerLink / Bücher
1
The international journal of business science & applied management : IJBSAM
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1
Development of a quantification model for the cost of loss of image with customer complaints
Sansalvador, Manuel E.
;
Brotons, José M.
- In:
Total quality management & business excellence : an …
29
(
2018
)
14
,
pp. 1633-1647
Persistent link: https://www.econbiz.de/10011962117
Saved in:
2
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:
3
Developing control charts in monitoring service quality based on the number of customer complaints
Chen, Kuen-Suan
;
Chang, Tsang-Chuan
;
Wang, Kung-Jeng
; …
- In:
Total quality management & business excellence : an …
26
(
2015
)
5/6
,
pp. 675-689
Persistent link: https://www.econbiz.de/10011305614
Saved in:
4
Technical complaint management from a quality perspective
Linder, A.
;
Schmitt, S.
;
Schmitt, R.
- In:
Total quality management & business excellence : an …
25
(
2014
)
8
,
pp. 865-875
Persistent link: https://www.econbiz.de/10010393803
Saved in:
5
The revitalising effect of ISO 9001 on dissatisfied customers
Petnji Yaya, Luc Honore
;
Marimon, Frederic
;
Casadesús, …
- In:
Total quality management & business excellence : an …
25
(
2014
)
8
,
pp. 856-864
Persistent link: https://www.econbiz.de/10010393804
Saved in:
6
The effects of coworker and perceived organizational support on hotel employee outcomes : the moderating role of job embeddedness
Karatepe, Osman M.
- In:
Journal of hospitality & tourism research : JHTR ; the …
36
(
2012
)
4
,
pp. 495-516
Persistent link: https://www.econbiz.de/10009664101
Saved in:
7
Perceived organizational support, career satisfaction, and performance outcomes : a study of hotel employees in Cameroon
Karatepe, Osman M.
- In:
International journal of contemporary hospitality management
24
(
2012
)
5
,
pp. 735-752
Persistent link: https://www.econbiz.de/10009568731
Saved in:
8
Comparing Chinese and American attitudes towards complaining
Ekiz, Erdogan H.
;
Au, Norman
- In:
International journal of contemporary hospitality management
23
(
2011
)
3
,
pp. 327-343
Persistent link: https://www.econbiz.de/10009157090
Saved in:
9
Hotel overbooking : the effect of overcompensation on customers’ reactions to denied service
Noone, Breffni M.
;
Lee, Chung Hun
- In:
Journal of hospitality & tourism research : JHTR ; the …
35
(
2011
)
3
,
pp. 334-357
Persistent link: https://www.econbiz.de/10009272014
Saved in:
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