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~isPartOf:"Erfolgreiches Beschwerdemanagement : Wege zu Prozessverbesserungen und Kundenzufriedenheit"
~isPartOf:"International journal of hospitality management"
~isPartOf:"International journal of production economics"
~isPartOf:"International journal of quality and service sciences"
~isPartOf:"Journal of retailing and consumer services"
~isPartOf:"Journal of the Academy of Marketing Science"
~isPartOf:"Journal of travel and tourism marketing"
~subject:"China"
~subject:"Markenführung"
~subject:"Restaurant industry"
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Search: subject_exact:"Customer complaints"
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China
Markenführung
Restaurant industry
Beschwerdemanagement
151
Complaint management
151
Dienstleistungsqualität
113
Service quality
113
Customer satisfaction
90
Kundenzufriedenheit
90
Beziehungsmarketing
77
Relationship marketing
77
Consumer behaviour
61
Konsumentenverhalten
61
Service failure
42
Customer service
38
Kundenservice
38
Service recovery
37
Dienstleistungssektor
18
Emotion
18
Service industry
18
Justice
15
Viral marketing
15
Virales Marketing
15
Gerechtigkeit
14
USA
14
United States
14
Gastronomie
12
Mobile communications
11
Mobilkommunikation
11
Hotel industry
9
Hotellerie
9
Brand image
8
Gastgewerbe
8
Hospitality industry
8
Markenimage
8
Brand management
7
Customer integration
7
Kundenintegration
7
Online retailing
7
Online-Handel
7
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25
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Jang, Soocheong
4
Sparks, Beverley
3
Hsu, Cathy H. C.
2
Kim, Jong-hyeong
2
MacQuilken, Lisa
2
Sreejesh, S.
2
Weber, Karin
2
Bougoure, Ursula Sigrid
1
Butcher, Ken
1
Chen, Joseph S.
1
Cheng, Peng
1
Cheng, Simone
1
Choi, Soo Keun
1
Cioppi, Marco
1
Curina, Ilaria
1
Fazal-e-Hasan, Syed
1
Francioni, Barbara
1
Golmohammadi, Alireza
1
Grégoire, Yany
1
Ha, Jooyeon
1
Hegner, Sabrina
1
Huey Chern Boo
1
Jahandideh, Behrouz
1
Johnen, Marius
1
Khamitov, Mansur
1
Khan, Mahmood A.
1
Khoo-Lattimore, Catheryn
1
Kwon, SoYeon
1
Lam, Terry
1
Le, Hoang T. P. M.
1
Lee, Jin-soon
1
Lee, Kyuho
1
Lee, Sangwoo
1
Lee, Yun Lok
1
Li, Mimi
1
Liu, Yang
1
Liu, Zhaoping
1
Manu C
1
Mattila, Anna S.
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Erfolgreiches Beschwerdemanagement : Wege zu Prozessverbesserungen und Kundenzufriedenheit
International journal of hospitality management
International journal of production economics
International journal of quality and service sciences
Journal of retailing and consumer services
Journal of the Academy of Marketing Science
Journal of travel and tourism marketing
Journal of hospitality marketing & management
9
Journal of business research : JBR
8
International journal of contemporary hospitality management
6
Journal of hospitality & tourism research : JHTR ; the professional journal of the Council on Hotel, Restaurant, and Institutional Education
3
Nankai business review international
3
Asia-Pacific journal of business administration
2
Journal of air transport management
2
Journal of service research : JSR
2
Quality management journal : QMJ
2
Services marketing quarterly
2
The journal of services marketing
2
The service industries journal
2
Administrative Sciences : open access journal
1
Asia Pacific journal of marketing and logistics
1
Business horizons
1
China economic journal : the official journal of the China Center for Economic Research (CCER) at Peking University
1
Chinese management studies : CMS
1
Cornell hospitality quarterly : CQ
1
Gabler Edition Wissenschaft / Innovatives Markenmanagement
1
Gabler Edition Wissenschaft : Focus Dienstleistungsmarketing
1
Harmony versus conflict in Asian business : managing in a turbulent era
1
International marketing review
1
Inventi impact: retailing & consumer services
1
Journal of African business
1
Journal of advertising research
1
Journal of business ethics : JOBE
1
Journal of consumer behaviour : an international research review
1
Journal of consumer marketing
1
Journal of financial services marketing
1
Journal of financial services marketing : JFSM
1
Journal of hospitality and tourism insights
1
Journal of international marketing
1
Journal of marketing management : MM
1
Journal of retailing
1
Journal of service research
1
Journal of service theory and practice
1
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ECONIS (ZBW)
25
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1
Emotion and trust in virtual service assistant design for effective service recovery
Le, Hoang T. P. M.
;
Park, Jungkun
;
Lee, Sangwoo
- In:
Journal of retailing and consumer services
74
(
2023
),
pp. 1-11
Persistent link: https://www.econbiz.de/10014364045
Saved in:
2
How trust mediate the effects of perceived justice on loyalty : a study in the context of automotive recall in China
Liu, Yang
;
Cheng, Peng
;
Ouyang, Zhe
- In:
Journal of retailing and consumer services
58
(
2021
),
pp. 1-10
Persistent link: https://www.econbiz.de/10012431630
Saved in:
3
Managing customers' undesirable responses towards hospitality service brands during service failure : the moderating role of other customer perception
Sarkar, Abhigyan
;
Sarkar, Juhi Gahlot
;
Sreejesh, S.
- In:
International journal of hospitality management
94
(
2021
),
pp. 1-14
Persistent link: https://www.econbiz.de/10012495095
Saved in:
4
How should I respond to a complaining customer? : a model of Cognitive-Emotive-Behavioral from the perspective of restaurant service employees
Poh Theng Loo
;
Khoo-Lattimore, Catheryn
;
Huey Chern Boo
- In:
International journal of hospitality management
95
(
2021
),
pp. 1-10
Persistent link: https://www.econbiz.de/10012547701
Saved in:
5
Tell us your concern, and we shall together address! : role of service booking channels and brand equity on post-failure outcomes
Manu C
;
Sreejesh, S.
;
Paul, Justin
- In:
International journal of hospitality management
96
(
2021
),
pp. 1-13
Persistent link: https://www.econbiz.de/10012585701
Saved in:
6
Brand hate and non-repurchase intention : a service context perspective in a cross-channel setting
Curina, Ilaria
;
Francioni, Barbara
;
Hegner, Sabrina
; …
- In:
Journal of retailing and consumer services
54
(
2020
),
pp. 1-10
Persistent link: https://www.econbiz.de/10012238345
Saved in:
7
A systematic review of brand transgression, service failure recovery and product-harm crisis : integration and guiding insights
Khamitov, Mansur
;
Grégoire, Yany
;
Suri, Anshu
- In:
Journal of the Academy of Marketing Science
48
(
2020
)
3
,
pp. 519-542
Persistent link: https://www.econbiz.de/10012290970
Saved in:
8
When pushing back is good : the effectiveness of brand responses to social media complaints
Johnen, Marius
;
Schnittka, Oliver
- In:
Journal of the Academy of Marketing Science
47
(
2019
)
5
,
pp. 858-878
Persistent link: https://www.econbiz.de/10012107337
Saved in:
9
The impact of service failure on brand credibility
Bougoure, Ursula Sigrid
;
Russell-Bennett, Rebekah
; …
- In:
Journal of retailing and consumer services
31
(
2016
),
pp. 62-71
Persistent link: https://www.econbiz.de/10011528525
Saved in:
10
The Chinese way of response to hospitality service failure : the effects of face and guanxi
Li, Mimi
;
Qiu, Shangzhi
;
Liu, Zhaoping
- In:
International journal of hospitality management
57
(
2016
),
pp. 18-29
Persistent link: https://www.econbiz.de/10011581201
Saved in:
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