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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 strategic marketing"
~isPartOf:"Journal of the Academy of Marketing Science"
~isPartOf:"Reihe: Wissenschaftliche Arbeitspapiere / W / Institut für Marktorientierte Unternehmensführung, Universität Mannheim"
~subject:"Beziehungsmarketing"
~subject:"Customer integration"
~subject:"Dienstleistungssektor"
~type_genre:"Aufsatz in Zeitschrift"
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Search: subject_exact:"Customer complaints"
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Beziehungsmarketing
Customer integration
Dienstleistungssektor
Beschwerdemanagement
100
Complaint management
100
Dienstleistungsqualität
77
Service quality
77
Customer satisfaction
59
Kundenzufriedenheit
59
Relationship marketing
47
Consumer behaviour
40
Konsumentenverhalten
40
Service failure
27
Customer service
26
Kundenservice
26
Service recovery
21
Service industry
16
Emotion
15
Gastronomie
10
Restaurant industry
10
USA
9
United States
9
Viral marketing
8
Virales Marketing
8
Gastgewerbe
7
Gerechtigkeit
7
Hospitality industry
7
Hotel industry
7
Hotellerie
7
Justice
7
China
5
Online retailing
5
Online-Handel
5
Service recovery performance
5
Brand image
4
Brand management
4
Hospital
4
Krankenhaus
4
Kundenintegration
4
Markenführung
4
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Undetermined
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55
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Aufsatz in Zeitschrift
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55
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4
Graue Literatur
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English
55
Author
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Jang, Soocheong
5
Mattila, Anna S.
3
Sreejesh, S.
3
Guchait, Priyanko
2
Huey Chern Boo
2
Kim, Jong-hyeong
2
Paul, Justin
2
Ahasanul Haque
1
Allen, Alexis M.
1
Amorim, Marlene
1
Andajigarmaroudi, Saeed
1
Arun Kumar Tarofder
1
Assaf, A. Georges
1
Azam, S. M. Ferdous
1
Bilstein, Nicola
1
Borah, Sourav Bikash
1
Brady, Michael K.
1
Cai, Ruiying
1
Chacko, Dony Peter
1
Chatterjee, Swagato
1
Chen, Jing
1
Chen, Kai
1
Chen, Youhua
1
Cheng, Simone
1
Cheng, T. C. E.
1
Choi, Chang Hwan
1
Chuang, Shih-chieh
1
Cvelbar, Ljubica Knežević
1
Dawson, Mary
1
Demirag, Ozgun Caliskan
1
DiPietro, Robin B.
1
Dyussembayeva, Shynar
1
Falk, Tomas
1
Fan, Alei
1
Fan, Pan
1
Fürst, Andreas
1
Gao, Yixing
1
Geng, Ruoqi
1
Ghadami, Fateme
1
Grewal, Dhruv
1
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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 strategic marketing
Journal of the Academy of Marketing Science
Reihe: Wissenschaftliche Arbeitspapiere / W / Institut für Marktorientierte Unternehmensführung, Universität Mannheim
Journal of business research : JBR
40
Journal of retailing and consumer services
29
The journal of services marketing
20
The service industries journal
16
Journal of service research : JSR
14
Journal of hospitality marketing & management
13
Service business
12
International journal of contemporary hospitality management
11
Journal of service research
10
Services marketing quarterly
9
Journal of marketing
7
Marketing letters : a journal of research in marketing
7
Psychology & marketing
7
Business horizons
6
Journal of retailing
6
Tourism management : research, policies, practice
6
Cogent business & management
5
Journal of consumer marketing
5
Journal of hospitality & tourism research : JHTR ; the professional journal of the Council on Hotel, Restaurant, and Institutional Education
5
Journal of marketing management : MM
5
Journal of travel and tourism marketing
5
Managing service quality : MSQ ; an international journal
5
Marketing intelligence & planning
5
Asia-Pacific journal of business administration
4
European journal of marketing : EJM
4
International journal of business and economics
4
International journal of consumer studies
4
International journal of services and operations management
4
Journal of service management
4
Journal of service theory and practice
4
Journal of service theory and practice : JSTP
4
Total quality management & business excellence
4
Total quality management & business excellence : an official journal of the European Society for Organisational Excellence
4
Asia Pacific journal of marketing and logistics
3
Australasian marketing journal
3
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ECONIS (ZBW)
55
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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
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:
3
The role of switching cost in the e-service recovery framework among banking customers
Jose, Ajay
;
Mathew, Sonia
;
Rejikumar G.
;
Chacko, Dony Peter
- In:
International journal of quality and service sciences
14
(
2022
)
1
,
pp. 86-109
Persistent link: https://www.econbiz.de/10012884465
Saved in:
4
Service recovery in unaffected consumers : evidence of a recovery paradox
Wardley, Marcus
- In:
International journal of quality and service sciences
14
(
2022
)
1
,
pp. 121-132
Persistent link: https://www.econbiz.de/10012884467
Saved in:
5
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:
6
Blame and service recovery strategies in lateral exchange markets
Ketron, Seth
;
Mai, Enping
- In:
Journal of strategic marketing
30
(
2022
)
1
,
pp. 3-21
Persistent link: https://www.econbiz.de/10013170039
Saved in:
7
Resolving complaints online : development and validation of customers' perceived webcare scale
Sreejesh, S.
;
Paul, Justin
;
Unnithan, Anandakuttan B.
- In:
Journal of strategic marketing
30
(
2022
)
3
,
pp. 260-280
Persistent link: https://www.econbiz.de/10013284044
Saved in:
8
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:
9
Examining consumer complaints from an on-demand service platform
Yan, Nina
;
Xu, Xun
;
Tong, Tingting
;
Huang, Liujia
- In:
International journal of production economics
237
(
2021
),
pp. 1-10
Persistent link: https://www.econbiz.de/10012607202
Saved in:
10
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
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