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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 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
108
Complaint management
108
Dienstleistungsqualität
76
Service quality
76
Customer satisfaction
57
Kundenzufriedenheit
57
Beziehungsmarketing
51
Relationship marketing
51
Consumer behaviour
40
Konsumentenverhalten
40
Customer service
27
Kundenservice
27
Service failure
27
Service recovery
21
Dienstleistungssektor
16
Service industry
16
Emotion
14
Gastronomie
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USA
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United States
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Hotellerie
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Gastgewerbe
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Hospitality industry
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Viral marketing
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Virales Marketing
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Brand image
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Gerechtigkeit
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Justice
5
Markenimage
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Service recovery performance
5
Brand management
4
Customer integration
4
Hospital
4
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Kundenintegration
4
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21
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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
Butcher, Ken
1
Chen, Joseph S.
1
Cheng, Simone
1
Choi, Soo Keun
1
Golmohammadi, Alireza
1
Grégoire, Yany
1
Ha, Jooyeon
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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
Lee, Jin-soon
1
Lee, Kyuho
1
Lee, Yun Lok
1
Li, Mimi
1
Liu, Zhaoping
1
Manu C
1
Mattila, Anna S.
1
McDonald, Heath
1
Meng, Fang
1
Namkung, Young
1
O'Gorman, Kevin D.
1
Pan, Steve
1
Paul, Justin
1
Poh Theng Loo
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Qiu, Shangzhi
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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 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 retailing and consumer services
4
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)
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11
Examining perceived betrayal, desire for revenge and avoidance, and the moderating effect of relational benefits
Lee, Jin-soon
;
Pan, Steve
;
Tsai, Henry
- In:
International journal of hospitality management
32
(
2013
),
pp. 80-90
Persistent link: https://www.econbiz.de/10009717667
Saved in:
12
Is guarantee compensation enough? : the important role of fix and employee effort in restoring justice
MacQuilken, Lisa
;
McDonald, Heath
;
Vocino, Andrea
- In:
International journal of hospitality management
33
(
2013
),
pp. 41-50
Persistent link: https://www.econbiz.de/10009746522
Saved in:
13
Service encounters and face loss : issues of failures, fairness, and context
Lee, Yun Lok
;
Sparks, Beverley
;
Butcher, Ken
- In:
International journal of hospitality management
34
(
2013
),
pp. 384-393
Persistent link: https://www.econbiz.de/10009767477
Saved in:
14
The role of tie strength on consumer dissatisfaction responses
Yang, Wan
;
Mattila, Anna S.
- In:
International journal of hospitality management
31
(
2012
)
2
,
pp. 399-404
Persistent link: https://www.econbiz.de/10009503304
Saved in:
15
Exploring the impacts of service guarantee strategy
Lee, Kyuho
;
Khan, Mahmood A.
- In:
Journal of travel and tourism marketing
29
(
2012
)
1/2
,
pp. 133-146
Persistent link: https://www.econbiz.de/10009537257
Saved in:
16
Effects of compensation for service recovery : from the equity theory perspective
Kwon, SoYeon
;
Jang, Soocheong
- In:
International journal of hospitality management
31
(
2012
)
4
,
pp. 1235-1243
Persistent link: https://www.econbiz.de/10009567530
Saved in:
17
Customer complaints in restaurants : do they differ by service stages and loyalty levels?
Namkung, Young
;
Jang, Soocheong
;
Choi, Soo Keun
- In:
International journal of hospitality management
30
(
2011
)
3
,
pp. 495-502
Persistent link: https://www.econbiz.de/10009130594
Saved in:
18
The influence of guarantees, active requests to voice and failure severity on customer complaint behavior
MacQuilken, Lisa
;
Robertson, Nichola
- In:
International journal of hospitality management
30
(
2011
)
4
,
pp. 953-962
Persistent link: https://www.econbiz.de/10009242071
Saved in:
19
The effects of situational and personal characteristics on consumer complaint behavior in restaurant services
Kim, Jong-hyeong
;
Chen, Joseph S.
- In:
Journal of travel and tourism marketing
27
(
2010
)
1
,
pp. 96-112
Persistent link: https://www.econbiz.de/10003963341
Saved in:
20
Perceived justice in service recovery and behavioral intentions : the role of relationship quality
Ha, Jooyeon
;
Jang, Soocheong
- In:
International journal of hospitality management
28
(
2009
)
3
,
pp. 319-327
Persistent link: https://www.econbiz.de/10003855714
Saved in:
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