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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
12
USA
10
United States
10
Hotel industry
8
Hotellerie
8
Gastgewerbe
7
Hospitality industry
7
Viral marketing
7
Virales Marketing
7
Brand image
5
Gerechtigkeit
5
Justice
5
Markenimage
5
Service recovery performance
5
Brand management
4
Customer integration
4
Hospital
4
Krankenhaus
4
Kundenintegration
4
Mobile communications
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
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
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
1
Qiu, Shangzhi
1
Robertson, Nichola
1
Sarkar, Abhigyan
1
Sarkar, Juhi Gahlot
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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)
21
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1
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:
2
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:
3
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:
4
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:
5
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:
6
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:
7
Same but different : Chinese-American and Mainland Chinese consumers’ perceptions of and behavior in a service failure situation
Weber, Karin
;
Hsu, Cathy H. C.
;
Sparks, Beverley
- In:
Journal of travel and tourism marketing
33
(
2016
)
4/6
,
pp. 471-496
Persistent link: https://www.econbiz.de/10011517125
Saved in:
8
The effects of acculturation, social distinctiveness, and social presence in a service failure situation
Weber, Karin
;
Sparks, Beverley
;
Hsu, Cathy H. C.
- In:
International journal of hospitality management
56
(
2016
),
pp. 44-55
Persistent link: https://www.econbiz.de/10011520943
Saved in:
9
Cross-cultural comparison of Chinese and Arab consumer complaint behavior in the hotel context
Jahandideh, Behrouz
;
Golmohammadi, Alireza
;
Meng, Fang
; …
- In:
International journal of hospitality management
41
(
2014
),
pp. 67-76
Persistent link: https://www.econbiz.de/10010403087
Saved in:
10
The fading effect bias : examining changes in affect and behavioral intention in restaurant service failures and reoveries
Kim, Jong-hyeong
;
Jang, Soocheong
- In:
International journal of hospitality management
40
(
2014
),
pp. 109-119
Persistent link: https://www.econbiz.de/10010388577
Saved in:
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