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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:"The Lahore journal of business"
~subject:"Brand management"
~subject:"Customer integration"
~subject:"Customer service"
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Brand management
Customer integration
Customer service
Beschwerdemanagement
101
Complaint management
101
Dienstleistungsqualität
70
Service quality
70
Customer satisfaction
53
Kundenzufriedenheit
53
Beziehungsmarketing
46
Relationship marketing
46
Consumer behaviour
37
Konsumentenverhalten
37
Service failure
26
Kundenservice
25
Service recovery
21
Dienstleistungssektor
16
Service industry
16
Emotion
14
Gastronomie
10
Restaurant industry
10
USA
9
United States
9
Gastgewerbe
7
Hospitality industry
7
Hotel industry
7
Hotellerie
7
Viral marketing
6
Virales Marketing
6
Brand image
5
China
5
Gerechtigkeit
5
Justice
5
Markenführung
5
Markenimage
5
Service recovery performance
5
Hospital
4
Krankenhaus
4
Kundenintegration
4
Mobile communications
4
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21
Free
1
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Article
32
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32
Aufsatz in Zeitschrift
32
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English
32
Author
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Huey Chern Boo
2
MacQuilken, Lisa
2
Sreejesh, S.
2
Ahasanul Haque
1
Andajigarmaroudi, Saeed
1
Arun Kumar Tarofder
1
Azam, S. M. Ferdous
1
Azar, Sana
1
Bilstein, Nicola
1
Borah, Sourav Bikash
1
Chacko, Dony Peter
1
Chebat, Jean-Charles
1
Chen, Jing
1
Cheng, T. C. E.
1
Choi, Youngsoo
1
DiPietro, Robin B.
1
El Hedhli, Kamel
1
Falk, Tomas
1
Gannon, Martin
1
Geng, Ruoqi
1
Gera, Rajat
1
Grewal, Dhruv
1
Grégoire, Yany
1
Guchait, Priyanko
1
Handrich, Matthias
1
Heidenreich, Sven
1
Heijden, Gielis A. H. van der
1
Ho, Ting Hin
1
Hogreve, Jens
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Hong, Zhisheng
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Khoo-Lattimore, Catheryn
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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
The Lahore journal of business
Journal of business research : JBR
29
Journal of retailing and consumer services
15
The journal of services marketing
15
Journal of service research : JSR
8
Journal of retailing
7
Journal of service research
7
Journal of service theory and practice
7
Psychology & marketing
7
The service industries journal
7
Journal of hospitality marketing & management
6
International journal of contemporary hospitality management
5
Managing service quality : MSQ ; an international journal
5
Marketing letters : a journal of research in marketing
5
Service business
5
Services marketing quarterly
5
Business horizons
4
International journal of operations & production management : IJOPM ; the official journal of the European Operations Management Association, EUROMA
4
Asia-Pacific journal of business administration
3
European journal of marketing : EJM
3
Gabler Edition Wissenschaft
3
Ilmenauer Schriften zur Betriebswirtschaftslehre
3
International journal of business information systems : IJBIS
3
International journal of services, economics and management
3
Journal of consumer marketing
3
Journal of hospitality & tourism research : JHTR ; the professional journal of the Council on Hotel, Restaurant, and Institutional Education
3
Journal of service management
3
Journal of service theory and practice : JSTP
3
Management science : journal of the Institute for Operations Research and the Management Sciences
3
Tourism management : research, policies, practice
3
Asia Pacific journal of marketing and logistics
2
Cogent business & management
2
Customer Relationship Management : neue CRM-Best-Practice-Fallstudien und -Konzepte zu Prozessen, Organisation, Mitarbeiterführung und Technologie
2
European journal of marketing
2
International journal of consumer studies
2
International journal of electronic commerce : IJEC
2
International journal of services and operations management
2
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All
ECONIS (ZBW)
32
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1
Maneuvering angry consumers toward brand forgiveness and repatronage : the moderating role of personality and recovery strategies
Najam, Faryal
;
Azar, Sana
- In:
The Lahore journal of business
10
(
2022
)
2
,
pp. 1-17
Persistent link: https://www.econbiz.de/10014280602
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
Investigating the effects of service recovery strategies on consumer forgiveness and post-trust in the food delivery sector
Gannon, Martin
;
Taheri, Babak
;
Rahimi, Roya
;
Okumus, …
- In:
International journal of hospitality management
107
(
2022
),
pp. 1-12
Persistent link: https://www.econbiz.de/10014227663
Saved in:
7
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:
8
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:
9
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:
10
When more pain is better : role of need for uniqueness in service evaluations of observable service recovery
Sharifi, Seyed Shahin
- In:
International journal of hospitality management
85
(
2020
),
pp. 1-11
Persistent link: https://www.econbiz.de/10012241354
Saved in:
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