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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:"Service quality"
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Search: subject_exact:"Customer complaints"
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Brand management
Customer integration
Service quality
Beschwerdemanagement
101
Complaint management
101
Dienstleistungsqualität
70
Customer satisfaction
53
Kundenzufriedenheit
53
Beziehungsmarketing
46
Relationship marketing
46
Consumer behaviour
37
Konsumentenverhalten
37
Service failure
26
Customer service
25
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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Undetermined
39
Free
1
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Article
72
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Article in journal
72
Aufsatz in Zeitschrift
72
Language
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English
72
Author
All
Guchait, Priyanko
6
Jang, Soocheong
6
Mattila, Anna S.
4
Grégoire, Yany
3
Huey Chern Boo
2
Kim, Hyunsu
2
Kim, Jong-hyeong
2
Lee, Lindsey
2
Luo, Anqi
2
Madera, Juan M.
2
So, Kevin Kam Fung
2
Sparks, Beverley
2
Sreejesh, S.
2
Svensson, Göran
2
Wang, Xingyu
2
Adler, Howard
1
Ahasanul Haque
1
Ali, Faizan
1
Allen, Alexis M.
1
Amorim, Marlene
1
Andajigarmaroudi, Saeed
1
Arun Kumar Tarofder
1
Assaf, A. Georges
1
Azam, S. M. Ferdous
1
Azar, Sana
1
Baker, Thomas L.
1
Bilstein, Nicola
1
Bonifield, Carolyn
1
Borah, Sourav Bikash
1
Brady, Michael K.
1
Butcher, Ken
1
Cai, Liping A.
1
Chacko, Dony Peter
1
Chebat, Jean-Charles
1
Chen, Kai
1
Cheng, T. C. E.
1
Choi, Soo Keun
1
Chuang, Shih-chieh
1
Cole, Catherine A.
1
Cvelbar, Ljubica Knežević
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 the Academy of Marketing Science
The Lahore journal of business
Journal of business research : JBR
50
Journal of retailing and consumer services
37
The journal of services marketing
30
Journal of hospitality marketing & management
24
Journal of service research : JSR
19
Service business
18
International journal of contemporary hospitality management
17
The service industries journal
16
Services marketing quarterly
11
Journal of hospitality & tourism research : JHTR ; the professional journal of the Council on Hotel, Restaurant, and Institutional Education
10
Journal of service research
10
Managing service quality : MSQ ; an international journal
10
Marketing letters : a journal of research in marketing
10
Psychology & marketing
10
European journal of marketing : EJM
9
Journal of air transport management
9
Journal of service management
8
Journal of service theory and practice
8
Journal of service theory and practice : JSTP
8
Journal of strategic marketing
7
Asia Pacific journal of marketing and logistics
6
Journal of retailing
6
Journal of travel and tourism marketing
6
Tourism management : research, policies, practice
6
Business horizons
5
International journal of business and economics
5
Journal of consumer behaviour : an international research review
5
Journal of consumer marketing
5
Journal of marketing
5
Marketing intelligence & planning
5
Asia-Pacific journal of business administration
4
Australasian marketing journal
4
Cogent business & management
4
Industrial marketing management : the international journal for industrial and high-tech firms
4
International journal of operations & production management : IJOPM ; the official journal of the European Operations Management Association, EUROMA
4
International journal of services and operations management
4
Journal of global marketing
4
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ECONIS (ZBW)
72
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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 evolution of service failure and recovery research in hospitality and tourism : an integrative review and future research directions
Kim, Hyunsu
;
So, Kevin Kam Fung
- In:
International journal of hospitality management
111
(
2023
),
pp. 1-13
Persistent link: https://www.econbiz.de/10014310875
Saved in:
4
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:
5
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:
6
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:
7
Power of apologetic responses in online travel community
Guo, Xiaoshu
;
Ye, Qiang
;
Law, Chun Hung Roberts
;
Liang, Sai
- In:
International journal of hospitality management
103
(
2022
),
pp. 1-13
Persistent link: https://www.econbiz.de/10013209274
Saved in:
8
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:
9
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:
10
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
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