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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"
~subject:"Beziehungsmarketing"
~subject:"Customer integration"
~subject:"Dienstleistungssektor"
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Beziehungsmarketing
Customer integration
Dienstleistungssektor
Beschwerdemanagement
100
Complaint management
100
Dienstleistungsqualität
70
Service quality
70
Customer satisfaction
53
Kundenzufriedenheit
53
Relationship marketing
46
Consumer behaviour
36
Konsumentenverhalten
36
Service failure
26
Customer service
25
Kundenservice
25
Service recovery
21
Service industry
16
Emotion
14
Gastronomie
10
Restaurant industry
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USA
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United States
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Gastgewerbe
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Hospitality industry
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Hotel industry
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Hotellerie
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Viral marketing
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Virales Marketing
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China
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Gerechtigkeit
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Justice
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Service recovery performance
5
Brand image
4
Brand management
4
Hospital
4
Krankenhaus
4
Kundenintegration
4
Markenführung
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Markenimage
4
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51
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Jang, Soocheong
5
Mattila, Anna S.
3
Guchait, Priyanko
2
Huey Chern Boo
2
Kim, Jong-hyeong
2
Sreejesh, S.
2
Ahasanul Haque
1
Allen, Alexis M.
1
Amorim, Marlene
1
Andajigarmaroudi, Saeed
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Arun Kumar Tarofder
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Azam, S. M. Ferdous
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Becker, Uwe
1
Bilstein, Nicola
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Borah, Sourav Bikash
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Cai, Ruiying
1
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1
Chen, Jing
1
Chen, Kai
1
Chen, Youhua
1
Cheng, Simone
1
Cheng, T. C. E.
1
Choi, Chang Hwan
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Cvelbar, Ljubica Knežević
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Dawson, Mary
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Demirag, Ozgun Caliskan
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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 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
Services marketing quarterly
9
Journal of service research
8
SpringerLink / Bücher
8
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
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
Cogent business & management
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
Journal of strategic marketing
4
Reihe: Wissenschaftliche Arbeitspapiere / W / Institut für Marktorientierte Unternehmensführung, Universität Mannheim
4
Total quality management & business excellence
4
Total quality management & business excellence : an official journal of the European Society for Organisational Excellence
4
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ECONIS (ZBW)
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31
The effects of customer voice on hotel performance
Assaf, A. Georges
;
Josiassen, Alexander
;
Cvelbar, …
- In:
International journal of hospitality management
44
(
2015
),
pp. 77-83
Persistent link: https://www.econbiz.de/10010501234
Saved in:
32
Don't try harder : using customer inoculation to build resistance against service failures
Mikolon, Sven
;
Quaiser, Benjamin
;
Wieseke, Jan
- In:
Journal of the Academy of Marketing Science
43
(
2015
)
4
,
pp. 512-527
Persistent link: https://www.econbiz.de/10011306301
Saved in:
33
One firm’s loss is another’s gain : capitalizing on other firms’ service failures
Allen, Alexis M.
;
Brady, Michael K.
;
Robinson, Stacey G.
; …
- In:
Journal of the Academy of Marketing Science
43
(
2015
)
5
,
pp. 648-662
Persistent link: https://www.econbiz.de/10011340264
Saved in:
34
The dark side of customer co-creation : exploring the consequences of failed co-created services
Heidenreich, Sven
;
Wittkowski, Kristina
;
Handrich, Matthias
- In:
Journal of the Academy of Marketing Science
43
(
2015
)
3
,
pp. 279-296
Persistent link: https://www.econbiz.de/10011287133
Saved in:
35
How does social distance impact customers' complaint intentions? : a cross-cultural examination
Fan, Alei
;
Mattila, Anna S.
;
Zhao, Xinyuan
- In:
International journal of hospitality management
47
(
2015
),
pp. 25-34
Persistent link: https://www.econbiz.de/10011312551
Saved in:
36
Operational improvement competence and service recovery performance : the moderating effects of role stress and job resources
Yang, Yefei
;
Lee, Peter K. C.
;
Cheng, T. C. E.
- In:
International journal of production economics
164
(
2015
),
pp. 134-145
Persistent link: https://www.econbiz.de/10011289813
Saved in:
37
Who gets to decide your complaint intentions? : the influence of other companions on reaction to service failures
Huang, Molly Chien-jung
;
Wu, Homer C.
;
Chuang, Shih-chieh
; …
- In:
International journal of hospitality management
37
(
2014
),
pp. 180-189
Persistent link: https://www.econbiz.de/10010354183
Saved in:
38
Testing the stressor-strain-outcome model of customer-related social stressors in predicting emotional exhaustion, customer orientation and service recovery performance
Choi, Chang Hwan
;
Kim, Taegoo
;
Lee, Gyehee
;
Lee, Seung-kon
- In:
International journal of hospitality management
36
(
2014
),
pp. 272-285
Persistent link: https://www.econbiz.de/10010239278
Saved in:
39
A scenario-based experiment and a field study : a comparative examination for service failure and recovery
Kim, Jong-hyeong
;
Jang, Soocheong
- In:
International journal of hospitality management
41
(
2014
),
pp. 125-132
Persistent link: https://www.econbiz.de/10010403058
Saved in:
40
Perceived supervisor and co-worker support for error management : impact on perceived psychological safety and service recovery performance
Guchait, Priyanko
;
Paşamehmetoğlu, Ayşın
;
Dawson, Mary
- In:
International journal of hospitality management
41
(
2014
),
pp. 28-37
Persistent link: https://www.econbiz.de/10010403128
Saved in:
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