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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:"Gerechtigkeit"
~subject:"Markenführung"
~subject:"Restaurant industry"
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Search: subject_exact:"Customer complaints"
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Gerechtigkeit
Markenführung
Restaurant industry
Beschwerdemanagement
100
Complaint management
100
Dienstleistungsqualität
70
Service quality
70
Customer satisfaction
53
Kundenzufriedenheit
53
Beziehungsmarketing
46
Relationship marketing
46
Consumer behaviour
36
Konsumentenverhalten
36
Service failure
26
Customer service
25
Kundenservice
25
Service recovery
21
Dienstleistungssektor
16
Service industry
16
Emotion
14
Gastronomie
10
USA
9
United States
9
Gastgewerbe
7
Hospitality industry
7
Hotel industry
7
Hotellerie
7
Viral marketing
6
Virales Marketing
6
China
5
Justice
5
Service recovery performance
5
Brand image
4
Brand management
4
Customer integration
4
Hospital
4
Krankenhaus
4
Kundenintegration
4
Markenimage
4
Mobile communications
4
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6
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Article
16
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16
Aufsatz in Zeitschrift
16
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English
16
Author
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Jang, Soocheong
4
MacQuilken, Lisa
2
Sreejesh, S.
2
Cheng, Simone
1
Choi, Soo Keun
1
DeMeyer, Christine F.
1
Grégoire, Yany
1
Guchait, Priyanko
1
Ha, Jooyeon
1
Huey Chern Boo
1
Johnen, Marius
1
Khamitov, Mansur
1
Khoo-Lattimore, Catheryn
1
Kim, Jong-hyeong
1
Kwon, SoYeon
1
Lam, Terry
1
Lee, Jin-soon
1
Manu C
1
Mattila, Anna S.
1
McDonald, Heath
1
Namkung, Young
1
Pan, Steve
1
Paul, Justin
1
Petzer, Daniel J.
1
Poh Theng Loo
1
Robertson, Nichola
1
Sarkar, Abhigyan
1
Sarkar, Juhi Gahlot
1
Schnittka, Oliver
1
Suri, Anshu
1
Svari, Sander
1
Svensson, Göran
1
Tsai, Henry
1
Vocino, Andrea
1
Wang, Xingyu
1
Yang, Wan
1
Yao, Sheng
1
Yu, Heyao
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
Journal of retailing and consumer services
12
Journal of hospitality marketing & management
11
Journal of business research : JBR
10
Service business
4
The journal of services marketing
4
International journal of contemporary hospitality management
3
Journal of business ethics : JOBE
3
Managing service quality : MSQ ; an international journal
3
The service industries journal
3
Tourism management : research, policies, practice
3
Asia Pacific journal of marketing and logistics
2
Asia-Pacific journal of business administration
2
Cogent business & management
2
European journal of marketing : EJM
2
International journal of physical distribution and logistics management
2
Journal of hospitality & tourism research : JHTR ; the professional journal of the Council on Hotel, Restaurant, and Institutional Education
2
Journal of strategic marketing
2
Journal of travel and tourism marketing
2
Psychology & marketing
2
Quality management journal : QMJ
2
Services marketing quarterly
2
Administrative Sciences : open access journal
1
Brand, Label, and Product Intelligence : Second International Conference, COBLI 2021
1
Business horizons
1
Chinese management studies : CMS
1
Colombo business journal : international journal of theory & practice
1
Cornell hospitality quarterly : CQ
1
Die Betriebswirtschaft : DBW
1
European journal of international management : EJIM
1
Gabler Edition Wissenschaft / Innovatives Markenmanagement
1
Gabler Edition Wissenschaft : Focus Dienstleistungsmarketing
1
Gabler Research
1
Global business review
1
Harmony versus conflict in Asian business : managing in a turbulent era
1
Ilmenauer Schriften zur Betriebswirtschaftslehre
1
International journal of business governance and ethics : IJBGE
1
International journal of consumer studies
1
International journal of economics and business research
1
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ECONIS (ZBW)
16
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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
Effectiveness of error management training in the hospitality industry : impact on perceived fairness and service recovery performance
Yao, Sheng
;
Wang, Xingyu
;
Yu, Heyao
;
Guchait, Priyanko
- In:
International journal of hospitality management
79
(
2019
),
pp. 78-88
Persistent link: https://www.econbiz.de/10012012973
Saved in:
6
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:
7
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:
8
Perceived justice in South African airline and hospital industries : measurement model
DeMeyer, Christine F.
;
Petzer, Daniel J.
;
Svari, Sander
; …
- In:
International journal of quality and service sciences
5
(
2013
)
2
,
pp. 120-139
Persistent link: https://www.econbiz.de/10009768462
Saved in:
9
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:
10
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:
1
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