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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:"Markenführung"
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Markenführung
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
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Gastronomie
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Restaurant industry
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USA
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United States
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Hospitality industry
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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
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Brand image
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Brand management
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Sreejesh, S.
2
Grégoire, Yany
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Johnen, Marius
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Khamitov, Mansur
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Manu C
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Paul, Justin
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Sarkar, Abhigyan
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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 business research : JBR
7
Journal of retailing and consumer services
3
Asia-Pacific journal of business administration
1
Business horizons
1
Gabler Edition Wissenschaft / Innovatives Markenmanagement
1
International marketing review
1
Inventi impact: retailing & consumer services
1
Journal of advertising research
1
Journal of consumer marketing
1
Journal of financial services marketing
1
Journal of financial services marketing : JFSM
1
Journal of hospitality marketing & management
1
Journal of marketing management : MM
1
Journal of retailing
1
Journal of service research
1
Journal of service theory and practice
1
The Lahore journal of business
1
The art of digital marketing for fashion and luxury brands : market spaces and marketplaces
1
The journal of product & brand management
1
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ECONIS (ZBW)
4
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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
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:
3
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:
4
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:
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