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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:"Journal of business research : JBR"
~isPartOf:"Journal of the Academy of Marketing Science"
~isPartOf:"SpringerLink / Bücher"
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Search: subject_exact:"Customer complaints"
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Beschwerdemanagement
173
Complaint management
173
Dienstleistungsqualität
108
Service quality
108
Customer satisfaction
95
Kundenzufriedenheit
95
Beziehungsmarketing
86
Relationship marketing
86
Consumer behaviour
72
Konsumentenverhalten
72
Service failure
44
Customer service
39
Kundenservice
39
Service recovery
38
Emotion
22
Dienstleistungssektor
19
Service industry
18
Viral marketing
17
Virales Marketing
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Brand management
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Kundenmanagement
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Markenführung
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Reklamation
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USA
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United States
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Customer integration
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Gastronomie
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Restaurant industry
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Brand image
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Gerechtigkeit
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Justice
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Kundenintegration
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Markenimage
9
Online retailing
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Online-Handel
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Satisfaction
8
Gastgewerbe
7
Hospitality industry
7
Hotel industry
7
Hotellerie
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Grégoire, Yany
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Guchait, Priyanko
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Jang, Soocheong
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Mattila, Anna S.
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Chebat, Jean-Charles
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Balaji, M. S.
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Becker, Uwe
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Niefind, Fred
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Ratajczak, Oliver
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Ro, Heejung
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Sénécal, Sylvain
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Taheri, Babak
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Wiegran, Andreas
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Ali, Faizan
2
Baker, Melissa A.
2
Baker, Thomas L.
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Cai, Ruiying
2
Chen, Jing
2
Eder, Astrid
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El-Manstrly, Dahlia
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Gelbrich, Katja
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Gäthke, Jana
2
Hogreve, Jens
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Huang, Minxue
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Huey Chern Boo
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Hutzinger, Clemens
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Lu, Lu
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Erfolgreiches Beschwerdemanagement : Wege zu Prozessverbesserungen und Kundenzufriedenheit
International journal of hospitality management
International journal of production economics
Journal of business research : JBR
Journal of the Academy of Marketing Science
SpringerLink / Bücher
Journal of retailing and consumer services
43
The journal of services marketing
43
Journal of hospitality marketing & management
31
Journal of service research : JSR
31
The service industries journal
27
International journal of contemporary hospitality management
20
Service business
20
Psychology & marketing
16
European journal of marketing : EJM
15
Journal of retailing
15
Journal of service management
14
Managing service quality : MSQ ; an international journal
14
Journal of hospitality & tourism research : JHTR ; the professional journal of the Council on Hotel, Restaurant, and Institutional Education
13
Services marketing quarterly
13
Journal of air transport management
12
Journal of consumer behaviour : an international research review
12
Journal of marketing
12
Marketing letters : a journal of research in marketing
12
International journal of consumer studies
11
Journal of service research
11
Journal of marketing management : MM
10
International journal of quality and service sciences
9
Journal of service theory and practice
9
Journal of service theory and practice : JSTP
9
Asia Pacific journal of marketing and logistics
8
Business horizons
8
Ilmenauer Schriften zur Betriebswirtschaftslehre
8
Journal of strategic marketing
8
Journal of travel and tourism marketing
8
Tourism management : research, policies, practice
8
Marketing intelligence & planning
7
Reihe: Wissenschaftliche Arbeitspapiere / W / Institut für Marktorientierte Unternehmensführung, Universität Mannheim
7
Total quality management & business excellence : an official journal of the European Society for Organisational Excellence
7
Cogent business & management
6
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ECONIS (ZBW)
173
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1
Customers' intention to compliment and complain via AI-enabled platforms : a self-disclosure perspective
Cai, Ruiying
;
Wang, Yao-Chin
;
Sun, Jie
- In:
International journal of hospitality management
116
(
2024
),
pp. 1-12
Persistent link: https://www.econbiz.de/10014457799
Saved in:
2
Would you forgive me? : from perceived justice and complaint handling to customer forgiveness and brand credibility-symmetrical and asymmetrical perspectives
Ali, Faizan
;
El-Manstrly, Dahlia
;
Ghazanfar Ali Abbasi
- In:
Journal of business research : JBR
166
(
2023
),
pp. 1-15
Persistent link: https://www.econbiz.de/10014368203
Saved in:
3
Coping, rumination, and electronic word-of-mouth : segmenting consumer responses to service failure via fuzzy clustering
Gonnon, Martin
;
Taheri, Babak
;
Disegna, Marta
;
Prayag, …
- In:
Journal of business research : JBR
166
(
2023
),
pp. 1-15
Persistent link: https://www.econbiz.de/10014380316
Saved in:
4
A time(ly) perspective of the service recovery paradox : how organizational learning moderates follow-up recovery effects
Lunardo, Renaud
;
Cusin, Julien
;
Flacandji, Michaël
- In:
Journal of business research : JBR
166
(
2023
),
pp. 1-14
Persistent link: https://www.econbiz.de/10014380317
Saved in:
5
Mitigating immediate and lagged effects of customer mistreatment on service failure and sabotage : critical roles of service recovery behaviors
Wang, I-An
;
Chen, Pei-Chi
;
Chi, Nai-Wen
- In:
Journal of business research : JBR
154
(
2023
),
pp. 1-17
Persistent link: https://www.econbiz.de/10013468630
Saved in:
6
Service failures in times of crisis : an analysis of eWOM emotionality
Gerrath, Maximilian H. E. E.
;
Mafael, Alexander
; …
- In:
Journal of business research : JBR
154
(
2023
),
pp. 1-12
Persistent link: https://www.econbiz.de/10013468762
Saved in:
7
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:
8
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:
9
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:
10
Can beauty save service failures? : the role of recovery employees' physical attractiveness in the tourism industry
Li, Yaoqi
;
Zhang, Chun
;
Fang, Shujie
- In:
Journal of business research : JBR
141
(
2022
),
pp. 100-110
Persistent link: https://www.econbiz.de/10013167959
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