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~isPartOf:"Erfolgreiches Beschwerdemanagement : Wege zu Prozessverbesserungen und Kundenzufriedenheit"
~isPartOf:"International journal of hospitality management"
~isPartOf:"Journal of retailing and consumer services"
~isPartOf:"Journal of the Academy of Marketing Science"
~subject:"Dienstleistungssektor"
~subject:"Markenführung"
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Search: subject_exact:"Customer complaints"
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Dienstleistungssektor
Markenführung
Beschwerdemanagement
126
Complaint management
126
Dienstleistungsqualität
96
Service quality
96
Customer satisfaction
77
Kundenzufriedenheit
77
Beziehungsmarketing
62
Relationship marketing
62
Consumer behaviour
50
Konsumentenverhalten
50
Service failure
37
Service recovery
33
Customer service
29
Kundenservice
29
Emotion
15
Justice
14
Gerechtigkeit
13
Service industry
13
USA
13
United States
13
Viral marketing
12
Virales Marketing
12
Gastronomie
10
Mobile communications
10
Mobilkommunikation
10
Restaurant industry
10
Gastgewerbe
8
Hospitality industry
8
Hotel industry
8
Hotellerie
8
Brand image
7
Brand management
7
Customer integration
7
Kundenintegration
7
Markenimage
7
Satisfaction
7
China
6
Co-creation
5
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19
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Jang, Soocheong
2
Kim, Jong-hyeong
2
Paul, Justin
2
Sreejesh, S.
2
Allen, Alexis M.
1
Andajigarmaroudi, Saeed
1
Bougoure, Ursula Sigrid
1
Brady, Michael K.
1
Chen, Nuoya
1
Cioppi, Marco
1
Curina, Ilaria
1
Dawson, Mary
1
Falk, Tomas
1
Fan, Xiucheng
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Fazal-e-Hasan, Syed
1
Francioni, Barbara
1
Grégoire, Yany
1
Guchait, Priyanko
1
Handrich, Matthias
1
Hegner, Sabrina
1
Heidenreich, Sven
1
Heijden, Gielis A. H. van der
1
Huey Chern Boo
1
Jiao, Jinfeng
1
Johnen, Marius
1
Joireman, Jeff
1
Karabas, Ismail
1
Khamitov, Mansur
1
Khoo-Lattimore, Catheryn
1
Kim, Shinhye
1
Le, Hoang T. P. M.
1
Lee, Sangwoo
1
Lu, Lu
1
Manu C
1
Mikolon, Sven
1
Mody, Makarand Amrish
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Mohanty, Smaraki
1
Mortimer, Gary
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Erfolgreiches Beschwerdemanagement : Wege zu Prozessverbesserungen und Kundenzufriedenheit
International journal of hospitality management
Journal of retailing and consumer services
Journal of the Academy of Marketing Science
Journal of business research : JBR
11
Journal of service research : JSR
4
The journal of services marketing
4
International journal of production economics
3
Asia Pacific journal of marketing and logistics
2
Fokus Dienstleistungsmarketing
2
International journal of quality and service sciences
2
Journal of hospitality marketing & management
2
Journal of relationship marketing : innovations & enhancements for customer service, relations & satisfaction
2
Journal of service theory and practice : JSTP
2
Psychology & marketing
2
SpringerLink / Bücher
2
Aktuelle Entwicklungen im Dienstleistungsmarketing
1
Asia-Pacific journal of business administration
1
Australasian marketing journal
1
Australasian marketing journal : AMJ ; official journal of the Australia-New Zealand Marketing Academy (ANZMAC)
1
Business horizons
1
Dienstleistungsqualität : Konzepte - Methoden - Erfahrungen
1
Enhancing knowledge development in marketing ; Vol. 21
1
Enlightening tourism : ET ; a pathmaking journal
1
European journal of international management : EJIM
1
European journal of marketing
1
Gabler Edition Wissenschaft / Innovatives Markenmanagement
1
Interaktionen im Dienstleistungsbereich
1
International journal of business excellence : IJBEX
1
International journal of contemporary hospitality management
1
International journal of management practice : IJMP
1
International journal of research in marketing : IJRM ; official journal of the European Marketing Academy
1
International journal of services, economics and management
1
International marketing review
1
Inventi impact: retailing & consumer services
1
Journal for global business advancement : JGBA
1
Journal of advertising research
1
Journal of air transport management
1
Journal of business & economics research
1
Journal of consumer marketing
1
Journal of financial services marketing
1
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ECONIS (ZBW)
19
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1
Emotion and trust in virtual service assistant design for effective service recovery
Le, Hoang T. P. M.
;
Park, Jungkun
;
Lee, Sangwoo
- In:
Journal of retailing and consumer services
74
(
2023
),
pp. 1-11
Persistent link: https://www.econbiz.de/10014364045
Saved in:
2
To err is human : tolerate humans instead of machines in service failure
Chen, Nuoya
;
Mohanty, Smaraki
;
Jiao, Jinfeng
;
Fan, Xiucheng
- In:
Journal of retailing and consumer services
59
(
2021
),
pp. 1-11
Persistent link: https://www.econbiz.de/10012433727
Saved in:
3
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:
4
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:
5
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:
6
Brand hate and non-repurchase intention : a service context perspective in a cross-channel setting
Curina, Ilaria
;
Francioni, Barbara
;
Hegner, Sabrina
; …
- In:
Journal of retailing and consumer services
54
(
2020
),
pp. 1-10
Persistent link: https://www.econbiz.de/10012238345
Saved in:
7
Exploring guest response towards service failure in home-sharing : service presence and consumption motivation
Lu, Lu
;
Mody, Makarand Amrish
;
Andajigarmaroudi, Saeed
- In:
International journal of hospitality management
87
(
2020
),
pp. 1-11
Persistent link: https://www.econbiz.de/10012241810
Saved in:
8
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:
9
Why and when witnessing uncivil behavior leads observers to punish frontline employees and leave the firm
Karabas, Ismail
;
Joireman, Jeff
;
Kim, Shinhye
- In:
International journal of hospitality management
82
(
2019
),
pp. 91-100
Persistent link: https://www.econbiz.de/10012121396
Saved in:
10
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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