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~isPartOf:"Erfolgreiches Beschwerdemanagement : Wege zu Prozessverbesserungen und Kundenzufriedenheit"
~isPartOf:"International journal of production economics"
~isPartOf:"International journal of quality and service sciences"
~isPartOf:"Journal of retailing and consumer services"
~isPartOf:"Journal of the Academy of Marketing Science"
~isPartOf:"Journal of travel and tourism marketing"
~subject:"China"
~subject:"Markenführung"
~subject:"Restaurant industry"
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Search: subject_exact:"Customer complaints"
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China
Markenführung
Restaurant industry
Beschwerdemanagement
97
Complaint management
97
Dienstleistungsqualität
69
Service quality
69
Customer satisfaction
57
Kundenzufriedenheit
57
Beziehungsmarketing
52
Relationship marketing
52
Consumer behaviour
38
Konsumentenverhalten
38
Service failure
26
Service recovery
25
Customer service
24
Kundenservice
24
Viral marketing
12
Virales Marketing
12
Dienstleistungssektor
11
Justice
11
Service industry
11
Gerechtigkeit
10
Emotion
8
Mobile communications
8
Mobilkommunikation
8
Brand image
7
Markenimage
7
USA
7
United States
7
Brand management
6
Online retailing
6
Online-Handel
6
Satisfaction
6
Customer integration
5
Kundenintegration
5
Airline
4
E-commerce
4
Einzelhandel
4
Electronic Commerce
4
Ethiopia
4
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10
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Suri, Anshu
2
Astvansh, Vivek
1
Bougoure, Ursula Sigrid
1
Chen, Joseph S.
1
Cheng, Peng
1
Cioppi, Marco
1
Curina, Ilaria
1
Damavandi, Hoorsana
1
Fazal-e-Hasan, Syed
1
Francioni, Barbara
1
Grégoire, Yany
1
Hegner, Sabrina
1
Hsu, Cathy H. C.
1
Johnen, Marius
1
Khamitov, Mansur
1
Khan, Mahmood A.
1
Kim, Jong-hyeong
1
Le, Hoang T. P. M.
1
Lee, Kyuho
1
Lee, Sangwoo
1
Liu, Yang
1
Mortimer, Gary
1
Ouyang, Zhe
1
Park, Jungkun
1
Russell-Bennett, Rebekah
1
Schnittka, Oliver
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Erfolgreiches Beschwerdemanagement : Wege zu Prozessverbesserungen und Kundenzufriedenheit
International journal of production economics
International journal of quality and service sciences
Journal of retailing and consumer services
Journal of the Academy of Marketing Science
Journal of travel and tourism marketing
International journal of hospitality management
16
Journal of hospitality marketing & management
9
Journal of business research : JBR
8
International journal of contemporary hospitality management
6
Journal of hospitality & tourism research : JHTR ; the professional journal of the Council on Hotel, Restaurant, and Institutional Education
3
Nankai business review international
3
Asia-Pacific journal of business administration
2
Journal of air transport management
2
Journal of service research : JSR
2
Quality management journal : QMJ
2
Services marketing quarterly
2
The journal of services marketing
2
The service industries journal
2
Administrative Sciences : open access journal
1
Asia Pacific journal of marketing and logistics
1
Business horizons
1
China economic journal : the official journal of the China Center for Economic Research (CCER) at Peking University
1
Chinese management studies : CMS
1
Cornell hospitality quarterly : CQ
1
Gabler Edition Wissenschaft / Innovatives Markenmanagement
1
Gabler Edition Wissenschaft : Focus Dienstleistungsmarketing
1
Harmony versus conflict in Asian business : managing in a turbulent era
1
International marketing review
1
Inventi impact: retailing & consumer services
1
Journal of African business
1
Journal of advertising research
1
Journal of business ethics : JOBE
1
Journal of consumer behaviour : an international research review
1
Journal of consumer marketing
1
Journal of financial services marketing
1
Journal of financial services marketing : JFSM
1
Journal of hospitality and tourism insights
1
Journal of international marketing
1
Journal of marketing management : MM
1
Journal of retailing
1
Journal of service research
1
Journal of service theory and practice
1
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ECONIS (ZBW)
10
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10
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date (oldest first)
1
Brand warmth elicits feedback, not complaints
Astvansh, Vivek
;
Suri, Anshu
;
Damavandi, Hoorsana
- In:
Journal of the Academy of Marketing Science
52
(
2024
)
4
,
pp. 1107-1129
Persistent link: https://www.econbiz.de/10015048132
Saved in:
2
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:
3
How trust mediate the effects of perceived justice on loyalty : a study in the context of automotive recall in China
Liu, Yang
;
Cheng, Peng
;
Ouyang, Zhe
- In:
Journal of retailing and consumer services
58
(
2021
),
pp. 1-10
Persistent link: https://www.econbiz.de/10012431630
Saved in:
4
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:
5
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:
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 impact of service failure on brand credibility
Bougoure, Ursula Sigrid
;
Russell-Bennett, Rebekah
; …
- In:
Journal of retailing and consumer services
31
(
2016
),
pp. 62-71
Persistent link: https://www.econbiz.de/10011528525
Saved in:
8
Same but different : Chinese-American and Mainland Chinese consumers’ perceptions of and behavior in a service failure situation
Weber, Karin
;
Hsu, Cathy H. C.
;
Sparks, Beverley
- In:
Journal of travel and tourism marketing
33
(
2016
)
4/6
,
pp. 471-496
Persistent link: https://www.econbiz.de/10011517125
Saved in:
9
Exploring the impacts of service guarantee strategy
Lee, Kyuho
;
Khan, Mahmood A.
- In:
Journal of travel and tourism marketing
29
(
2012
)
1/2
,
pp. 133-146
Persistent link: https://www.econbiz.de/10009537257
Saved in:
10
The effects of situational and personal characteristics on consumer complaint behavior in restaurant services
Kim, Jong-hyeong
;
Chen, Joseph S.
- In:
Journal of travel and tourism marketing
27
(
2010
)
1
,
pp. 96-112
Persistent link: https://www.econbiz.de/10003963341
Saved in:
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