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~isPartOf:"European journal of marketing : EJM"
~isPartOf:"Journal of hospitality marketing & management"
~subject:"Beschwerdemanagement"
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Search: "Customer relationship management"
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Beschwerdemanagement
Beziehungsmarketing
209
Relationship marketing
209
Consumer behaviour
122
Konsumentenverhalten
122
Customer satisfaction
87
Kundenzufriedenheit
87
Dienstleistungsqualität
69
Service quality
69
Brand management
42
Markenführung
42
Hotel industry
39
Hotellerie
39
Brand image
35
Markenimage
35
Brand
23
Markenartikel
23
Gastronomie
22
Restaurant industry
22
Viral marketing
21
Virales Marketing
21
Confidence
20
Vertrauen
20
Marketing management
19
Marketingmanagement
19
Complaint management
17
Emotion
15
Social Web
15
Social web
15
customer loyalty
14
loyalty
14
Personality psychology
13
Persönlichkeitspsychologie
13
Brand loyalty
12
Gastgewerbe
12
Hospitality industry
12
Kundenbindungsprogramm
12
Loyalty program
12
Customer integration
11
Customer service
11
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English
17
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Mattila, Anna S.
2
Ashkanasy, Neal M.
1
Baker, Melissa A.
1
Bustin, Adi
1
Cai, Ruiying
1
Choi, Beom Joon
1
Choi, Beom-jin
1
Dagger, Tracey S.
1
Ekiz, Erdogan H.
1
Ghahramani, Ladan
1
Hartmans, Susanna
1
Huey Chern Boo
1
Hwang, Yoo Hee
1
Israeli, Aviad
1
Israeli, Aviad A.
1
Karpinski, Aryn C.
1
Khalilzadeh, Jalayer
1
Khoo-Lattimore, Catheryn
1
Kim, Eojina
1
Kim, Kyungmin
1
Kim, Youngsun Sean
1
Lee, Chung Hun
1
Lee, Seonjeong
1
Ma, Junzhao
1
McColl-Kennedy, Janet R.
1
Momayez, Ayatollah
1
Mostafa Rasoolimanesh, S.
1
Nguyen, Doan T.
1
Palmeira, Mauricio
1
Poh Theng Loo
1
Presi, Caterina
1
Qu, Hailin
1
Rahmani, Atousa Kamangar
1
Rasouli, Nasrin
1
Ro, Heejung
1
Russell-Bennett, Rebekah
1
Saridakis, Charalampos
1
Sharifi, Seyed Shahin
1
Silber, Ilan
1
Spassova, Gerri
1
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European journal of marketing : EJM
Journal of hospitality marketing & management
Journal of business research : JBR
38
Journal of retailing and consumer services
26
International journal of hospitality management
25
The journal of services marketing
19
The service industries journal
14
SpringerLink / Bücher
12
International journal of contemporary hospitality management
11
Journal of service research : JSR
11
Service business
10
Services marketing quarterly
9
Journal of service research
8
Journal of the Academy of Marketing Science
8
Journal of marketing
7
Marketing letters : a journal of research in marketing
7
Business horizons
6
International journal of production economics
6
Journal of retailing
6
Psychology & marketing
6
Tourism management : research, policies, practice
6
Journal of consumer marketing
5
Journal of hospitality & tourism research : JHTR ; the professional journal of the Council on Hotel, Restaurant, and Institutional Education
5
Journal of marketing management : MM
5
Journal of travel and tourism marketing
5
Managing service quality : MSQ ; an international journal
5
Marketing intelligence & planning
5
Reihe: Wissenschaftliche Arbeitspapiere / W / Institut für Marktorientierte Unternehmensführung, Universität Mannheim
5
Asia-Pacific journal of business administration
4
Cogent business & management
4
Gabler Edition Wissenschaft
4
International journal of business and economics
4
International journal of consumer studies
4
International journal of quality and service sciences
4
International journal of services and operations management
4
Journal of service management
4
Journal of service theory and practice
4
Journal of strategic marketing
4
Springer eBook Collection / Business and Economics
4
Total quality management & business excellence
4
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ECONIS (ZBW)
17
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17
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1
Effects of customer forgiveness on brand betrayal and brand hate in restaurant service failures : does apology letter matter?
Rasouli, Nasrin
;
Mostafa Rasoolimanesh, S.
;
Rahmani, …
- In:
Journal of hospitality marketing & management
31
(
2022
)
6
,
pp. 662-687
Persistent link: https://www.econbiz.de/10013327881
Saved in:
2
Customers' reactions to other customer caused service failures : the effects of tie strength on customer loyalty
Kim, Youngsun Sean
;
Baker, Melissa A.
- In:
Journal of hospitality marketing & management
29
(
2020
)
6
,
pp. 682-701
Persistent link: https://www.econbiz.de/10012256164
Saved in:
3
The impact of customer compassion on face-to-face and online complaints
Hwang, Yoo Hee
;
Mattila, Anna S.
- In:
Journal of hospitality marketing & management
29
(
2020
)
7
,
pp. 848-868
Persistent link: https://www.econbiz.de/10012312156
Saved in:
4
Customers' perceived justice, emotions, direct and indirect reactions to service recovery : moderating effects of recovery efforts
Cai, Ruiying
;
Qu, Hailin
- In:
Journal of hospitality marketing & management
27
(
2018
)
3
,
pp. 323-345
Persistent link: https://www.econbiz.de/10011880415
Saved in:
5
From "hypercritics" to "happy campers" : who complains the most in fine dining restaurants?
Khalilzadeh, Jalayer
;
Ghahramani, Ladan
;
Tabari, Saloomeh
- In:
Journal of hospitality marketing & management
26
(
2017
)
5
,
pp. 451-473
Persistent link: https://www.econbiz.de/10011753984
Saved in:
6
Investigating the dynamics and the content of customers' social media reporting after a restaurant service failure
Israeli, Aviad A.
;
Lee, Seonjeong
;
Karpinski, Aryn C.
- In:
Journal of hospitality marketing & management
26
(
2017
)
6
,
pp. 606-626
Persistent link: https://www.econbiz.de/10011754048
Saved in:
7
The impact of service failure and recovery on target and observing customers : a comparative study
Sharifi, Seyed Shahin
;
Palmeira, Mauricio
;
Ma, Junzhao
; …
- In:
Journal of hospitality marketing & management
26
(
2017
)
8
,
pp. 889-910
Persistent link: https://www.econbiz.de/10011784161
Saved in:
8
Rectifying failure of service : how customer perceptions of justice affect their emotional reponse and social media testimonial
Kim, Eojina
;
Tang, Liang
- In:
Journal of hospitality marketing & management
25
(
2016
)
7/8
,
pp. 897-924
Persistent link: https://www.econbiz.de/10011621365
Saved in:
9
Customer dissatisfaction responses to restaurant service failures : insights into noncomplainers from a relational perspective
Ro, Heejung
- In:
Journal of hospitality marketing & management
24
(
2015
)
3/4
,
pp. 435-456
Persistent link: https://www.econbiz.de/10011292830
Saved in:
10
User-generated content behaviour of the dissatisfied service customer
Presi, Caterina
;
Saridakis, Charalampos
;
Hartmans, Susanna
- In:
European journal of marketing : EJM
48
(
2014
)
9/10
,
pp. 1600-1625
Persistent link: https://www.econbiz.de/10010429786
Saved in:
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