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~isPartOf:"European management journal"
~isPartOf:"Journal of consumer marketing"
~isPartOf:"Journal of hospitality & tourism research : JHTR ; the professional journal of the Council on Hotel, Restaurant, and Institutional Education"
~isPartOf:"Journal of hospitality marketing & management"
~isPartOf:"Journal of marketing management : MM"
~isPartOf:"The service industries journal"
~subject:"Complaint management"
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Complaint management
Emotion
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Cai, Ruiying
2
Awasthi, Ashwini K.
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Baker, Melissa A.
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Basgoze, Pinar
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Varela Neira, Concepción
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European management journal
Journal of consumer marketing
Journal of hospitality & tourism research : JHTR ; the professional journal of the Council on Hotel, Restaurant, and Institutional Education
Journal of hospitality marketing & management
Journal of marketing management : MM
The service industries journal
Journal of business research : JBR
11
International journal of hospitality management
10
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6
Psychology & marketing
6
European journal of marketing : EJM
4
International journal of contemporary hospitality management
4
Journal of retailing and consumer services
4
Service business
4
The journal of services marketing
4
International journal of quality and service sciences
3
Journal of Asian finance, economics and business : JAFEB
2
Journal of business ethics : JOBE
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Journal of consumer behaviour : an international research review
2
Journal of retailing
2
Tourism management perspectives : TMP
2
Vision : the journal of business perspective
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1
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1
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Delivering value in turbulent times : AMA Summer Educators' Conference 2011 ; AMA educators' proceedings Volume 22 ; San Francisco, California, USA, 5 - 7 August 2011
1
Electronic markets : EM ; the international journal of electronic commerce and business media
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Information & management : the internat. journal of management processes and systems ; journal of IFIP Users Group
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International journal of advertising : the quarterly review of marketing communications
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International journal of services and operations management
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Journal of consumer research : JCR ; an interdisciplinary bimonthly
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ECONIS (ZBW)
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1
How do Machiavellianism, narcissism and psychopathy tendencies influence consumer avoidance and revenge-seeking following a service failure?
Hancock, Tyler
;
Waites, Stacie F.
;
Johnson, Catherine M.
; …
- In:
Journal of consumer marketing
40
(
2023
)
6
,
pp. 721-733
Persistent link: https://www.econbiz.de/10014332331
Saved in:
2
Behavioural consequences of verbally expressed and unexpressed customer rage emotions
Awasthi, Ashwini K.
;
Kumar, Vineet
- In:
Journal of consumer marketing
39
(
2022
)
1
,
pp. 133-144
Persistent link: https://www.econbiz.de/10013165322
Saved in:
3
The effects of intragroup guanxi interaction on customers' intentions to complain
Xu, Xing'an
;
Chi, Christina Geng-Qing
;
Cai, Ruiying
;
Pan, Li
- In:
Journal of hospitality & tourism research : JHTR ; the …
46
(
2022
)
7
,
pp. 1411-1435
Persistent link: https://www.econbiz.de/10013387411
Saved in:
4
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:
5
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:
6
Other customer service failures : emotions, impacts, and attributions
Baker, Melissa A.
;
Kim, Kawon Kathy
- In:
Journal of hospitality & tourism research : JHTR ; the …
42
(
2018
)
7
,
pp. 1067-1085
Persistent link: https://www.econbiz.de/10011922297
Saved in:
7
Pre-recovery emotions and satisfaction : a moderated mediation model of service recovery and reputation in the banking sector
Ozkan-Tektas, Oznur
;
Basgoze, Pinar
- In:
European management journal
35
(
2017
)
3
,
pp. 388-395
Persistent link: https://www.econbiz.de/10011720587
Saved in:
8
Preconsumption mood, causal explanations, and postrecovery reactions
Yang, Wan
;
Hanks, Lydia
- In:
Journal of hospitality marketing & management
25
(
2016
)
1/2
,
pp. 69-90
Persistent link: https://www.econbiz.de/10011453969
Saved in:
9
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:
10
Illegitimate customer complaining behavior in hospitality service encouters : a frontline employee perspecitve
Huang, Zhuowei
;
Miao, Li
- In:
Journal of hospitality & tourism research : JHTR ; the …
40
(
2016
)
6
,
pp. 655-684
Persistent link: https://www.econbiz.de/10011559797
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