//--> //--> //--> //-->
Toggle navigation
Logout
Change account settings
EN
DE
ES
FR
A-Z
Beta
About EconBiz
News
Thesaurus (STW)
Research Skills
Help
EN
DE
ES
FR
My account
Logout
Change account settings
Login
Publications
Events
Your search terms
Search
Retain my current filters
~isPartOf:"Handbuch Hospitality Management : Managementkonzepte, Wettbewerbskontext, Unternehmenspraxis"
~isPartOf:"International journal of hospitality management"
~isPartOf:"International journal of production economics"
~subject:"Hotel industry"
~subject:"Hotellerie"
~subject:"Virales Marketing"
Search options
All Fields
Title
Exact title
Subject
Author
Institution
ISBN/ISSN
Published in...
Publisher
Open Access only
Advanced
Search history
My EconBiz
Favorites
Loans
Reservations
Fines
You are here:
Home
Search: subject_exact:"Customer complaints"
Narrow search
Delete all filters
| 6 applied filters
Year of publication
From:
To:
Subject
All
Hotel industry
Hotellerie
Virales Marketing
Beschwerdemanagement
64
Complaint management
64
Dienstleistungsqualität
47
Service quality
47
Customer satisfaction
35
Kundenzufriedenheit
35
Beziehungsmarketing
32
Relationship marketing
32
Consumer behaviour
27
Konsumentenverhalten
27
Customer service
16
Kundenservice
16
Service failure
16
Service recovery
13
Dienstleistungssektor
10
Emotion
10
Gastronomie
10
Restaurant industry
10
Service industry
10
Gastgewerbe
7
Hospitality industry
7
USA
7
United States
7
China
5
Service recovery performance
5
Gerechtigkeit
4
Justice
4
Viral marketing
4
Airbnb
3
Hospital
3
Krankenhaus
3
Mobile communications
3
Mobilkommunikation
3
Online retailing
3
Online reviews
3
Online-Handel
3
Scenario analysis
3
more ...
less ...
Online availability
All
Undetermined
6
Type of publication
All
Article
12
Type of publication (narrower categories)
All
Article in journal
11
Aufsatz in Zeitschrift
11
Aufsatz im Buch
1
Book section
1
Language
All
English
11
German
1
Author
All
Magnini, Vincent P.
2
Ali, Faizan
1
Andajigarmaroudi, Saeed
1
Assaf, A. Georges
1
Baker, Melissa A.
1
Chen, Jing
1
Cvelbar, Ljubica Knežević
1
El-Manstrly, Dahlia
1
Golmohammadi, Alireza
1
Guo, Xiaoshu
1
Jahandideh, Behrouz
1
Jeschke, Kurt
1
Josiassen, Alexander
1
Jung, Jae Min
1
Karande, Kiran
1
Lai, Pei-Chun
1
Law, Chun Hung Roberts
1
Liang, Sai
1
Line, Nathaniel D.
1
Lu, Lu
1
Mattila, Anna S.
1
Meng, Fang
1
Min, Kyeong Sam
1
Mody, Makarand Amrish
1
O'Gorman, Kevin D.
1
Perdue, Richard R.
1
Ryu, Kisang
1
Sann, Raksmey
1
Sun, Miao
1
Taheri, Babak
1
Tian, Ye
1
Woo, Linda
1
Yan, Yufei
1
Yang, Wan
1
Ye, Qiang
1
Zhang, Yan
1
more ...
less ...
Published in...
All
Handbuch Hospitality Management : Managementkonzepte, Wettbewerbskontext, Unternehmenspraxis
International journal of hospitality management
International journal of production economics
Journal of business research : JBR
12
Journal of hospitality marketing & management
11
Journal of retailing and consumer services
8
International journal of contemporary hospitality management
7
Journal of hospitality & tourism research : JHTR ; the professional journal of the Council on Hotel, Restaurant, and Institutional Education
4
European journal of marketing : EJM
3
Service business
3
The journal of services marketing
3
Tourism management : research, policies, practice
3
Business horizons
2
Journal of relationship marketing : innovations and enhancements for customer service, relations, and satisfaction
2
Journal of service research : JSR
2
Journal of strategic marketing
2
Journal of travel and tourism marketing
2
Journal of vacation marketing : an international journal
2
Psychology & marketing
2
The service industries journal
2
Tourism management perspectives : TMP
2
Aktuelle Entwicklungen im Dienstleistungsmarketing
1
Bringing the Soul Back to Marketing : Proceedings of the 2023 AMS World Marketing Congress, Canterbury, UK, July 11-14, 2023
1
Cogent business & management
1
Enlightening tourism : ET ; a pathmaking journal
1
Global business and finance review
1
Human systems management : HSM
1
Industrial marketing management : the international journal for industrial and high-tech firms
1
International journal of advertising : the quarterly review of marketing communications
1
International journal of bank marketing
1
International journal of business and economics
1
International journal of consumer studies
1
International journal of electronic commerce : IJEC
1
International journal of innovation science
1
International journal of management practice : IJMP
1
International journal of market research : JMRS ; the journal of the Market Research Society
1
International journal of physical distribution and logistics management
1
International journal of quality and service sciences
1
International journal of services and operations management
1
International journal of services and standards
1
more ...
less ...
Source
All
ECONIS (ZBW)
12
Showing
1
-
10
of
12
Sort
relevance
articles prioritized
date (newest first)
date (oldest first)
1
Power of apologetic responses in online travel community
Guo, Xiaoshu
;
Ye, Qiang
;
Law, Chun Hung Roberts
;
Liang, Sai
- In:
International journal of hospitality management
103
(
2022
),
pp. 1-13
Persistent link: https://www.econbiz.de/10013209274
Saved in:
2
The impact of online reviews in the presence of customer returns
Sun, Miao
;
Chen, Jing
;
Tian, Ye
;
Yan, Yufei
- In:
International journal of production economics
232
(
2021
),
pp. 1-13
Persistent link: https://www.econbiz.de/10012495550
Saved in:
3
Severe service failures and online vindictive word of mouth : the effect of coping strategies
El-Manstrly, Dahlia
;
Ali, Faizan
;
Line, Nathaniel D.
- In:
International journal of hospitality management
95
(
2021
),
pp. 1-8
Persistent link: https://www.econbiz.de/10012547720
Saved in:
4
Listen to their heart : why does active listening enhance customer satisfaction after a service failure?
Min, Kyeong Sam
;
Jung, Jae Min
;
Ryu, Kisang
- In:
International journal of hospitality management
96
(
2021
),
pp. 1-10
Persistent link: https://www.econbiz.de/10012585697
Saved in:
5
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:
6
Understanding homophily of service failure within the hotel guest cycle : applying NLP-aspect-based sentiment analysis to the hospitality industry
Sann, Raksmey
;
Lai, Pei-Chun
- In:
International journal of hospitality management
91
(
2020
),
pp. 1-13
Persistent link: https://www.econbiz.de/10012389792
Saved in:
7
The effects of customer voice on hotel performance
Assaf, A. Georges
;
Josiassen, Alexander
;
Cvelbar, …
- In:
International journal of hospitality management
44
(
2015
),
pp. 77-83
Persistent link: https://www.econbiz.de/10010501234
Saved in:
8
Cross-cultural comparison of Chinese and Arab consumer complaint behavior in the hotel context
Jahandideh, Behrouz
;
Golmohammadi, Alireza
;
Meng, Fang
; …
- In:
International journal of hospitality management
41
(
2014
),
pp. 67-76
Persistent link: https://www.econbiz.de/10010403087
Saved in:
9
The role of tie strength on consumer dissatisfaction responses
Yang, Wan
;
Mattila, Anna S.
- In:
International journal of hospitality management
31
(
2012
)
2
,
pp. 399-404
Persistent link: https://www.econbiz.de/10009503304
Saved in:
10
Opportunistic customer complaining : causes, consequences, and managerial alternatives
Baker, Melissa A.
;
Magnini, Vincent P.
;
Perdue, Richard R.
- In:
International journal of hospitality management
31
(
2012
)
1
,
pp. 295-303
Persistent link: https://www.econbiz.de/10009406128
Saved in:
1
2
Next
Last
Results per page
10
25
50
100
250
A service of the
zbw
×
Loading...
//-->