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~isPartOf:"Handbuch Hospitality Management : Managementkonzepte, Wettbewerbskontext, Unternehmenspraxis"
~isPartOf:"International journal of hospitality management"
~subject:"Hotel industry"
~subject:"Hotellerie"
~subject:"Service failure"
~subject:"Virales Marketing"
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Hotel industry
Hotellerie
Service failure
Virales Marketing
Beschwerdemanagement
56
Complaint management
56
Dienstleistungsqualität
44
Service quality
44
Customer satisfaction
33
Kundenzufriedenheit
33
Beziehungsmarketing
26
Relationship marketing
26
Consumer behaviour
24
Konsumentenverhalten
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Customer service
14
Kundenservice
14
Service recovery
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Emotion
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Gastronomie
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Gastgewerbe
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Mattila, Anna S.
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Magnini, Vincent P.
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So, Kevin Kam Fung
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1
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Handbuch Hospitality Management : Managementkonzepte, Wettbewerbskontext, Unternehmenspraxis
International journal of hospitality management
Journal of business research : JBR
29
Journal of retailing and consumer services
20
Journal of hospitality marketing & management
13
The journal of services marketing
10
International journal of contemporary hospitality management
9
Journal of the Academy of Marketing Science
7
International journal of quality and service sciences
5
Journal of service theory and practice
5
Marketing letters : a journal of research in marketing
5
European journal of marketing : EJM
4
Journal of hospitality & tourism research : JHTR ; the professional journal of the Council on Hotel, Restaurant, and Institutional Education
4
Service business
4
The service industries journal
4
Tourism management : research, policies, practice
4
Business horizons
3
Electronic markets : EM ; the international journal of electronic commerce and business media
3
Journal of consumer marketing
3
Journal of service management
3
Journal of service theory and practice : JSTP
3
Journal of strategic marketing
3
Journal of travel and tourism marketing
3
Tourism management perspectives : TMP
3
Asia Pacific journal of marketing and logistics
2
Industrial marketing management : the international journal for industrial and high-tech firms
2
Journal of air transport management
2
Journal of global marketing
2
Journal of relationship marketing : innovations and enhancements for customer service, relations, and satisfaction
2
Journal of service research : JSR
2
Journal of vacation marketing : an international journal
2
Managing service quality : MSQ ; an international journal
2
Marketing intelligence & planning
2
Psychology & marketing
2
Services marketing quarterly
2
Aktuelle Entwicklungen im Dienstleistungsmarketing
1
Australasian marketing journal
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
European business review : EBR ; the official journal of the International Management Centres, Europe
1
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1
The evolution of service failure and recovery research in hospitality and tourism : an integrative review and future research directions
Kim, Hyunsu
;
So, Kevin Kam Fung
- In:
International journal of hospitality management
111
(
2023
),
pp. 1-13
Persistent link: https://www.econbiz.de/10014310875
Saved in:
2
Disentangling the dynamics of service failure and service recovery in peer-to-peer accommodations : a triadic perspective
Kim, Hyunsu
;
So, Kevin Kam Fung
;
Mihalik, Brian J.
- In:
International journal of hospitality management
100
(
2022
),
pp. 1-12
Persistent link: https://www.econbiz.de/10013266162
Saved in:
3
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:
4
Investigating the effects of service recovery strategies on consumer forgiveness and post-trust in the food delivery sector
Gannon, Martin
;
Taheri, Babak
;
Rahimi, Roya
;
Okumus, …
- In:
International journal of hospitality management
107
(
2022
),
pp. 1-12
Persistent link: https://www.econbiz.de/10014227663
Saved in:
5
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:
6
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:
7
Voicing out or switching away? : a psychological climate perspective on customers’ intentional responses to service failure
Li, Chang-Jun
;
Li, Fuli
;
Fan, Pan
;
Chen, Kai
- In:
International journal of hospitality management
85
(
2020
),
pp. 1-13
Persistent link: https://www.econbiz.de/10012241438
Saved in:
8
What recovery options to offer for loyalty reward program members : Dollars vs. Miles?
Hwang, Yoo Hee
;
Gao, Yixing
;
Mattila, Anna S.
- In:
International journal of hospitality management
87
(
2020
),
pp. 1-7
Persistent link: https://www.econbiz.de/10012241760
Saved in:
9
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:
10
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:
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