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~isPartOf:"Ilmenauer Schriften zur Betriebswirtschaftslehre"
~isPartOf:"International journal of contemporary hospitality management"
~isPartOf:"Journal of business research : JBR"
~isPartOf:"Journal of service research : JSR"
~subject:"Beschwerdemanagement"
~subject:"Complaint management"
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Search: subject:"Customer satisfaction"
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Beschwerdemanagement
Complaint management
Customer satisfaction
528
Kundenzufriedenheit
526
Dienstleistungsqualität
281
Service quality
281
Consumer behaviour
262
Konsumentenverhalten
262
Beziehungsmarketing
235
Relationship marketing
235
Customer service
68
Kundenservice
68
Satisfaction
55
Hotel industry
51
Hotellerie
51
Emotion
46
Arbeitszufriedenheit
40
Job satisfaction
40
Dienstleistungssektor
37
Service industry
37
Viral marketing
37
Virales Marketing
37
Brand image
35
Markenimage
35
Brand management
33
Markenführung
33
Online retailing
29
Online-Handel
29
Holiday behaviour
27
USA
27
United States
27
Urlaubsverhalten
27
Gastronomie
26
Restaurant industry
26
Service recovery
26
Service failure
25
Einzelhandel
22
Lieferantenmanagement
22
Retail trade
22
Supplier relationship management
22
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51
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3
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74
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6
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74
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74
Graue Literatur
3
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3
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English
74
German
6
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Gelbrich, Katja
7
Roschk, Holger
7
Balaji, M. S.
3
Chebat, Jean-Charles
3
Grégoire, Yany
3
Gäthke, Jana
3
Van Vaerenbergh, Yves
3
Bernt, Dana
2
Huang, Minxue
2
Hutzinger, Clemens
2
Jang, Soocheong
2
Krishnan, Balaji C.
2
Larivière, Bart
2
Müller, Jana
2
Salo, Jari
2
Sengupta, Aditi Sarkar
2
Tsang, Alex S. L.
2
Vermeir, Iris
2
Weitzl, Wolfgang
2
Zhou, Nan
2
Zhou, Yuanyuan
2
Abu Farha, Allam K.
1
Aghazadeh, Hashem
1
Aguilar-Rojas, Oscar
1
Akarsu, Tugra Nazlil
1
Al Khateeb, Amr
1
Alamanos, Eleftherios
1
Alatalo, Sari
1
Albrecht, Arne Keno
1
Ali, Faizan
1
Alnawas, Ibrahim
1
Armirotto, Vincent
1
Arsenovic, Jasenko
1
Azemi, Yllka
1
Bacile, Todd J.
1
Baker, Melissa A.
1
Baliga, Ashwin J.
1
Bearden, William O.
1
Beatty, Sharon E.
1
Bian, Xuemei
1
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Ilmenauer Schriften zur Betriebswirtschaftslehre
International journal of contemporary hospitality management
Journal of business research : JBR
Journal of service research : JSR
International journal of hospitality management
33
Journal of retailing and consumer services
33
The journal of services marketing
27
Journal of hospitality marketing & management
20
Service business
18
The service industries journal
14
Journal of the Academy of Marketing Science
11
European journal of marketing : EJM
10
Journal of service management
10
Marketing letters : a journal of research in marketing
10
Psychology & marketing
9
Journal of air transport management
8
Journal of service theory and practice
8
Services marketing quarterly
8
International journal of quality and service sciences
7
Journal of hospitality & tourism research : JHTR ; the professional journal of the Council on Hotel, Restaurant, and Institutional Education
7
Journal of retailing
7
Journal of service theory and practice : JSTP
7
Managing service quality : MSQ ; an international journal
7
Asia Pacific journal of marketing and logistics
6
Journal of marketing
6
Journal of strategic marketing
6
Business horizons
5
Cogent business & management
5
Journal of consumer behaviour : an international research review
5
Journal of service research
5
Australasian marketing journal
4
International journal of operations & production management : IJOPM ; the official journal of the European Operations Management Association, EUROMA
4
International journal of services and operations management
4
International journal of services, economics and management
4
Journal of consumer marketing
4
Journal of travel and tourism marketing
4
SpringerLink / Bücher
4
Total quality management & business excellence
4
Total quality management & business excellence : an official journal of the European Society for Organisational Excellence
4
Tourism management : research, policies, practice
4
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ECONIS (ZBW)
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1
Toward a framework for perceived yuanfen in the accommodation service encounter : a grounded theory study
Tang, Xiangjie
;
Fong, Lawrence Hoc Nang
;
So, Amy Siu Ian
- In:
International journal of contemporary hospitality management
36
(
2024
)
1
,
pp. 155-181
Persistent link: https://www.econbiz.de/10014483406
Saved in:
2
Would you forgive me? : from perceived justice and complaint handling to customer forgiveness and brand credibility-symmetrical and asymmetrical perspectives
Ali, Faizan
;
El-Manstrly, Dahlia
;
Ghazanfar Ali Abbasi
- In:
Journal of business research : JBR
166
(
2023
),
pp. 1-15
Persistent link: https://www.econbiz.de/10014368203
Saved in:
3
Coping, rumination, and electronic word-of-mouth : segmenting consumer responses to service failure via fuzzy clustering
Gonnon, Martin
;
Taheri, Babak
;
Disegna, Marta
;
Prayag, …
- In:
Journal of business research : JBR
166
(
2023
),
pp. 1-15
Persistent link: https://www.econbiz.de/10014380316
Saved in:
4
A time(ly) perspective of the service recovery paradox : how organizational learning moderates follow-up recovery effects
Lunardo, Renaud
;
Cusin, Julien
;
Flacandji, Michaël
- In:
Journal of business research : JBR
166
(
2023
),
pp. 1-14
Persistent link: https://www.econbiz.de/10014380317
Saved in:
5
Mitigating immediate and lagged effects of customer mistreatment on service failure and sabotage : critical roles of service recovery behaviors
Wang, I-An
;
Chen, Pei-Chi
;
Chi, Nai-Wen
- In:
Journal of business research : JBR
154
(
2023
),
pp. 1-17
Persistent link: https://www.econbiz.de/10013468630
Saved in:
6
Service failures in times of crisis : an analysis of eWOM emotionality
Gerrath, Maximilian H. E. E.
;
Mafael, Alexander
; …
- In:
Journal of business research : JBR
154
(
2023
),
pp. 1-12
Persistent link: https://www.econbiz.de/10013468762
Saved in:
7
Platform-centric vs. multi-party service failure : an examination of consumers' negative word of mouth about sharing economy platforms
Wu, Luorong
;
Liu, Qing
;
Ma, Shihan
;
Hanks, Lydia
- In:
International journal of contemporary hospitality management
35
(
2023
)
4
,
pp. 1332-1375
Persistent link: https://www.econbiz.de/10014280782
Saved in:
8
The effect of service failure severity on brand forgiveness : the moderating role of interpersonal attachment styles and thinking styles
Alnawas, Ibrahim
;
Al Khateeb, Amr
;
Abu Farha, Allam K.
; …
- In:
International journal of contemporary hospitality management
35
(
2023
)
5
,
pp. 1691-1712
Persistent link: https://www.econbiz.de/10014280877
Saved in:
9
How organizational dehumanization impacts hospitality employees service recovery performance and sabotage behaviors : the role of psychological well-being and tenure
Gip, Huy
;
Guchait, Priyanko
;
Paşamehmetoğlu, Aysin
; …
- In:
International journal of contemporary hospitality management
35
(
2023
)
1
,
pp. 64-91
Persistent link: https://www.econbiz.de/10013546019
Saved in:
10
Service failure research in the hospitality and tourism industry : a synopsis of past, present and future dynamics from 2001 to 2020
Akarsu, Tugra Nazlil
;
Marvi, Reza
;
Foroudi, Pantea
- In:
International journal of contemporary hospitality management
35
(
2023
)
1
,
pp. 186-217
Persistent link: https://www.econbiz.de/10013546041
Saved in:
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