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~isPartOf:"Industrial marketing management : the international journal for industrial and high-tech firms"
~isPartOf:"International journal of hospitality management"
~isPartOf:"Journal of service research : JSR"
~isPartOf:"Management science : journal of the Institute for Operations Research and the Management Sciences"
~isPartOf:"Service business"
~subject:"Complaint management"
~subject:"Consumer behaviour"
~type_genre:"Article in journal"
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Search: subject_exact:"Customer complaints"
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Complaint management
Consumer behaviour
Beschwerdemanagement
118
Dienstleistungsqualität
85
Service quality
85
Customer satisfaction
68
Kundenzufriedenheit
68
Beziehungsmarketing
49
Konsumentenverhalten
49
Relationship marketing
49
Customer service
29
Kundenservice
29
Emotion
20
Service failure
20
Service recovery
19
Dienstleistungssektor
12
Service industry
12
USA
12
United States
12
service recovery
11
Gastronomie
10
Justice
10
Restaurant industry
10
Gerechtigkeit
9
Viral marketing
9
Virales Marketing
9
China
8
Mobile communications
8
Mobilkommunikation
8
Gastgewerbe
7
Hospitality industry
7
Hotel industry
7
Hotellerie
7
Service recovery performance
7
service failure
7
Customer integration
6
Kundenintegration
6
Lieferantenmanagement
6
Supplier relationship management
6
Comparison
4
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64
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2
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Article
118
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Article in journal
Aufsatz in Zeitschrift
118
Language
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English
118
Author
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Guchait, Priyanko
6
Jang, Soocheong
6
Mattila, Anna S.
5
Tsarenko, Yelena
4
Gelbrich, Katja
3
Ro, Heejung
3
Van Vaerenbergh, Yves
3
Brady, Michael K.
2
Choi, Chang Hwan
2
Huey Chern Boo
2
Kim, Hyunsu
2
Kim, Jong-hyeong
2
Kim, Taegoo
2
Larivière, Bart
2
Lee, Gyehee
2
Lee, Lindsey
2
Luo, Anqi
2
MacQuilken, Lisa
2
Madera, Juan M.
2
Magnini, Vincent P.
2
McColl-Kennedy, Janet R.
2
Melero-Polo, Iguácel
2
Meng, Fang
2
Miao, Li
2
Patterson, Paul G.
2
Robertson, Nichola
2
Roschk, Holger
2
So, Kevin Kam Fung
2
Sparks, Beverley
2
Sreejesh, S.
2
Taheri, Babak
2
Tojib, Dewi
2
Vermeir, Iris
2
Walsh, Gianfranco
2
Wang, Xingyu
2
Wei, Wei
2
Wu, Wann-Yih
2
Adler, Howard
1
Ahmad, Bilal
1
Akhtar, Nadeem
1
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Published in...
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Industrial marketing management : the international journal for industrial and high-tech firms
International journal of hospitality management
Journal of service research : JSR
Management science : journal of the Institute for Operations Research and the Management Sciences
Service business
Journal of business research : JBR
71
Journal of retailing and consumer services
43
The journal of services marketing
43
Journal of hospitality marketing & management
31
The service industries journal
27
International journal of contemporary hospitality management
20
Journal of the Academy of Marketing Science
20
Psychology & marketing
16
European journal of marketing : EJM
15
Journal of retailing
15
Journal of service research
15
Journal of service management
14
Managing service quality : MSQ ; an international journal
14
Journal of hospitality & tourism research : JHTR ; the professional journal of the Council on Hotel, Restaurant, and Institutional Education
13
Services marketing quarterly
13
Journal of air transport management
12
Journal of consumer behaviour : an international research review
12
Journal of marketing
12
Marketing letters : a journal of research in marketing
12
International journal of consumer studies
11
Journal of marketing management : MM
10
International journal of quality and service sciences
9
Journal of service theory and practice
9
Journal of service theory and practice : JSTP
9
Asia Pacific journal of marketing and logistics
8
Business horizons
8
International journal of production economics
8
Journal of strategic marketing
8
Journal of travel and tourism marketing
8
Tourism management : research, policies, practice
8
Cogent business & management
7
Marketing intelligence & planning
7
Total quality management & business excellence : an official journal of the European Society for Organisational Excellence
7
International journal of services and operations management
6
Journal of international consumer marketing
6
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ECONIS (ZBW)
118
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1
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10
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118
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date (oldest first)
1
Can robots recover a service using interactional justice as employees do? : a literature review-based assessment
Lajante, Mathieu
;
Remisch, David
;
Dorofeev, Nikita
- In:
Service business
17
(
2023
)
1
,
pp. 315-357
Persistent link: https://www.econbiz.de/10014282973
Saved in:
2
Public concern about immigration and customer complaints against minority financial advisors
Law, Kelvin K. F.
;
Zuo, Luo
- In:
Management science : journal of the Institute for …
68
(
2022
)
11
,
pp. 8464-8482
Persistent link: https://www.econbiz.de/10014280236
Saved in:
3
Customers' intention to compliment and complain via AI-enabled platforms : a self-disclosure perspective
Cai, Ruiying
;
Wang, Yao-Chin
;
Sun, Jie
- In:
International journal of hospitality management
116
(
2024
),
pp. 1-12
Persistent link: https://www.econbiz.de/10014457799
Saved in:
4
Underscoring trainer's lack of effort or talent in service failure of personal fitness training : customers' negative word-of-mouth response
Park, Sangchul
;
Lee, Hyun-Woo
;
Nite, Calvin
- In:
Service business
17
(
2023
)
4
,
pp. 1025-1050
Persistent link: https://www.econbiz.de/10014504697
Saved in:
5
An interactive service recovery framework combining demand and supply approaches
Jin, Dan
;
DiPietro, Robin B.
;
Kim, Kawon Kathy
;
Meng, Fang
- In:
International journal of hospitality management
109
(
2023
),
pp. 1-17
Persistent link: https://www.econbiz.de/10014282502
Saved in:
6
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:
7
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:
8
Buffering B2B service failure : the role of customer engagement
Sands, Sean
;
Campbell, Colin L.
;
Ferraro, Carla
; …
- In:
Industrial marketing management : the international …
103
(
2022
),
pp. 47-60
Persistent link: https://www.econbiz.de/10013255667
Saved in:
9
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:
10
Does service-sales ambidexterity matter in business-to-business service recovery? : a perspective through salesforce control system
Ahmad, Bilal
;
Liu, Da
;
Akhtar, Nadeem
;
Siddiqi, Umar Iqbal
- In:
Industrial marketing management : the international …
102
(
2022
),
pp. 351-363
Persistent link: https://www.econbiz.de/10013259101
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