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~isPartOf:"International journal of consumer studies"
~isPartOf:"International journal of contemporary hospitality management"
~isPartOf:"International journal of hospitality management"
~subject:"Service industry"
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Search: subject_exact:"Customer complaints"
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Service industry
Beschwerdemanagement
86
Complaint management
86
Dienstleistungsqualität
64
Service quality
64
Customer satisfaction
49
Kundenzufriedenheit
49
Consumer behaviour
44
Konsumentenverhalten
44
Beziehungsmarketing
40
Relationship marketing
40
Customer service
21
Kundenservice
21
Service recovery
20
Service failure
19
Emotion
14
Gastronomie
13
Restaurant industry
13
Gastgewerbe
10
Hospitality industry
10
Hotel industry
10
Hotellerie
10
USA
9
United States
9
China
8
Dienstleistungssektor
8
Viral marketing
8
Virales Marketing
8
Mobile communications
6
Mobilkommunikation
6
Service recovery performance
6
Tourism industry
6
Tourismuswirtschaft
6
Gerechtigkeit
5
Justice
5
Comparison
4
Service failures
4
Vergleich
4
Airbnb
3
Arbeitszufriedenheit
3
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English
8
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Jang, Soocheong
2
Kim, Jong-hyeong
2
Andajigarmaroudi, Saeed
1
Dawson, Mary
1
Guchait, Priyanko
1
Huey Chern Boo
1
Høgevold, Nils
1
Joireman, Jeff
1
Karabas, Ismail
1
Khoo-Lattimore, Catheryn
1
Kim, Shinhye
1
Lu, Lu
1
Manu C
1
Mody, Makarand Amrish
1
Otero-Neira, Carmen
1
Padin, Carmen
1
Paul, Justin
1
Paşamehmetoğlu, Ayşın
1
Poh Theng Loo
1
Sreejesh, S.
1
Svensson, Göran
1
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International journal of consumer studies
International journal of contemporary hospitality management
International journal of hospitality management
Journal of business research : JBR
4
Journal of service research : JSR
4
Journal of the Academy of Marketing Science
4
The journal of services marketing
4
International journal of production economics
3
Asia Pacific journal of marketing and logistics
2
Fokus Dienstleistungsmarketing
2
International journal of quality and service sciences
2
Journal of relationship marketing : innovations & enhancements for customer service, relations & satisfaction
2
Journal of retailing and consumer services
2
Journal of service theory and practice : JSTP
2
Psychology & marketing
2
Aktuelle Entwicklungen im Dienstleistungsmarketing
1
Australasian marketing journal
1
Australasian marketing journal : AMJ ; official journal of the Australia-New Zealand Marketing Academy (ANZMAC)
1
Dienstleistungsqualität : Konzepte - Methoden - Erfahrungen
1
Enhancing knowledge development in marketing ; Vol. 21
1
Enlightening tourism : ET ; a pathmaking journal
1
European journal of international management : EJIM
1
European journal of marketing
1
Interaktionen im Dienstleistungsbereich
1
International journal of business excellence : IJBEX
1
International journal of management practice : IJMP
1
International journal of research in marketing : IJRM ; official journal of the European Marketing Academy
1
International journal of services, economics and management
1
Journal for global business advancement : JGBA
1
Journal of air transport management
1
Journal of business & economics research
1
Journal of consumer marketing
1
Journal of hospitality marketing & management
1
Journal of international consumer marketing
1
Journal of international marketing
1
Journal of service management
1
Journal of transnational management : the official journal of the International Management Development Association
1
Journal of travel research : a quarterly publication of the Travel and Tourism Research Association
1
Management decision
1
Managing service quality : MSQ ; an international journal
1
Paradigm : the journal of Institute of Management Technology
1
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ECONIS (ZBW)
8
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1
How should I respond to a complaining customer? : a model of Cognitive-Emotive-Behavioral from the perspective of restaurant service employees
Poh Theng Loo
;
Khoo-Lattimore, Catheryn
;
Huey Chern Boo
- In:
International journal of hospitality management
95
(
2021
),
pp. 1-10
Persistent link: https://www.econbiz.de/10012547701
Saved in:
2
Tell us your concern, and we shall together address! : role of service booking channels and brand equity on post-failure outcomes
Manu C
;
Sreejesh, S.
;
Paul, Justin
- In:
International journal of hospitality management
96
(
2021
),
pp. 1-13
Persistent link: https://www.econbiz.de/10012585701
Saved in:
3
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:
4
Why and when witnessing uncivil behavior leads observers to punish frontline employees and leave the firm
Karabas, Ismail
;
Joireman, Jeff
;
Kim, Shinhye
- In:
International journal of hospitality management
82
(
2019
),
pp. 91-100
Persistent link: https://www.econbiz.de/10012121396
Saved in:
5
New aspects of research to assess and manage critical incidents in service encounters : teleological actions, interactive interface and perceptual gaps
Padin, Carmen
;
Svensson, Göran
;
Otero-Neira, Carmen
; …
- In:
International journal of contemporary hospitality management
27
(
2015
)
1
,
pp. 27-51
Persistent link: https://www.econbiz.de/10010516547
Saved in:
6
A scenario-based experiment and a field study : a comparative examination for service failure and recovery
Kim, Jong-hyeong
;
Jang, Soocheong
- In:
International journal of hospitality management
41
(
2014
),
pp. 125-132
Persistent link: https://www.econbiz.de/10010403058
Saved in:
7
Perceived supervisor and co-worker support for error management : impact on perceived psychological safety and service recovery performance
Guchait, Priyanko
;
Paşamehmetoğlu, Ayşın
;
Dawson, Mary
- In:
International journal of hospitality management
41
(
2014
),
pp. 28-37
Persistent link: https://www.econbiz.de/10010403128
Saved in:
8
The fading effect bias : examining changes in affect and behavioral intention in restaurant service failures and reoveries
Kim, Jong-hyeong
;
Jang, Soocheong
- In:
International journal of hospitality management
40
(
2014
),
pp. 109-119
Persistent link: https://www.econbiz.de/10010388577
Saved in:
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