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~isPartOf:"International journal of consumer studies"
~isPartOf:"International journal of hospitality management"
~isPartOf:"Journal of service management"
~isPartOf:"Service business"
~isPartOf:"The service industries journal"
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Search: subject_exact:"Customer complaints"
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Beschwerdemanagement
127
Complaint management
127
Dienstleistungsqualität
89
Service quality
89
Customer satisfaction
77
Kundenzufriedenheit
77
Beziehungsmarketing
57
Relationship marketing
57
Consumer behaviour
55
Konsumentenverhalten
55
Customer service
29
Kundenservice
29
Service recovery
24
Service failure
23
Emotion
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Gastronomie
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Justice
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Gerechtigkeit
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Virales Marketing
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Customer integration
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Gastgewerbe
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Hotellerie
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Kundenintegration
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Service recovery performance
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China
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Mobile communications
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Mobilkommunikation
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Confidence
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Vertrauen
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service failure
5
service recovery
5
Cognition
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Article
127
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127
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127
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English
127
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Mattila, Anna S.
7
Guchait, Priyanko
6
Jang, Soocheong
6
Donoghue, Suné
3
Lin, Wen-bao
3
Ro, Heejung
3
Sparks, Beverley
3
Tronvoll, Bård
3
Varela Neira, Concepción
3
Vázquez Casielles, Rodolfo
3
Cai, Ruiying
2
Choi, Chang Hwan
2
Chuang, Shih-chieh
2
De Klerk, Helena M.
2
Edvardsson, Bo
2
Huang, Wen Hsien
2
Huey Chern Boo
2
Iglesias Argu͏̈elles, Víctor
2
Kim, Hyunsu
2
Kim, Jong-hyeong
2
Kim, Taegoo
2
Lee, Gyehee
2
Lee, Lindsey
2
Luo, Anqi
2
MacQuilken, Lisa
2
Madera, Juan M.
2
Magnini, Vincent P.
2
Malhotra, Neeru
2
Matos, Celso Augusto de
2
Melero-Polo, Iguácel
2
Meng, Fang
2
Miao, Li
2
So, Kevin Kam Fung
2
Sreejesh, S.
2
Strydom, Nina
2
Taheri, Babak
2
Wang, Xingyu
2
Weber, Karin
2
Wei, Wei
2
Xu, Yingzi
2
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International journal of consumer studies
International journal of hospitality management
Journal of service management
Service business
The service industries journal
Journal of business research : JBR
70
Journal of retailing and consumer services
43
The journal of services marketing
43
Journal of hospitality marketing & management
31
Journal of service research : JSR
31
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
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
SpringerLink / Bücher
12
Journal of service research
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
Erfolgreiches Beschwerdemanagement : Wege zu Prozessverbesserungen und Kundenzufriedenheit
8
Ilmenauer Schriften zur Betriebswirtschaftslehre
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
Marketing intelligence & planning
7
Reihe: Wissenschaftliche Arbeitspapiere / W / Institut für Marktorientierte Unternehmensführung, Universität Mannheim
7
Total quality management & business excellence : an official journal of the European Society for Organisational Excellence
7
Cogent business & management
6
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ECONIS (ZBW)
127
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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
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:
3
Service failure and service recovery : a hybrid review and research agenda
Sahaf, Taiba Musadiq
;
Fazili, Asif Iqbal
- In:
International journal of consumer studies
48
(
2024
)
1
,
pp. 1-45
Persistent link: https://www.econbiz.de/10014465453
Saved in:
4
Is uniform pricing by competing retailers perceived as fair?
Wong, Phoebe
;
Vanharanta, Markus
;
Ng, Peggy M. L.
; …
- In:
International journal of consumer studies
48
(
2024
)
3
,
pp. 1-20
Persistent link: https://www.econbiz.de/10014531729
Saved in:
5
What drives customer engagement after a service failure? : the moderating role of customer trust
Honora, Andreawan
;
Chih, Wen-Hai
;
Ortiz, Jaime
- In:
International journal of consumer studies
47
(
2023
)
5
,
pp. 1714-1732
Persistent link: https://www.econbiz.de/10014335594
Saved in:
6
Self-service technology recovery : the importance of psychological need support
Keating, Byron W.
;
Aslan, Marjan
- In:
Journal of service management
34
(
2023
)
4
,
pp. 725-749
Persistent link: https://www.econbiz.de/10014338201
Saved in:
7
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:
8
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:
9
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:
10
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
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