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~isPartOf:"International journal of consumer studies"
~isPartOf:"International journal of hospitality management"
~isPartOf:"Service business"
~isPartOf:"The service industries journal"
~subject:"Beziehungsmarketing"
~subject:"Hospitality industry"
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Beziehungsmarketing
Hospitality industry
Beschwerdemanagement
114
Complaint management
114
Dienstleistungsqualität
82
Service quality
82
Customer satisfaction
68
Kundenzufriedenheit
68
Relationship marketing
54
Consumer behaviour
47
Konsumentenverhalten
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Customer service
26
Kundenservice
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Service failure
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Service recovery
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China
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Customer integration
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Kundenintegration
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Mobile communications
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service recovery
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service failure
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Jang, Soocheong
3
Mattila, Anna S.
3
Cai, Ruiying
2
Choi, Chang Hwan
2
Guchait, Priyanko
2
Huey Chern Boo
2
Kim, Hyunsu
2
Kim, Taegoo
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Lee, Gyehee
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Lin, Wen-bao
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Melero-Polo, Iguácel
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Ro, Heejung
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So, Kevin Kam Fung
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Sreejesh, S.
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Balaji, M. S.
1
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1
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1
Cambra-Fierro, Jesus
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Cambra-Fierro, Jesús
1
Canter, Deborah D.
1
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1
Casado-DÃaz, Ana B.
1
Chen, Hsi-Tien
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Chen, Hsiangting Shatina
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Chen, Kai
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Chen, Li-Fei
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Chen, WeiWei
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Cheng, Simone
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Chi, Christina Geng-Qing
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Costers, Annelies
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Cvelbar, Ljubica Knežević
1
Davoud Nikbin
1
De Klerk, Helena M.
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DiPietro, Robin B.
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International journal of consumer studies
International journal of hospitality management
Service business
The service industries journal
Journal of business research : JBR
38
Journal of retailing and consumer services
26
The journal of services marketing
20
Journal of hospitality marketing & management
15
International journal of contemporary hospitality management
13
Journal of service research : JSR
11
Journal of service research
10
Services marketing quarterly
9
Journal of the Academy of Marketing Science
8
Journal of marketing
7
Marketing letters : a journal of research in marketing
7
Tourism management : research, policies, practice
7
Business horizons
6
International journal of production economics
6
Journal of hospitality & tourism research : JHTR ; the professional journal of the Council on Hotel, Restaurant, and Institutional Education
6
Journal of retailing
6
Psychology & marketing
6
SpringerLink / Bücher
6
Cogent business & management
5
Journal of consumer marketing
5
Journal of marketing management : MM
5
Journal of service theory and practice
5
Journal of travel and tourism marketing
5
Managing service quality : MSQ ; an international journal
5
Marketing intelligence & planning
5
Asia-Pacific journal of business administration
4
European journal of marketing : EJM
4
International journal of business and economics
4
International journal of quality and service sciences
4
International journal of services and operations management
4
International journal of services, economics and management
4
Journal of service management
4
Journal of strategic marketing
4
Reihe: Wissenschaftliche Arbeitspapiere / W / Institut für Marktorientierte Unternehmensführung, Universität Mannheim
4
Total quality management & business excellence
4
Total quality management & business excellence : an official journal of the European Society for Organisational Excellence
4
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1
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:
2
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:
3
How do consumer-to-consumer interactions affect bystanders on corporate social media (CSM)? : (in)civility in advocates' responses and complainant-bystander psychological distance
Huang, Ran
;
Ha, Sejin
- In:
The service industries journal
44
(
2024
)
11/12
,
pp. 789-812
Persistent link: https://www.econbiz.de/10015050128
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
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:
6
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:
7
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:
8
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:
9
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:
10
Is differential treatment in response to service failures effective? : the roles of comparison, loyalty, and scarcity messages
Kim, Heewon
;
Jang, Soocheong
- In:
International journal of hospitality management
95
(
2021
),
pp. 1-12
Persistent link: https://www.econbiz.de/10012547932
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