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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:"Kundenzufriedenheit"
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Search: subject_exact:"Customer complaints"
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Beziehungsmarketing
Kundenzufriedenheit
Beschwerdemanagement
113
Complaint management
113
Dienstleistungsqualität
81
Service quality
81
Customer satisfaction
67
Relationship marketing
53
Consumer behaviour
47
Konsumentenverhalten
47
Customer service
26
Kundenservice
26
Service failure
21
Service recovery
18
Emotion
16
Gastronomie
12
Restaurant industry
12
Justice
11
USA
11
United States
11
Gerechtigkeit
10
Dienstleistungssektor
9
Service industry
9
Viral marketing
9
Virales Marketing
9
Gastgewerbe
7
Hospitality industry
7
Hotel industry
7
Hotellerie
7
Service recovery performance
7
China
6
Customer integration
6
Kundenintegration
6
Mobile communications
6
Mobilkommunikation
6
Confidence
5
Vertrauen
5
service failure
5
service recovery
5
Hospital
4
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1
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Article
90
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90
Aufsatz in Zeitschrift
90
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English
90
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Guchait, Priyanko
6
Jang, Soocheong
5
Mattila, Anna S.
4
Lin, Wen-bao
3
Cai, Ruiying
2
Choi, Chang Hwan
2
Chuang, Shih-chieh
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
Madera, Juan M.
2
Malhotra, Neeru
2
Melero-Polo, Iguácel
2
So, Kevin Kam Fung
2
Sreejesh, S.
2
Varela Neira, Concepción
2
Vázquez Casielles, Rodolfo
2
Wang, Xingyu
2
Andajigarmaroudi, Saeed
1
Ashill, Nicholas
1
Assaf, A. Georges
1
Balaji, M. S.
1
Bali, Zsofia
1
Cambra-Fierro, Jesus
1
Cambra-Fierro, Jesús
1
Canter, Deborah D.
1
Cantor, Victor John M.
1
Casado-Díaz, Ana B.
1
Chang, Chai-jung
1
Chen, Hsi-Tien
1
Chen, Hsiangting Shatina
1
Chen, Kai
1
Chen, Li-Fei
1
Chen, WeiWei
1
Cheng, I-shin
1
Cheng, Simone
1
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Published in...
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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
57
Journal of retailing and consumer services
37
The journal of services marketing
33
Journal of hospitality marketing & management
26
International journal of contemporary hospitality management
18
Journal of service research : JSR
18
Journal of the Academy of Marketing Science
14
European journal of marketing : EJM
12
Services marketing quarterly
12
Psychology & marketing
11
Journal of hospitality & tourism research : JHTR ; the professional journal of the Council on Hotel, Restaurant, and Institutional Education
10
Journal of retailing
10
Journal of service management
10
Marketing letters : a journal of research in marketing
10
Journal of air transport management
9
Journal of marketing
9
Journal of service theory and practice
9
International journal of quality and service sciences
8
Journal of service research
8
Managing service quality : MSQ ; an international journal
8
SpringerLink / Bücher
8
Business horizons
7
Journal of service theory and practice : JSTP
7
Tourism management : research, policies, practice
7
Asia Pacific journal of marketing and logistics
6
Ilmenauer Schriften zur Betriebswirtschaftslehre
6
International journal of production economics
6
Journal of marketing management : MM
6
Journal of strategic marketing
6
Journal of travel and tourism marketing
6
Cogent business & management
5
International journal of business and economics
5
International journal of services and operations management
5
Journal of consumer behaviour : an international research review
5
Journal of consumer marketing
5
Marketing intelligence & planning
5
Reihe: Wissenschaftliche Arbeitspapiere / W / Institut für Marktorientierte Unternehmensführung, Universität Mannheim
5
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ECONIS (ZBW)
90
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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
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:
5
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:
6
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:
7
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:
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
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
Investigating the effects of service recovery strategies on consumer forgiveness and post-trust in the food delivery sector
Gannon, Martin
;
Taheri, Babak
;
Rahimi, Roya
;
Okumus, …
- In:
International journal of hospitality management
107
(
2022
),
pp. 1-12
Persistent link: https://www.econbiz.de/10014227663
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