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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:"Virales Marketing"
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Search: subject_exact:"Customer complaints"
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Beziehungsmarketing
Virales Marketing
Beschwerdemanagement
114
Complaint management
114
Dienstleistungsqualität
82
Service quality
82
Customer satisfaction
68
Kundenzufriedenheit
68
Relationship marketing
54
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
Gastgewerbe
7
Hospitality industry
7
Hotel industry
7
Hotellerie
7
Service recovery performance
7
China
6
Customer integration
6
Kundenintegration
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Mobile communications
6
Mobilkommunikation
6
service recovery
6
Confidence
5
Vertrauen
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service failure
5
Hospital
4
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Article
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English
61
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Mattila, Anna S.
4
Jang, Soocheong
3
Cai, Ruiying
2
Choi, Chang Hwan
2
Huey Chern Boo
2
Iglesias Argu͏̈elles, Víctor
2
Kim, Taegoo
2
Lee, Gyehee
2
Lin, Wen-bao
2
Melero-Polo, Iguácel
2
Sreejesh, S.
2
Varela Neira, Concepción
2
Vázquez Casielles, Rodolfo
2
Ali, Faizan
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
Chen, Hsi-Tien
1
Chen, Hsiangting Shatina
1
Chen, Kai
1
Chen, Li-Fei
1
Chen, WeiWei
1
Cheng, Simone
1
Chi, Christina Geng-Qing
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Chih, Wen-Hai
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Choi, Beom Joon
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Choy, Yoon Leng
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Chuang, Shih-chieh
1
Costers, Annelies
1
Cvelbar, Ljubica Knežević
1
Davoud Nikbin
1
De Klerk, Helena M.
1
DiPietro, Robin B.
1
Donoghue, Suné
1
Dyussembayeva, Shynar
1
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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
43
Journal of retailing and consumer services
27
The journal of services marketing
21
Journal of hospitality marketing & management
17
International journal of contemporary hospitality management
12
Journal of service research : JSR
11
Journal of service research
10
Journal of the Academy of Marketing Science
9
Services marketing quarterly
9
Journal of marketing
8
Tourism management : research, policies, practice
8
International journal of production economics
7
Journal of hospitality & tourism research : JHTR ; the professional journal of the Council on Hotel, Restaurant, and Institutional Education
7
Marketing letters : a journal of research in marketing
7
Psychology & marketing
7
Business horizons
6
Cogent business & management
6
Journal of retailing
6
SpringerLink / Bücher
6
European journal of marketing : EJM
5
International journal of quality and service sciences
5
Journal of consumer marketing
5
Journal of marketing management : MM
5
Journal of service management
5
Journal of service theory and practice
5
Journal of strategic marketing
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
International journal of business and economics
4
International journal of services and operations management
4
Journal of interactive marketing : a quarterly publication from the Direct Marketing Educational Foundation
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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ECONIS (ZBW)
61
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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
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
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
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:
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
Severe service failures and online vindictive word of mouth : the effect of coping strategies
El-Manstrly, Dahlia
;
Ali, Faizan
;
Line, Nathaniel D.
- In:
International journal of hospitality management
95
(
2021
),
pp. 1-8
Persistent link: https://www.econbiz.de/10012547720
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