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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"
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Search: subject_exact:"Customer complaints"
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Beziehungsmarketing
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
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
service recovery
6
Confidence
5
Vertrauen
5
service failure
5
Hospital
4
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Article
54
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English
54
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Jang, Soocheong
3
Mattila, Anna S.
3
Cai, Ruiying
2
Choi, Chang Hwan
2
Huey Chern Boo
2
Kim, Taegoo
2
Lee, Gyehee
2
Lin, Wen-bao
2
Melero-Polo, Iguácel
2
Sreejesh, S.
2
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
1
Chih, Wen-Hai
1
Choi, Beom Joon
1
Choy, Yoon Leng
1
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
Fan, Alei
1
Fan, Pan
1
Fazili, Asif Iqbal
1
Gao, Yixing
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
38
Journal of retailing and consumer services
26
The journal of services marketing
19
Journal of hospitality marketing & management
13
International journal of contemporary hospitality management
11
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 retailing
6
Psychology & marketing
6
SpringerLink / Bücher
6
Cogent business & management
5
Journal of consumer marketing
5
Journal of hospitality & tourism research : JHTR ; the professional journal of the Council on Hotel, Restaurant, and Institutional Education
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
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
Working papers / Institut für Wirtschaftsinformatik der Universität Bern
4
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ECONIS (ZBW)
54
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21
It makes me feel vulnerable! : the impact of public self-disclosure on online complaint behavior
Dyussembayeva, Shynar
;
Viglia, Giampaolo
;
Nieto-Garcia, …
- In:
International journal of hospitality management
88
(
2020
),
pp. 1-9
Persistent link: https://www.econbiz.de/10012293835
Saved in:
22
The double-edged sword effect of service recovery awareness of frontline employees : from a job demands-resources perspective
Zhang, Mo
;
Geng, Ruoqi
;
Hong, Zhisheng
;
Song, Wenhao
; …
- In:
International journal of hospitality management
88
(
2020
),
pp. 1-9
Persistent link: https://www.econbiz.de/10012293865
Saved in:
23
Matching service failures and recovery options toward satisfaction
Cantor, Victor John M.
;
Li, Richard C.
- In:
The service industries journal
39
(
2019
)
13/14
,
pp. 901-924
Persistent link: https://www.econbiz.de/10012205901
Saved in:
24
How to boost frontline employee service recovery performance : the role of cultural intelligence
Costers, Annelies
;
Van Vaerenbergh, Yves
;
Van den …
- In:
Service business
13
(
2019
)
3
,
pp. 581-602
Persistent link: https://www.econbiz.de/10012124374
Saved in:
25
The integration between service value and service recovery in the hospitality industry : an application of QFD and ANP
Wu, Wann-Yih
;
Qomariyah, Alfiyatul
;
Nguyen Thi Truong Sa
; …
- In:
International journal of hospitality management
75
(
2018
),
pp. 48-57
Persistent link: https://www.econbiz.de/10011944943
Saved in:
26
The impacts of complaint efforts on customer satisfaction and loyalty
Cai, Ruiying
;
Chi, Christina Geng-Qing
- In:
The service industries journal
38
(
2018
)
15/16
,
pp. 1095-1115
Persistent link: https://www.econbiz.de/10011977443
Saved in:
27
How to explain service failure? : impacts of justifications
Chen, WeiWei
;
Lee, Hsiao-Ching
- In:
Service business
12
(
2018
)
2
,
pp. 331-356
Persistent link: https://www.econbiz.de/10011915060
Saved in:
28
Effects of customer loyalty on customer entitlement and voiced complaints
Li, Xiaofei
;
Ma, Baolong
;
Zhou, Chen
- In:
The service industries journal
37
(
2017
)
13/14
,
pp. 858-874
Persistent link: https://www.econbiz.de/10011847982
Saved in:
29
Quality function deployment in failure recovery and prevention
Chen, Hsi-Tien
- In:
The service industries journal
36
(
2016
)
13/14
,
pp. 615-637
Persistent link: https://www.econbiz.de/10011655406
Saved in:
30
A novel framework for customer complaint management
Hsiao, Yu-Hsiang
;
Chen, Li-Fei
;
Choy, Yoon Leng
;
Su, …
- In:
The service industries journal
36
(
2016
)
13/14
,
pp. 675-698
Persistent link: https://www.econbiz.de/10011655409
Saved in:
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