//--> //--> //-->
Toggle navigation
Logout
Change account settings
EN
DE
ES
FR
A-Z
Beta
About EconBiz
News
Thesaurus (STW)
Research Skills
Help
EN
DE
ES
FR
My account
Logout
Change account settings
Login
Publications
Events
Your search terms
Search
Retain my current filters
~isPartOf:"International journal of consumer studies"
~isPartOf:"International journal of hospitality management"
~person:"Cai, Liping A."
~person:"Mattila, Anna S."
~person:"Ro, Heejung"
~subject:"Complaint management"
Search options
All Fields
Title
Exact title
Subject
Author
Institution
ISBN/ISSN
Published in...
Publisher
Open Access only
Advanced
Search history
My EconBiz
Favorites
Loans
Reservations
Fines
You are here:
Home
Search: subject_exact:"Customer complaints"
Narrow search
Delete all filters
| 6 applied filters
Year of publication
From:
To:
Subject
All
Complaint management
Beschwerdemanagement
8
Dienstleistungsqualität
6
Service quality
6
Consumer behaviour
4
Konsumentenverhalten
4
USA
4
United States
4
Beziehungsmarketing
3
Customer satisfaction
3
Kundenzufriedenheit
3
Relationship marketing
3
Customer service
2
Gastgewerbe
2
Hospitality industry
2
Kundenservice
2
Service failure
2
Service recovery
2
Analysis of variance
1
Approach-avoidance
1
Concern for face
1
Construal level
1
Consumer complaint behavior
1
Cross-cultural study
1
Cultural identity
1
Culture
1
Deviant behavior
1
Deviant customer
1
Dienstleistungsmanagement
1
Discrete negative emotions
1
Emotion
1
Face-To-Face complaining
1
Gastronomie
1
Gender
1
Geschlecht
1
Homosexuality
1
Homosexualität
1
Kulturelle Identität
1
Kundenbindungsprogramm
1
Loyalty program
1
more ...
less ...
Online availability
All
Undetermined
2
Type of publication
All
Article
8
Type of publication (narrower categories)
All
Article in journal
8
Aufsatz in Zeitschrift
8
Language
All
English
8
Author
All
Cai, Liping A.
Mattila, Anna S.
Ro, Heejung
Guchait, Priyanko
6
Jang, Soocheong
6
Donoghue, Suné
3
De Klerk, Helena M.
2
Huey Chern Boo
2
Kim, Hyunsu
2
Kim, Jong-hyeong
2
Lee, Lindsey
2
Luo, Anqi
2
MacQuilken, Lisa
2
Madera, Juan M.
2
Magnini, Vincent P.
2
Meng, Fang
2
Miao, Li
2
So, Kevin Kam Fung
2
Sreejesh, S.
2
Strydom, Nina
2
Taheri, Babak
2
Wang, Xingyu
2
Wei, Wei
2
Adler, Howard
1
Ali, Faizan
1
Andajigarmaroudi, Saeed
1
Andreassen, Tor Wallin
1
Andrews, Lynda
1
Assaf, A. Georges
1
Baker, Melissa A.
1
Bunker, Matthew P.
1
Butcher, Ken
1
Cai, Ruiying
1
Chen, Kai
1
Cheng, Simone
1
Chih, Wen-Hai
1
Choi, Chang Hwan
1
Choi, Soo Keun
1
Choi, Youngsoo
1
Chuang, Shih-chieh
1
more ...
less ...
Published in...
All
International journal of consumer studies
International journal of hospitality management
Journal of hospitality marketing & management
4
The journal of services marketing
3
Journal of business research : JBR
2
Journal of hospitality & tourism research : JHTR ; the professional journal of the Council on Hotel, Restaurant, and Institutional Education
2
Journal of service management
2
Journal of service research
2
Services marketing quarterly
2
International journal of contemporary hospitality management
1
International journal of retail & distribution management
1
Journal of global marketing
1
Journal of international consumer marketing
1
Journal of retailing
1
Service business
1
more ...
less ...
Source
All
ECONIS (ZBW)
8
Showing
1
-
8
of
8
Sort
relevance
articles prioritized
date (newest first)
date (oldest first)
1
What recovery options to offer for loyalty reward program members : Dollars vs. Miles?
Hwang, Yoo Hee
;
Gao, Yixing
;
Mattila, Anna S.
- In:
International journal of hospitality management
87
(
2020
),
pp. 1-7
Persistent link: https://www.econbiz.de/10012241760
Saved in:
2
Discrete emotional responses and face-to-face complaining : the joint effect of service failure type and culture
Luo, Anqi
;
Mattila, Anna S.
- In:
International journal of hospitality management
90
(
2020
),
pp. 1-11
Persistent link: https://www.econbiz.de/10012300168
Saved in:
3
How does social distance impact customers' complaint intentions? : a cross-cultural examination
Fan, Alei
;
Mattila, Anna S.
;
Zhao, Xinyuan
- In:
International journal of hospitality management
47
(
2015
),
pp. 25-34
Persistent link: https://www.econbiz.de/10011312551
Saved in:
4
Service recovery evaluations : GLBT versus hetero customers
Ro, Heejung
;
Choi, Youngsoo
;
Olson, Eric
- In:
International journal of hospitality management
33
(
2013
),
pp. 366-375
Persistent link: https://www.econbiz.de/10009746343
Saved in:
5
Effectiveness of recovery actions on deviant customer behavior : the moderating role of gender
Huey Chern Boo
;
Mattila, Anna S.
;
Tan, Ching Yeng
- In:
International journal of hospitality management
35
(
2013
),
pp. 180-192
Persistent link: https://www.econbiz.de/10010225814
Saved in:
6
Customer opportunistic complaints management : a critical incident approach
Ro, Heejung
;
Wong, June
- In:
International journal of hospitality management
31
(
2012
)
2
,
pp. 419-427
Persistent link: https://www.econbiz.de/10009503300
Saved in:
7
The role of tie strength on consumer dissatisfaction responses
Yang, Wan
;
Mattila, Anna S.
- In:
International journal of hospitality management
31
(
2012
)
2
,
pp. 399-404
Persistent link: https://www.econbiz.de/10009503304
Saved in:
8
The influence of self-construal and co-consumption others on consumer complaining behavior
Wei, Wei
;
Miao, Li
;
Cai, Liping A.
;
Adler, Howard
- In:
International journal of hospitality management
31
(
2012
)
3
,
pp. 764-771
Persistent link: https://www.econbiz.de/10009544310
Saved in:
Results per page
10
25
50
100
250
A service of the
zbw
×
Loading...
//-->