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~isPartOf:"International journal of consumer studies"
~isPartOf:"International journal of hospitality management"
~person:"Cai, Liping A."
~person:"Ro, Heejung"
~person:"Wang, Xingyu"
~subject:"Complaint management"
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Search: subject_exact:"Customer complaints"
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Complaint management
Beschwerdemanagement
5
Dienstleistungsqualität
4
Service quality
4
Gastgewerbe
3
Hospitality industry
3
USA
3
United States
3
Customer satisfaction
2
Kundenzufriedenheit
2
Service recovery performance
2
Analysis of variance
1
Anxiety
1
Betriebliches Bildungsmanagement
1
Consumer behaviour
1
Customer service
1
Dienstleistungsmanagement
1
Emotion
1
Employer-provided training
1
Error management
1
Error management training
1
Gerechtigkeit
1
Gratitude
1
Homosexuality
1
Homosexualität
1
Justice
1
Konsumentenverhalten
1
Kundenservice
1
Opportunism
1
Opportunismus
1
Perceived fairness
1
Service management
1
Tourism industry
1
Tourismuswirtschaft
1
Varianzanalyse
1
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English
5
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Cai, Liping A.
Ro, Heejung
Wang, Xingyu
Guchait, Priyanko
6
Jang, Soocheong
6
Mattila, Anna S.
5
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
Sparks, Beverley
2
Sreejesh, S.
2
Strydom, Nina
2
Taheri, Babak
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
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International journal of consumer studies
International journal of hospitality management
Journal of hospitality & tourism research : JHTR ; the professional journal of the Council on Hotel, Restaurant, and Institutional Education
2
Journal of business research : JBR
1
Journal of hospitality marketing & management
1
Service business
1
Services marketing quarterly
1
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ECONIS (ZBW)
5
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1
Anxiety and gratitude toward the organization : relationships with error management culture and service recovery performance
Wang, Xingyu
;
Guchait, Priyanko
;
Pasamehmetoglu, Aysin
- In:
International journal of hospitality management
89
(
2020
),
pp. 1-9
Persistent link: https://www.econbiz.de/10012293788
Saved in:
2
Effectiveness of error management training in the hospitality industry : impact on perceived fairness and service recovery performance
Yao, Sheng
;
Wang, Xingyu
;
Yu, Heyao
;
Guchait, Priyanko
- In:
International journal of hospitality management
79
(
2019
),
pp. 78-88
Persistent link: https://www.econbiz.de/10012012973
Saved in:
3
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:
4
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:
5
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:
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