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~isPartOf:"International journal of contemporary hospitality management"
~isPartOf:"International journal of hospitality management"
~isPartOf:"Journal of business research : JBR"
~subject:"Complaint management"
~subject:"Gastronomie"
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Search: subject_exact:"Customer complaints"
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Complaint management
Gastronomie
Beschwerdemanagement
147
Dienstleistungsqualität
108
Service quality
108
Customer satisfaction
94
Kundenzufriedenheit
94
Beziehungsmarketing
74
Consumer behaviour
74
Konsumentenverhalten
74
Relationship marketing
74
Service failure
42
Service recovery
40
Customer service
39
Kundenservice
39
Emotion
25
Viral marketing
19
Virales Marketing
19
Restaurant industry
13
Dienstleistungssektor
12
Service industry
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Gastgewerbe
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Hospitality industry
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Hotel industry
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Hotellerie
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USA
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United States
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China
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Markenführung
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Gerechtigkeit
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Justice
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Mobile communications
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Mobilkommunikation
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Social Web
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Social web
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Brand image
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Kundenintegration
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147
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Jang, Soocheong
8
Guchait, Priyanko
7
Mattila, Anna S.
7
Chebat, Jean-Charles
4
Balaji, M. S.
3
Miao, Li
3
Ro, Heejung
3
Sparks, Beverley
3
Taheri, Babak
3
Ali, Faizan
2
Baker, Melissa A.
2
Cai, Ruiying
2
El-Manstrly, Dahlia
2
Grégoire, Yany
2
Gäthke, Jana
2
Huang, Minxue
2
Huey Chern Boo
2
Hutzinger, Clemens
2
Joireman, Jeff
2
Kasnakoglu, Berna Tari
2
Kim, Heewon
2
Kim, Hyun Jeong
2
Kim, Hyunsu
2
Kim, Jong-hyeong
2
Kim, Kyungmin
2
Kim, Taegoo
2
Krishnan, Balaji C.
2
Lee, Gyehee
2
Lee, Lindsey
2
Lu, Lu
2
Luo, Anqi
2
MacQuilken, Lisa
2
Madera, Juan M.
2
Magnini, Vincent P.
2
Meng, Fang
2
Min, Hyounae
2
Olson, Eric
2
Salo, Jari
2
Sengupta, Aditi Sarkar
2
Sharifi, Seyed Shahin
2
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International journal of contemporary hospitality management
International journal of hospitality management
Journal of business research : JBR
Journal of retailing and consumer services
43
The journal of services marketing
43
Journal of hospitality marketing & management
31
Journal of service research : JSR
31
The service industries journal
27
Journal of the Academy of Marketing Science
20
Service business
20
Psychology & marketing
16
European journal of marketing : EJM
15
Journal of retailing
15
Journal of service research
15
Journal of service management
14
Managing service quality : MSQ ; an international journal
14
Journal of hospitality & tourism research : JHTR ; the professional journal of the Council on Hotel, Restaurant, and Institutional Education
13
Services marketing quarterly
13
Journal of air transport management
12
Journal of consumer behaviour : an international research review
12
Journal of marketing
12
Marketing letters : a journal of research in marketing
12
SpringerLink / Bücher
12
International journal of consumer studies
11
Journal of marketing management : MM
10
International journal of quality and service sciences
9
Journal of service theory and practice
9
Journal of service theory and practice : JSTP
9
Asia Pacific journal of marketing and logistics
8
Business horizons
8
Erfolgreiches Beschwerdemanagement : Wege zu Prozessverbesserungen und Kundenzufriedenheit
8
Ilmenauer Schriften zur Betriebswirtschaftslehre
8
International journal of production economics
8
Journal of strategic marketing
8
Journal of travel and tourism marketing
8
Tourism management : research, policies, practice
8
Cogent business & management
7
Marketing intelligence & planning
7
Reihe: Wissenschaftliche Arbeitspapiere / W / Institut für Marktorientierte Unternehmensführung, Universität Mannheim
7
Total quality management & business excellence : an official journal of the European Society for Organisational Excellence
7
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ECONIS (ZBW)
147
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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
Toward a framework for perceived yuanfen in the accommodation service encounter : a grounded theory study
Tang, Xiangjie
;
Fong, Lawrence Hoc Nang
;
So, Amy Siu Ian
- In:
International journal of contemporary hospitality management
36
(
2024
)
1
,
pp. 155-181
Persistent link: https://www.econbiz.de/10014483406
Saved in:
3
Virtual versus human : unraveling consumer reactions to service failures through influencer types
Zhao, Taiyang
;
Ran, Yaxuan
;
Wu, Banggang
;
Wang, Valerie …
- In:
Journal of business research : JBR
178
(
2024
),
pp. 1-12
Persistent link: https://www.econbiz.de/10014555571
Saved in:
4
The blame shift : robot service failures hold service firms more accountable
Ryoo, Yuhosua
;
Jeon, Yongwoog Andy
;
Kim, WooJin
- In:
Journal of business research : JBR
171
(
2024
),
pp. 1-14
Persistent link: https://www.econbiz.de/10014535999
Saved in:
5
Would you forgive me? : from perceived justice and complaint handling to customer forgiveness and brand credibility-symmetrical and asymmetrical perspectives
Ali, Faizan
;
El-Manstrly, Dahlia
;
Ghazanfar Ali Abbasi
- In:
Journal of business research : JBR
166
(
2023
),
pp. 1-15
Persistent link: https://www.econbiz.de/10014368203
Saved in:
6
Coping, rumination, and electronic word-of-mouth : segmenting consumer responses to service failure via fuzzy clustering
Gonnon, Martin
;
Taheri, Babak
;
Disegna, Marta
;
Prayag, …
- In:
Journal of business research : JBR
166
(
2023
),
pp. 1-15
Persistent link: https://www.econbiz.de/10014380316
Saved in:
7
A time(ly) perspective of the service recovery paradox : how organizational learning moderates follow-up recovery effects
Lunardo, Renaud
;
Cusin, Julien
;
Flacandji, Michaël
- In:
Journal of business research : JBR
166
(
2023
),
pp. 1-14
Persistent link: https://www.econbiz.de/10014380317
Saved in:
8
Mitigating immediate and lagged effects of customer mistreatment on service failure and sabotage : critical roles of service recovery behaviors
Wang, I-An
;
Chen, Pei-Chi
;
Chi, Nai-Wen
- In:
Journal of business research : JBR
154
(
2023
),
pp. 1-17
Persistent link: https://www.econbiz.de/10013468630
Saved in:
9
Service failures in times of crisis : an analysis of eWOM emotionality
Gerrath, Maximilian H. E. E.
;
Mafael, Alexander
; …
- In:
Journal of business research : JBR
154
(
2023
),
pp. 1-12
Persistent link: https://www.econbiz.de/10013468762
Saved in:
10
Platform-centric vs. multi-party service failure : an examination of consumers' negative word of mouth about sharing economy platforms
Wu, Luorong
;
Liu, Qing
;
Ma, Shihan
;
Hanks, Lydia
- In:
International journal of contemporary hospitality management
35
(
2023
)
4
,
pp. 1332-1375
Persistent link: https://www.econbiz.de/10014280782
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