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~isPartOf:"International journal of contemporary hospitality management"
~isPartOf:"International journal of hospitality management"
~person:"Jang, Soocheong"
~subject:"Complaint management"
~subject:"Gerechtigkeit"
~subject:"Service failures"
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Complaint management
Gerechtigkeit
Service failures
Beschwerdemanagement
8
Dienstleistungsqualität
8
Service quality
8
Customer satisfaction
6
Kundenzufriedenheit
6
Consumer behaviour
5
Gastronomie
5
Konsumentenverhalten
5
Restaurant industry
5
Service recovery
4
Beziehungsmarketing
3
Relationship marketing
3
Dienstleistungssektor
2
Justice
2
Scenario analysis
2
Service failure
2
Service industry
2
Szenariotechnik
2
USA
2
United States
2
Affect fading
1
Affect intensity
1
Comparison
1
Customer service
1
Differential treatment
1
Emotion
1
Feldforschung
1
Field research
1
Kundenservice
1
Loyalty
1
Memory
1
Regression analysis
1
Regressionsanalyse
1
Research methodology
1
Restaurant service
1
Restaurants
1
Scarcity messages
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Jang, Soocheong
Guchait, Priyanko
7
Mattila, Anna S.
6
Miao, Li
3
Sparks, Beverley
3
Huey Chern Boo
2
Kim, Heewon
2
Kim, Hyunsu
2
Kim, Jong-hyeong
2
Kim, Kyungmin
2
Kim, Taegoo
2
Lee, Gyehee
2
Lee, Lindsey
2
Luo, Anqi
2
MacQuilken, Lisa
2
Madera, Juan M.
2
Magnini, Vincent P.
2
Meng, Fang
2
Ro, Heejung
2
So, Kevin Kam Fung
2
Sreejesh, S.
2
Taheri, Babak
2
Wang, Xingyu
2
Weber, Karin
2
Wei, Wei
2
Abu Farha, Allam K.
1
Adler, Howard
1
Aguilar-Rojas, Oscar
1
Akarsu, Tugra Nazlil
1
Al Khateeb, Amr
1
Ali, Faizan
1
Alnawas, Ibrahim
1
Andajigarmaroudi, Saeed
1
Assaf, A. Georges
1
Au, Norman
1
Baker, Melissa A.
1
Bradley, Graham L.
1
Butcher, Ken
1
Cai, Liping A.
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International journal of contemporary hospitality management
International journal of hospitality management
Journal of hospitality marketing & management
1
The journal of services marketing
1
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ECONIS (ZBW)
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1
Does social class matter in recovering self-service technology failures?
Kim, Heewon
;
Jang, Soocheong
- In:
International journal of contemporary hospitality management
34
(
2022
)
3
,
pp. 1135-1153
Persistent link: https://www.econbiz.de/10013164531
Saved in:
2
Is differential treatment in response to service failures effective? : the roles of comparison, loyalty, and scarcity messages
Kim, Heewon
;
Jang, Soocheong
- In:
International journal of hospitality management
95
(
2021
),
pp. 1-12
Persistent link: https://www.econbiz.de/10012547932
Saved in:
3
Factors affecting memorability of service failures : a longitudinal analysis
Kim, Jong-Hyeong
;
Jang, Soocheong
- In:
International journal of contemporary hospitality management
28
(
2016
)
8
,
pp. 1676-1701
Persistent link: https://www.econbiz.de/10011613986
Saved in:
4
A scenario-based experiment and a field study : a comparative examination for service failure and recovery
Kim, Jong-hyeong
;
Jang, Soocheong
- In:
International journal of hospitality management
41
(
2014
),
pp. 125-132
Persistent link: https://www.econbiz.de/10010403058
Saved in:
5
The fading effect bias : examining changes in affect and behavioral intention in restaurant service failures and reoveries
Kim, Jong-hyeong
;
Jang, Soocheong
- In:
International journal of hospitality management
40
(
2014
),
pp. 109-119
Persistent link: https://www.econbiz.de/10010388577
Saved in:
6
Effects of compensation for service recovery : from the equity theory perspective
Kwon, SoYeon
;
Jang, Soocheong
- In:
International journal of hospitality management
31
(
2012
)
4
,
pp. 1235-1243
Persistent link: https://www.econbiz.de/10009567530
Saved in:
7
Customer complaints in restaurants : do they differ by service stages and loyalty levels?
Namkung, Young
;
Jang, Soocheong
;
Choi, Soo Keun
- In:
International journal of hospitality management
30
(
2011
)
3
,
pp. 495-502
Persistent link: https://www.econbiz.de/10009130594
Saved in:
8
Perceived justice in service recovery and behavioral intentions : the role of relationship quality
Ha, Jooyeon
;
Jang, Soocheong
- In:
International journal of hospitality management
28
(
2009
)
3
,
pp. 319-327
Persistent link: https://www.econbiz.de/10003855714
Saved in:
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