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~isPartOf:"International journal of contemporary hospitality management"
~isPartOf:"Journal of business ethics : JOBE"
~isPartOf:"Journal of hospitality & tourism research : JHTR ; the professional journal of the Council on Hotel, Restaurant, and Institutional Education"
~subject:"Hotellerie"
~subject:"Restaurant industry"
~type:"article"
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Search: subject_exact:"Reklamation"
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Hotellerie
Restaurant industry
Beschwerdemanagement
38
Complaint management
38
Dienstleistungsqualität
29
Service quality
29
Customer satisfaction
24
Kundenzufriedenheit
24
Consumer behaviour
20
Konsumentenverhalten
20
Beziehungsmarketing
18
Relationship marketing
18
Customer service
9
Emotion
9
Kundenservice
9
Service recovery
8
Gastronomie
6
Viral marketing
6
Virales Marketing
6
Gastgewerbe
5
Hospitality industry
5
Hotel industry
5
service recovery
5
China
4
Mobile communications
4
Mobilkommunikation
4
Service failure
4
USA
4
United States
4
Arbeitszufriedenheit
3
Gerechtigkeit
3
Internet marketing
3
Job satisfaction
3
Justice
3
Online retailing
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Online-Handel
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Online-Marketing
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Service failures
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11
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11
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English
11
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Karatepe, Osman M.
2
Aguilar-Rojas, Oscar
1
Au, Norman
1
Bogicevic, Vanja
1
Bradley, Graham L.
1
Bujisic, Milos
1
Ekiz, Erdogan H.
1
Fandos-Herrera, Carmina
1
Flavián Blanco, Carlos
1
Jang, Soocheong
1
Jovanovic, Verka
1
Kim, Jong-Hyeong
1
Kim, Taegoo
1
Lee, Chung Hun
1
Lee, Gyehee
1
MacQuilken, Lisa
1
Noone, Breffni M.
1
Parsa, H. G.
1
Robertson, Nichola
1
Siu, Noel Yee-Man
1
Sparks, Beverley
1
Sukhu, Anupama
1
Weber, Karin
1
Yau, Cheuk-Ying Jackie
1
Yoo, Joanne Jung-eun
1
Zhang, Tracy Jun-Fheng
1
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International journal of contemporary hospitality management
Journal of business ethics : JOBE
Journal of hospitality & tourism research : JHTR ; the professional journal of the Council on Hotel, Restaurant, and Institutional Education
International journal of hospitality management
17
Journal of hospitality marketing & management
17
The journal of services marketing
4
Journal of travel and tourism marketing
3
Tourism management : research, policies, practice
3
Journal of vacation marketing : an international journal
2
Quality management journal : QMJ
2
The service industries journal
2
Administrative Sciences : open access journal
1
Aktuelle Entwicklungen im Dienstleistungsmarketing
1
Asia Pacific journal of marketing and logistics
1
Asia-Pacific journal of business administration
1
Chinese management studies : CMS
1
Cornell hospitality quarterly : CQ
1
Enlightening tourism : ET ; a pathmaking journal
1
Handbuch Hospitality Management : Managementkonzepte, Wettbewerbskontext, Unternehmenspraxis
1
Harmony versus conflict in Asian business : managing in a turbulent era
1
International journal of business and economics
1
International journal of management practice : IJMP
1
International journal of services, economics and management
1
Journal of African business
1
Journal of accounting & management information systems : JAMIS
1
Journal of global marketing
1
Journal of hospitality and tourism insights
1
Journal of retailing and consumer services
1
Journal of service theory and practice
1
Managing service quality : MSQ ; an international journal
1
Services marketing cases in emerging markets : an asian perspective
1
Services marketing quarterly
1
South Asian journal of marketing
1
The Cornell hospitality quarterly
1
Tourism analysis : an interdisciplinary tourism & hospitality journal
1
Tourism and hospitality research : the surrey quarterly review
1
Tourism management perspectives : TMP
1
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ECONIS (ZBW)
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1
It's raining complaints! : how weather factors drive consumer comments and word-of-mouth
Bujisic, Milos
;
Bogicevic, Vanja
;
Parsa, H. G.
; …
- In:
Journal of hospitality & tourism research : JHTR ; the …
43
(
2019
)
5
,
pp. 656-681
Persistent link: https://www.econbiz.de/10012053330
Saved in:
2
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:
3
What may lead you to recommend and revisit a hotel after a service failure instead of complaining?
Aguilar-Rojas, Oscar
;
Fandos-Herrera, Carmina
;
Flavián …
- In:
International journal of contemporary hospitality management
27
(
2015
)
2
,
pp. 214-235
Persistent link: https://www.econbiz.de/10011300096
Saved in:
4
The stress of anonymous online reviews: a conceptual model and research agenda
Bradley, Graham L.
;
Sparks, Beverley
;
Weber, Karin
- In:
International journal of contemporary hospitality management
27
(
2015
)
5
,
pp. 739-755
Persistent link: https://www.econbiz.de/10011405107
Saved in:
5
The roles of justice and customer satisfaction in customer retention : a lesson from service recovery
Siu, Noel Yee-Man
;
Zhang, Tracy Jun-Fheng
;
Yau, …
- In:
Journal of business ethics : JOBE
114
(
2013
)
4
,
pp. 675-686
Persistent link: https://www.econbiz.de/10009776404
Saved in:
6
Who chose this restaurant anyway? : the effect of responsibility for choice, guarantees, and failure stability on customer complaining
MacQuilken, Lisa
;
Robertson, Nichola
- In:
Journal of hospitality & tourism research : JHTR ; the …
37
(
2013
)
4
,
pp. 537-562
Persistent link: https://www.econbiz.de/10010206596
Saved in:
7
The effects of coworker and perceived organizational support on hotel employee outcomes : the moderating role of job embeddedness
Karatepe, Osman M.
- In:
Journal of hospitality & tourism research : JHTR ; the …
36
(
2012
)
4
,
pp. 495-516
Persistent link: https://www.econbiz.de/10009664101
Saved in:
8
Post-recovery customer relationships and customer partnerships in a restaurant setting
Kim, Taegoo
;
Yoo, Joanne Jung-eun
;
Lee, Gyehee
- In:
International journal of contemporary hospitality management
24
(
2012
)
3
,
pp. 381-401
Persistent link: https://www.econbiz.de/10009544820
Saved in:
9
Perceived organizational support, career satisfaction, and performance outcomes : a study of hotel employees in Cameroon
Karatepe, Osman M.
- In:
International journal of contemporary hospitality management
24
(
2012
)
5
,
pp. 735-752
Persistent link: https://www.econbiz.de/10009568731
Saved in:
10
Comparing Chinese and American attitudes towards complaining
Ekiz, Erdogan H.
;
Au, Norman
- In:
International journal of contemporary hospitality management
23
(
2011
)
3
,
pp. 327-343
Persistent link: https://www.econbiz.de/10009157090
Saved in:
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