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~isPartOf:"International journal of contemporary hospitality management"
~isPartOf:"Journal of business research : JBR"
~subject:"Beschwerdemanagement"
~subject:"Complaint management"
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Search: subject:"Customer satisfaction"
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Beschwerdemanagement
Complaint management
Customer satisfaction
431
Kundenzufriedenheit
429
Dienstleistungsqualität
227
Service quality
227
Consumer behaviour
219
Konsumentenverhalten
219
Beziehungsmarketing
189
Relationship marketing
189
Satisfaction
53
Hotel industry
51
Hotellerie
51
Customer service
47
Kundenservice
47
Emotion
39
Brand image
35
Markenimage
35
Arbeitszufriedenheit
34
Job satisfaction
34
Brand management
33
Markenführung
33
Viral marketing
33
Virales Marketing
33
Holiday behaviour
27
Urlaubsverhalten
27
Gastronomie
26
Restaurant industry
26
Service recovery
26
Service failure
25
Online retailing
24
Online-Handel
24
Dienstleistungssektor
22
Service industry
22
Tourism
21
Tourismus
20
Customer loyalty
19
Social Web
19
Social web
19
Tourism industry
19
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59
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59
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English
59
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Balaji, M. S.
3
Chebat, Jean-Charles
3
Grégoire, Yany
2
Gäthke, Jana
2
Huang, Minxue
2
Hutzinger, Clemens
2
Jang, Soocheong
2
Krishnan, Balaji C.
2
Salo, Jari
2
Sengupta, Aditi Sarkar
2
Tsang, Alex S. L.
2
Weitzl, Wolfgang
2
Zhou, Nan
2
Zhou, Yuanyuan
2
Abu Farha, Allam K.
1
Aghazadeh, Hashem
1
Aguilar-Rojas, Oscar
1
Akarsu, Tugra Nazlil
1
Al Khateeb, Amr
1
Alamanos, Eleftherios
1
Alatalo, Sari
1
Ali, Faizan
1
Alnawas, Ibrahim
1
Armirotto, Vincent
1
Arsenovic, Jasenko
1
Azemi, Yllka
1
Bacile, Todd J.
1
Baker, Melissa A.
1
Baliga, Ashwin J.
1
Bian, Xuemei
1
Biraglia, Alessandro
1
Borges, Adilson
1
Butori, Raphaëlle
1
Béal, Mathieu
1
Cai, Ruiying
1
Chawla, Vaibhav
1
Chen, Pei-Chi
1
Chen, Tong
1
Chi, Nai-Wen
1
Cho, Wonae
1
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International journal of contemporary hospitality management
Journal of business research : JBR
International journal of hospitality management
33
Journal of retailing and consumer services
33
The journal of services marketing
27
Journal of hospitality marketing & management
20
Service business
18
Journal of service research : JSR
15
The service industries journal
14
Journal of the Academy of Marketing Science
11
European journal of marketing : EJM
10
Journal of service management
10
Marketing letters : a journal of research in marketing
10
Psychology & marketing
9
Journal of air transport management
8
Journal of service theory and practice
8
Services marketing quarterly
8
International journal of quality and service sciences
7
Journal of hospitality & tourism research : JHTR ; the professional journal of the Council on Hotel, Restaurant, and Institutional Education
7
Journal of retailing
7
Journal of service theory and practice : JSTP
7
Managing service quality : MSQ ; an international journal
7
Asia Pacific journal of marketing and logistics
6
Ilmenauer Schriften zur Betriebswirtschaftslehre
6
Journal of marketing
6
Journal of strategic marketing
6
Business horizons
5
Cogent business & management
5
Journal of consumer behaviour : an international research review
5
Journal of service research
5
Australasian marketing journal
4
International journal of operations & production management : IJOPM ; the official journal of the European Operations Management Association, EUROMA
4
International journal of services and operations management
4
International journal of services, economics and management
4
Journal of consumer marketing
4
Journal of travel and tourism marketing
4
SpringerLink / Bücher
4
Total quality management & business excellence
4
Total quality management & business excellence : an official journal of the European Society for Organisational Excellence
4
Tourism management : research, policies, practice
4
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ECONIS (ZBW)
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51
The effects of social justice and stigma-consciousness on gay customers' service recovery evaluation
Ro, Heejung
;
Olson, Eric
- In:
Journal of business research : JBR
67
(
2014
)
6
,
pp. 1162-1169
Persistent link: https://www.econbiz.de/10010365163
Saved in:
52
Hospitality-based critical incidents : a cross-cultural comparison
Swanson, Scott R.
;
Huang, Yinghua
;
Wang, Baoheng
- In:
International journal of contemporary hospitality management
26
(
2014
)
1
,
pp. 50-68
Persistent link: https://www.econbiz.de/10010249721
Saved in:
53
Group service recovery strategies effectiveness : the moderating effects of group size and relational distance
Zhou, Yuanyuan
;
Tsang, Alex S. L.
;
Huang, Minxue
;
Zhou, Nan
- In:
Journal of business research : JBR
67
(
2014
)
11
,
pp. 2480-2485
Persistent link: https://www.econbiz.de/10010402748
Saved in:
54
Triggers and inhibitors of illegitimate customer complaining behavior : anecdotes from frontline employees in the hospitality industry
Huang, Zhuowei
;
Zhao, Chen
;
Miao, Li
;
Fu, Xiaoxiao
- In:
International journal of contemporary hospitality management
26
(
2014
)
4
,
pp. 544-571
Persistent link: https://www.econbiz.de/10010387391
Saved in:
55
Should retailers pay to bring customers back? : the impact of quick response and coupons on purchase outcomes
Goudarzi, Kiane
;
Borges, Adilson
;
Chebat, Jean-Charles
- In:
Journal of business research : JBR
66
(
2013
)
5
,
pp. 665-669
Persistent link: https://www.econbiz.de/10009734833
Saved in:
56
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:
57
The voice of touristis with mobility disabilities : insights from online customer complaint websites
Kim, Song Ee
;
Lehto, Xinran Y.
- In:
International journal of contemporary hospitality management
24
(
2012
)
3
,
pp. 451-476
Persistent link: https://www.econbiz.de/10009545478
Saved in:
58
The role of self-service technologies in restoring justice
Mattila, Anna S.
;
Cho, Wonae
;
Ro, Heejung Cheyenne
- In:
Journal of business research : JBR
64
(
2011
)
4
,
pp. 348-355
Persistent link: https://www.econbiz.de/10008859035
Saved in:
59
Consumer revenge behavior : a cross-cultural perspective
Zourrig, Haithem
;
Chebat, Jean-Charles
;
Toffoli, Roy
- In:
Journal of business research : JBR
62
(
2009
)
10
,
pp. 995-1001
Persistent link: https://www.econbiz.de/10003887612
Saved in:
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