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~isPartOf:"International journal of contemporary hospitality management"
~isPartOf:"Journal of consumer behaviour : an international research review"
~subject:"China"
~subject:"Complaint management"
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China
Complaint management
Customer satisfaction
168
Kundenzufriedenheit
168
Dienstleistungsqualität
95
Service quality
95
Consumer behaviour
82
Konsumentenverhalten
82
Beziehungsmarketing
57
Relationship marketing
57
Hotel industry
48
Hotellerie
48
Gastronomie
24
Restaurant industry
24
Beschwerdemanagement
19
Emotion
16
Viral marketing
15
Virales Marketing
15
Gastgewerbe
14
Holiday behaviour
14
Hospitality industry
14
Urlaubsverhalten
14
Arbeitszufriedenheit
13
Customer service
13
Job satisfaction
13
Kundenservice
13
Quality management
13
Qualitätsmanagement
13
Satisfaction
13
Tourism industry
12
Tourismuswirtschaft
12
USA
12
United States
12
Customer loyalty
11
Brand image
10
Markenimage
10
Tourism
10
Tourismus
9
Brand management
8
Markenführung
8
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11
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Article
28
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Article in journal
28
Aufsatz in Zeitschrift
28
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English
28
Author
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Jang, Soocheong
2
Swanson, Scott R.
2
Abu Farha, Allam K.
1
Aguilar-Rojas, Oscar
1
Akarsu, Tugra Nazlil
1
Al Khateeb, Amr
1
Alden, Dana
1
Alnawas, Ibrahim
1
An, Shenghui
1
Chen, Qimei
1
Chen, Xiaohong
1
Chiang, Chia-Hao
1
Do The Khoa
1
Fabrize, Robert O.
1
Fandos-Herrera, Carmina
1
Feng, Gengzhong
1
Flavián Blanco, Carlos
1
Fong, Hoi In Veronica
1
Fong, Lawrence Hoc Nang
1
Foroudi, Pantea
1
Fu, Xiaoxiao
1
Gip, Huy
1
Gong, Jin-Hong
1
Guan, Xin-Hua
1
Guchait, Priyanko
1
Hanks, Lydia
1
He, Yi
1
He, Yuanqiong
1
Hibbert, Sally A.
1
Hogg, Margaret K.
1
Huang, Yinghua
1
Huang, Zhuowei
1
Hung, Kam
1
Høgevold, Nils
1
Jiang, Fuxin
1
Kim, Heewon
1
Kim, Jong-Hyeong
1
Kim, Song Ee
1
Kim, Taegoo
1
Lai, Kin Keung
1
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Published in...
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International journal of contemporary hospitality management
Journal of consumer behaviour : an international research review
Journal of business research : JBR
51
International journal of hospitality management
39
Journal of retailing and consumer services
39
The journal of services marketing
29
Journal of hospitality marketing & management
26
Service business
20
Journal of travel and tourism marketing
19
Journal of service research : JSR
16
The service industries journal
16
Journal of hospitality & tourism research : JHTR ; the professional journal of the Council on Hotel, Restaurant, and Institutional Education
13
European journal of marketing : EJM
12
Asia Pacific journal of marketing and logistics
11
Journal of air transport management
11
Journal of the Academy of Marketing Science
11
Journal of service management
10
Marketing letters : a journal of research in marketing
10
Psychology & marketing
10
Services marketing quarterly
9
Total quality management & business excellence : an official journal of the European Society for Organisational Excellence
9
Tourism management : research, policies, practice
9
Journal of service theory and practice
8
Journal of strategic marketing
8
International journal of quality and service sciences
7
International journal of services, economics and management
7
Journal of retailing
7
Journal of service theory and practice : JSTP
7
Managing service quality : MSQ ; an international journal
7
Tourism management perspectives : TMP
7
Cogent business & management
6
Ilmenauer Schriften zur Betriebswirtschaftslehre
6
Industrial marketing management : the international journal for industrial and high-tech firms
6
Journal of hospitality and tourism insights
6
Journal of marketing
6
Business horizons
5
International journal of production economics
5
International journal of quality & reliability management
5
Journal of business ethics : JOBE
5
Journal of international consumer marketing
5
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ECONIS (ZBW)
28
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28
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date (oldest first)
1
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:
2
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
Saved in:
3
The effect of service failure severity on brand forgiveness : the moderating role of interpersonal attachment styles and thinking styles
Alnawas, Ibrahim
;
Al Khateeb, Amr
;
Abu Farha, Allam K.
; …
- In:
International journal of contemporary hospitality management
35
(
2023
)
5
,
pp. 1691-1712
Persistent link: https://www.econbiz.de/10014280877
Saved in:
4
How organizational dehumanization impacts hospitality employees service recovery performance and sabotage behaviors : the role of psychological well-being and tenure
Gip, Huy
;
Guchait, Priyanko
;
Paşamehmetoğlu, Aysin
; …
- In:
International journal of contemporary hospitality management
35
(
2023
)
1
,
pp. 64-91
Persistent link: https://www.econbiz.de/10013546019
Saved in:
5
Service failure research in the hospitality and tourism industry : a synopsis of past, present and future dynamics from 2001 to 2020
Akarsu, Tugra Nazlil
;
Marvi, Reza
;
Foroudi, Pantea
- In:
International journal of contemporary hospitality management
35
(
2023
)
1
,
pp. 186-217
Persistent link: https://www.econbiz.de/10013546041
Saved in:
6
The impact of COVID-19 on hotel
customer
satisfaction
: evidence from Beijing and Shanghai in China
Sun, Shaolong
;
Jiang, Fuxin
;
Feng, Gengzhong
;
Wang, Shouyang
- In:
International journal of contemporary hospitality management
34
(
2022
)
1
,
pp. 382-406
Persistent link: https://www.econbiz.de/10012798197
Saved in:
7
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:
8
Exploring multidimensional quality attributes of incentive travels
Lee, Jin-soo
;
Chiang, Chia-Hao
- In:
International journal of contemporary hospitality management
29
(
2017
)
8
,
pp. 2198-2214
Persistent link: https://www.econbiz.de/10011783645
Saved in:
9
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:
10
Understanding the normative expectations of customers toward Buddhism-themed hotels : a revisit of service quality
Hung, Kam
;
Wang, Sha
;
Tang, Chaohua
- In:
International journal of contemporary hospitality management
27
(
2015
)
7
,
pp. 1409-1441
Persistent link: https://www.econbiz.de/10011473834
Saved in:
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