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~isPartOf:"International journal of contemporary hospitality management"
~isPartOf:"Journal of hospitality & tourism research : JHTR ; the professional journal of the Council on Hotel, Restaurant, and Institutional Education"
~subject:"Consumer behaviour"
~subject:"Mobile communications"
~subject:"Restaurant industry"
~subject:"Service failures"
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Search: subject_exact:"Reklamation"
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Consumer behaviour
Mobile communications
Restaurant industry
Service failures
Beschwerdemanagement
33
Complaint management
33
Dienstleistungsqualität
27
Service quality
27
Customer satisfaction
21
Kundenzufriedenheit
21
Konsumentenverhalten
19
Beziehungsmarketing
16
Relationship marketing
16
Customer service
8
Kundenservice
8
Service recovery
8
Emotion
7
Viral marketing
6
Virales Marketing
6
Gastgewerbe
5
Gastronomie
5
Hospitality industry
5
Hotel industry
5
Hotellerie
5
China
4
Mobilkommunikation
4
service recovery
4
Internet marketing
3
Online-Marketing
3
Service failure
3
Social Web
3
Social web
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Tourism industry
3
Tourismuswirtschaft
3
service failure
3
Airline
2
Arbeitszufriedenheit
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Cameroon
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Comparison
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23
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Chi, Christina Geng-Qing
2
Huang, Zhuowei
2
Jang, Soocheong
2
Mattila, Anna S.
2
Miao, Li
2
Abu Farha, Allam K.
1
Aguilar-Rojas, Oscar
1
Al Khateeb, Amr
1
Alnawas, Ibrahim
1
Baker, Melissa A.
1
Berry, Riley
1
Bogicevic, Vanja
1
Bradley, Graham L.
1
Bujisic, Milos
1
Cai, Ruiying
1
Chi, Christina Geng-qing
1
Cobanoglu, Cihan
1
Fandos-Herrera, Carmina
1
Flavián Blanco, Carlos
1
Fong, Lawrence Hoc Nang
1
Fu, Xiaoxiao
1
Gong, Jin-Hong
1
Green, Alison
1
Guan, Xin-Hua
1
Gursoy, Dogan
1
Hanks, Lydia
1
Hu, Yaou
1
Huang, Yinghua
1
Jovanovic, Verka
1
Kim, Heewon
1
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1
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1
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1
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1
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1
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International journal of contemporary hospitality management
Journal of hospitality & tourism research : JHTR ; the professional journal of the Council on Hotel, Restaurant, and Institutional Education
Journal of business research : JBR
42
International journal of hospitality management
32
Journal of hospitality marketing & management
27
Journal of retailing and consumer services
23
The journal of services marketing
23
Journal of service research : JSR
17
European journal of marketing : EJM
13
Psychology & marketing
13
Managing service quality : MSQ ; an international journal
10
Service business
10
International journal of consumer studies
9
Journal of service management
9
Journal of retailing
8
Journal of service research
8
Services marketing quarterly
8
The service industries journal
8
Ilmenauer Schriften zur Betriebswirtschaftslehre
7
Journal of marketing
7
Business horizons
6
Cogent business & management
6
International journal of quality and service sciences
5
Journal of service theory and practice
5
Journal of the Academy of Marketing Science
5
Journal of travel and tourism marketing
5
Marketing intelligence & planning
5
Marketing letters : a journal of research in marketing
5
Marketing science : the marketing journal of the Institute for Operations Research and the Management Sciences
5
International journal of services and operations management
4
Journal of consumer behaviour : an international research review
4
Journal of consumer marketing
4
Journal of marketing management : MM
4
Journal of service theory and practice : JSTP
4
Journal of strategic marketing
4
Tourism management : research, policies, practice
4
Working papers / Institut für Wirtschaftsinformatik der Universität Bern
4
Asia Pacific journal of marketing and logistics
3
Asia-Pacific journal of business administration
3
Gabler Edition Wissenschaft
3
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ECONIS (ZBW)
23
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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
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:
5
The effects of intragroup guanxi interaction on customers' intentions to complain
Xu, Xing'an
;
Chi, Christina Geng-Qing
;
Cai, Ruiying
;
Pan, Li
- In:
Journal of hospitality & tourism research : JHTR ; the …
46
(
2022
)
7
,
pp. 1411-1435
Persistent link: https://www.econbiz.de/10013387411
Saved in:
6
How sincere is an apology? : recovery satisfaction in a robot service failure context
Hu, Yaou
;
Min, Hyounae
;
Su, Na
- In:
Journal of hospitality & tourism research : JHTR ; the …
45
(
2021
)
6
,
pp. 1022-1043
Persistent link: https://www.econbiz.de/10012592331
Saved in:
7
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:
8
How we complain : the effect of personality on consumer complaint channels
Berry, Riley
;
Tanford, Sarah
;
Montgomery, Rhonda
; …
- In:
Journal of hospitality & tourism research : JHTR ; the …
42
(
2018
)
1
,
pp. 74-101
Persistent link: https://www.econbiz.de/10011912154
Saved in:
9
Developing a consumer complaining and recovery effort scale
Lu, Lu
;
Gursoy, Dogan
;
Chi, Christina Geng-Qing
;
Xiao, …
- In:
Journal of hospitality & tourism research : JHTR ; the …
42
(
2018
)
5
,
pp. 686-715
Persistent link: https://www.econbiz.de/10011912319
Saved in:
10
Other customer service failures : emotions, impacts, and attributions
Baker, Melissa A.
;
Kim, Kawon Kathy
- In:
Journal of hospitality & tourism research : JHTR ; the …
42
(
2018
)
7
,
pp. 1067-1085
Persistent link: https://www.econbiz.de/10011922297
Saved in:
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