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~isPartOf:"International journal of contemporary hospitality management"
~subject:"Customer satisfaction"
~subject:"Restaurant industry"
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Search: subject_exact:"Reklamation"
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Customer satisfaction
Restaurant industry
Beschwerdemanagement
20
Complaint management
20
Dienstleistungsqualität
17
Service quality
17
Kundenzufriedenheit
14
Beziehungsmarketing
11
Consumer behaviour
11
Konsumentenverhalten
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Relationship marketing
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Service recovery
8
Customer service
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Emotion
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Viral marketing
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Virales Marketing
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China
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Gastgewerbe
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Gastronomie
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Hotel industry
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Service failure
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Job satisfaction
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Jang, Soocheong
2
Abu Farha, Allam K.
1
Aguilar-Rojas, Oscar
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Akarsu, Tugra Nazlil
1
Al Khateeb, Amr
1
Alnawas, Ibrahim
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Bradley, Graham L.
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Do The Khoa
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Fandos-Herrera, Carmina
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Flavián Blanco, Carlos
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Fong, Lawrence Hoc Nang
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Fu, Xiaoxiao
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Høgevold, Nils
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Lee, Gyehee
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Sparks, Beverley
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International journal of contemporary hospitality management
Journal of business research : JBR
47
International journal of hospitality management
37
Journal of retailing and consumer services
33
The journal of services marketing
29
Journal of hospitality marketing & management
24
Service business
18
The service industries journal
16
Journal of service research : JSR
15
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
Services marketing quarterly
9
Journal of air transport management
8
Journal of hospitality & tourism research : JHTR ; the professional journal of the Council on Hotel, Restaurant, and Institutional Education
8
Journal of service research
8
Journal of service theory and practice
8
Managing service quality : MSQ ; an international journal
8
International journal of quality and service sciences
7
Journal of retailing
7
Journal of service theory and practice : JSTP
7
Asia Pacific journal of marketing and logistics
6
Cogent business & management
6
Ilmenauer Schriften zur Betriebswirtschaftslehre
6
Journal of marketing
6
Journal of strategic marketing
6
Journal of travel and tourism marketing
6
Business horizons
5
Journal of consumer behaviour : an international research review
5
Tourism management : research, policies, practice
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
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
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ECONIS (ZBW)
15
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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
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
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:
7
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:
8
New aspects of research to assess and manage critical incidents in service encounters : teleological actions, interactive interface and perceptual gaps
Padin, Carmen
;
Svensson, Göran
;
Otero-Neira, Carmen
; …
- In:
International journal of contemporary hospitality management
27
(
2015
)
1
,
pp. 27-51
Persistent link: https://www.econbiz.de/10010516547
Saved in:
9
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:
10
Customer responses to integrity issues for travel services in China : a content analysis based on online complaints
Gong, Jin-Hong
;
Xie, Li-Shan
;
Peng, Jia-Min
;
Guan, Xin-Hua
- In:
International journal of contemporary hospitality management
27
(
2015
)
2
,
pp. 199-213
Persistent link: https://www.econbiz.de/10011300098
Saved in:
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