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~isPartOf:"International journal of hospitality management"
~isPartOf:"International journal of production economics"
~isPartOf:"International journal of quality and service sciences"
~isPartOf:"Journal of the Academy of Marketing Science"
~subject:"Customer service"
~subject:"Markenführung"
~subject:"Restaurant industry"
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Search: subject_exact:"Customer complaints"
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Customer service
Markenführung
Restaurant industry
Beschwerdemanagement
92
Complaint management
92
Dienstleistungsqualität
70
Service quality
70
Customer satisfaction
53
Kundenzufriedenheit
53
Beziehungsmarketing
43
Relationship marketing
43
Consumer behaviour
36
Konsumentenverhalten
36
Service failure
26
Kundenservice
25
Service recovery
21
Dienstleistungssektor
16
Service industry
16
Emotion
14
Gastronomie
10
USA
9
United States
9
Gastgewerbe
7
Hospitality industry
7
Hotel industry
7
Hotellerie
7
Viral marketing
6
Virales Marketing
6
China
5
Gerechtigkeit
5
Justice
5
Service recovery performance
5
Brand image
4
Brand management
4
Customer integration
4
Hospital
4
Krankenhaus
4
Kundenintegration
4
Markenimage
4
Mobile communications
4
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20
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Article
36
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36
Aufsatz in Zeitschrift
36
Language
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English
36
Author
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Jang, Soocheong
4
Huey Chern Boo
2
MacQuilken, Lisa
2
Mattila, Anna S.
2
Sreejesh, S.
2
Ahasanul Haque
1
Andajigarmaroudi, Saeed
1
Arun Kumar Tarofder
1
Azam, S. M. Ferdous
1
Bilstein, Nicola
1
Borah, Sourav Bikash
1
Chacko, Dony Peter
1
Chebat, Jean-Charles
1
Chen, Jing
1
Cheng, Simone
1
Cheng, T. C. E.
1
Choi, Soo Keun
1
Choi, Youngsoo
1
El Hedhli, Kamel
1
Falk, Tomas
1
Gannon, Martin
1
Geng, Ruoqi
1
Gera, Rajat
1
Grégoire, Yany
1
Guchait, Priyanko
1
Ha, Jooyeon
1
Handrich, Matthias
1
Heidenreich, Sven
1
Heijden, Gielis A. H. van der
1
Ho, Ting Hin
1
Hogreve, Jens
1
Hong, Zhisheng
1
Johnen, Marius
1
Joireman, Jeff
1
Jose, Ajay
1
Karabas, Ismail
1
Khamitov, Mansur
1
Khoo-Lattimore, Catheryn
1
Kim, Hyunsu
1
Kim, Jong-hyeong
1
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Published in...
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International journal of hospitality management
International journal of production economics
International journal of quality and service sciences
Journal of the Academy of Marketing Science
Journal of business research : JBR
26
The journal of services marketing
17
Journal of hospitality marketing & management
14
Journal of retailing and consumer services
13
Journal of service research : JSR
8
The service industries journal
8
International journal of contemporary hospitality management
7
Journal of retailing
7
Journal of service research
7
Journal of service theory and practice
7
Psychology & marketing
7
Managing service quality : MSQ ; an international journal
6
Services marketing quarterly
6
Journal of hospitality & tourism research : JHTR ; the professional journal of the Council on Hotel, Restaurant, and Institutional Education
5
Marketing letters : a journal of research in marketing
5
Business horizons
4
International journal of operations & production management : IJOPM ; the official journal of the European Operations Management Association, EUROMA
4
Journal of travel and tourism marketing
4
Asia-Pacific journal of business administration
3
Gabler Edition Wissenschaft
3
Ilmenauer Schriften zur Betriebswirtschaftslehre
3
International journal of business information systems : IJBIS
3
International journal of services, economics and management
3
Journal of consumer marketing
3
Journal of hospitality and tourism insights
3
Journal of service management
3
Journal of service theory and practice : JSTP
3
Management science : journal of the Institute for Operations Research and the Management Sciences
3
Service business
3
Tourism management : research, policies, practice
3
Administrative Sciences : open access journal
2
Asia Pacific journal of marketing and logistics
2
Cogent business & management
2
Customer Relationship Management : neue CRM-Best-Practice-Fallstudien und -Konzepte zu Prozessen, Organisation, Mitarbeiterführung und Technologie
2
European journal of marketing
2
European journal of marketing : EJM
2
International journal of consumer studies
2
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ECONIS (ZBW)
36
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1
The role of switching cost in the e-service recovery framework among banking customers
Jose, Ajay
;
Mathew, Sonia
;
Rejikumar G.
;
Chacko, Dony Peter
- In:
International journal of quality and service sciences
14
(
2022
)
1
,
pp. 86-109
Persistent link: https://www.econbiz.de/10012884465
Saved in:
2
Service recovery in unaffected consumers : evidence of a recovery paradox
Wardley, Marcus
- In:
International journal of quality and service sciences
14
(
2022
)
1
,
pp. 121-132
Persistent link: https://www.econbiz.de/10012884467
Saved in:
3
Disentangling the dynamics of service failure and service recovery in peer-to-peer accommodations : a triadic perspective
Kim, Hyunsu
;
So, Kevin Kam Fung
;
Mihalik, Brian J.
- In:
International journal of hospitality management
100
(
2022
),
pp. 1-12
Persistent link: https://www.econbiz.de/10013266162
Saved in:
4
Investigating the effects of service recovery strategies on consumer forgiveness and post-trust in the food delivery sector
Gannon, Martin
;
Taheri, Babak
;
Rahimi, Roya
;
Okumus, …
- In:
International journal of hospitality management
107
(
2022
),
pp. 1-12
Persistent link: https://www.econbiz.de/10014227663
Saved in:
5
Managing customers' undesirable responses towards hospitality service brands during service failure : the moderating role of other customer perception
Sarkar, Abhigyan
;
Sarkar, Juhi Gahlot
;
Sreejesh, S.
- In:
International journal of hospitality management
94
(
2021
),
pp. 1-14
Persistent link: https://www.econbiz.de/10012495095
Saved in:
6
How should I respond to a complaining customer? : a model of Cognitive-Emotive-Behavioral from the perspective of restaurant service employees
Poh Theng Loo
;
Khoo-Lattimore, Catheryn
;
Huey Chern Boo
- In:
International journal of hospitality management
95
(
2021
),
pp. 1-10
Persistent link: https://www.econbiz.de/10012547701
Saved in:
7
Tell us your concern, and we shall together address! : role of service booking channels and brand equity on post-failure outcomes
Manu C
;
Sreejesh, S.
;
Paul, Justin
- In:
International journal of hospitality management
96
(
2021
),
pp. 1-13
Persistent link: https://www.econbiz.de/10012585701
Saved in:
8
When more pain is better : role of need for uniqueness in service evaluations of observable service recovery
Sharifi, Seyed Shahin
- In:
International journal of hospitality management
85
(
2020
),
pp. 1-11
Persistent link: https://www.econbiz.de/10012241354
Saved in:
9
Human staff vs. service robot vs. fellow customer : does it matter who helps your customer following a service failure incident?
Ho, Ting Hin
;
Tojib, Dewi
;
Tsarenko, Yelena
- In:
International journal of hospitality management
87
(
2020
),
pp. 1-10
Persistent link: https://www.econbiz.de/10012241791
Saved in:
10
Exploring guest response towards service failure in home-sharing : service presence and consumption motivation
Lu, Lu
;
Mody, Makarand Amrish
;
Andajigarmaroudi, Saeed
- In:
International journal of hospitality management
87
(
2020
),
pp. 1-11
Persistent link: https://www.econbiz.de/10012241810
Saved in:
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