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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:"Markenführung"
~subject:"Restaurant industry"
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Search: subject_exact:"Customer complaints"
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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
Customer service
25
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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Article
14
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14
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English
14
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Jang, Soocheong
4
MacQuilken, Lisa
2
Sreejesh, S.
2
Cheng, Simone
1
Choi, Soo Keun
1
Grégoire, Yany
1
Ha, Jooyeon
1
Huey Chern Boo
1
Johnen, Marius
1
Khamitov, Mansur
1
Khoo-Lattimore, Catheryn
1
Kim, Jong-hyeong
1
Kwon, SoYeon
1
Lam, Terry
1
Lee, Jin-soon
1
Manu C
1
Mattila, Anna S.
1
McDonald, Heath
1
Namkung, Young
1
Pan, Steve
1
Paul, Justin
1
Poh Theng Loo
1
Robertson, Nichola
1
Sarkar, Abhigyan
1
Sarkar, Juhi Gahlot
1
Schnittka, Oliver
1
Suri, Anshu
1
Tsai, Henry
1
Vocino, Andrea
1
Yang, Wan
1
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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 hospitality marketing & management
9
Journal of business research : JBR
7
International journal of contemporary hospitality management
3
Journal of retailing and consumer services
3
Asia-Pacific journal of business administration
2
Journal of hospitality & tourism research : JHTR ; the professional journal of the Council on Hotel, Restaurant, and Institutional Education
2
Journal of travel and tourism marketing
2
Quality management journal : QMJ
2
The journal of services marketing
2
The service industries journal
2
Administrative Sciences : open access journal
1
Asia Pacific journal of marketing and logistics
1
Business horizons
1
Chinese management studies : CMS
1
Cornell hospitality quarterly : CQ
1
Gabler Edition Wissenschaft / Innovatives Markenmanagement
1
Gabler Edition Wissenschaft : Focus Dienstleistungsmarketing
1
Harmony versus conflict in Asian business : managing in a turbulent era
1
International marketing review
1
Inventi impact: retailing & consumer services
1
Journal of African business
1
Journal of advertising research
1
Journal of business ethics : JOBE
1
Journal of consumer marketing
1
Journal of financial services marketing
1
Journal of financial services marketing : JFSM
1
Journal of hospitality and tourism insights
1
Journal of marketing management : MM
1
Journal of retailing
1
Journal of service research
1
Journal of service theory and practice
1
Managing service quality : MSQ ; an international journal
1
Services marketing quarterly
1
South Asian journal of marketing
1
The Cornell hospitality quarterly
1
The Lahore journal of business
1
The art of digital marketing for fashion and luxury brands : market spaces and marketplaces
1
The journal of product & brand management
1
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ECONIS (ZBW)
14
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14
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date (oldest first)
1
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:
2
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:
3
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:
4
A systematic review of brand transgression, service failure recovery and product-harm crisis : integration and guiding insights
Khamitov, Mansur
;
Grégoire, Yany
;
Suri, Anshu
- In:
Journal of the Academy of Marketing Science
48
(
2020
)
3
,
pp. 519-542
Persistent link: https://www.econbiz.de/10012290970
Saved in:
5
When pushing back is good : the effectiveness of brand responses to social media complaints
Johnen, Marius
;
Schnittka, Oliver
- In:
Journal of the Academy of Marketing Science
47
(
2019
)
5
,
pp. 858-878
Persistent link: https://www.econbiz.de/10012107337
Saved in:
6
The fading effect bias : examining changes in affect and behavioral intention in restaurant service failures and reoveries
Kim, Jong-hyeong
;
Jang, Soocheong
- In:
International journal of hospitality management
40
(
2014
),
pp. 109-119
Persistent link: https://www.econbiz.de/10010388577
Saved in:
7
Examining perceived betrayal, desire for revenge and avoidance, and the moderating effect of relational benefits
Lee, Jin-soon
;
Pan, Steve
;
Tsai, Henry
- In:
International journal of hospitality management
32
(
2013
),
pp. 80-90
Persistent link: https://www.econbiz.de/10009717667
Saved in:
8
Is guarantee compensation enough? : the important role of fix and employee effort in restoring justice
MacQuilken, Lisa
;
McDonald, Heath
;
Vocino, Andrea
- In:
International journal of hospitality management
33
(
2013
),
pp. 41-50
Persistent link: https://www.econbiz.de/10009746522
Saved in:
9
The role of tie strength on consumer dissatisfaction responses
Yang, Wan
;
Mattila, Anna S.
- In:
International journal of hospitality management
31
(
2012
)
2
,
pp. 399-404
Persistent link: https://www.econbiz.de/10009503304
Saved in:
10
Effects of compensation for service recovery : from the equity theory perspective
Kwon, SoYeon
;
Jang, Soocheong
- In:
International journal of hospitality management
31
(
2012
)
4
,
pp. 1235-1243
Persistent link: https://www.econbiz.de/10009567530
Saved in:
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