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~isPartOf:"International journal of hospitality management"
~isPartOf:"International journal of quality and service sciences"
~isPartOf:"Journal of retailing and consumer services"
~isPartOf:"Marketing letters : a journal of research in marketing"
~subject:"Complaint management"
~subject:"Emotion"
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Search: subject_exact:"Customer complaints"
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Complaint management
Emotion
Beschwerdemanagement
119
Dienstleistungsqualität
99
Service quality
99
Customer satisfaction
83
Kundenzufriedenheit
83
Beziehungsmarketing
62
Relationship marketing
62
Consumer behaviour
54
Konsumentenverhalten
54
Service failure
39
Service recovery
37
Customer service
35
Kundenservice
35
Justice
15
Gerechtigkeit
14
Viral marketing
13
Virales Marketing
13
Dienstleistungssektor
11
Mobile communications
11
Mobilkommunikation
11
Service industry
11
USA
11
United States
11
Gastronomie
10
Restaurant industry
10
Gastgewerbe
8
Hospitality industry
8
Hotel industry
8
Hotellerie
8
Satisfaction
7
China
6
Co-creation
6
Customer integration
6
Ethiopia
6
Kundenintegration
6
Äthiopien
6
Brand image
5
Brand management
5
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Article
119
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119
Aufsatz in Zeitschrift
119
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English
119
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Guchait, Priyanko
6
Jang, Soocheong
6
Mattila, Anna S.
5
Karande, Kiran
3
Roschk, Holger
3
Gelbrich, Katja
2
Gohary, Ali
2
Hamzelu, Bahman
2
Harun, Ahasan
2
Huey Chern Boo
2
Jung, Jae Min
2
Khantimirov, Denis
2
Kim, Hyunsu
2
Kim, Jong-hyeong
2
Lee, Lindsey
2
Luo, Anqi
2
MacQuilken, Lisa
2
Madera, Juan M.
2
Magnini, Vincent P.
2
Meng, Fang
2
Miao, Li
2
Min, Kyeong Sam
2
Pacheco, Natália Araújo
2
Paul, Justin
2
Ro, Heejung
2
Rokonuzzaman, Md
2
Ryu, Kisang
2
Simon, Françoise
2
So, Kevin Kam Fung
2
Sparks, Beverley
2
Sreejesh, S.
2
Svari, Sander
2
Svensson, Göran
2
Taheri, Babak
2
Wang, Xingyu
2
Wei, Wei
2
Adler, Howard
1
Ahasanul Haque
1
Ali, Faizan
1
Alizadeh, Hamid
1
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International journal of hospitality management
International journal of quality and service sciences
Journal of retailing and consumer services
Marketing letters : a journal of research in marketing
Journal of business research : JBR
70
The journal of services marketing
43
Journal of hospitality marketing & management
31
Journal of service research : JSR
31
The service industries journal
27
International journal of contemporary hospitality management
20
Journal of the Academy of Marketing Science
20
Service business
20
Psychology & marketing
16
European journal of marketing : EJM
15
Journal of retailing
15
Journal of service management
14
Managing service quality : MSQ ; an international journal
14
Journal of hospitality & tourism research : JHTR ; the professional journal of the Council on Hotel, Restaurant, and Institutional Education
13
Services marketing quarterly
13
Journal of air transport management
12
Journal of consumer behaviour : an international research review
12
Journal of marketing
12
SpringerLink / Bücher
12
International journal of consumer studies
11
Journal of service research
11
Journal of marketing management : MM
10
Journal of service theory and practice
9
Journal of service theory and practice : JSTP
9
Asia Pacific journal of marketing and logistics
8
Business horizons
8
Erfolgreiches Beschwerdemanagement : Wege zu Prozessverbesserungen und Kundenzufriedenheit
8
Ilmenauer Schriften zur Betriebswirtschaftslehre
8
International journal of production economics
8
Journal of strategic marketing
8
Journal of travel and tourism marketing
8
Tourism management : research, policies, practice
8
Marketing intelligence & planning
7
Reihe: Wissenschaftliche Arbeitspapiere / W / Institut für Marktorientierte Unternehmensführung, Universität Mannheim
7
Total quality management & business excellence : an official journal of the European Society for Organisational Excellence
7
Cogent business & management
6
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ECONIS (ZBW)
119
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119
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1
Money for nothing : the impact of compensation on customers' bad-mouthing in service recovery encounters
Arsenovic, Jasenko
;
Edvardsson, Bo
;
Otterbring, Tobias
; …
- In:
Marketing letters : a journal of research in marketing
34
(
2023
)
1
,
pp. 69-82
Persistent link: https://www.econbiz.de/10014265992
Saved in:
2
Customers' intention to compliment and complain via AI-enabled platforms : a self-disclosure perspective
Cai, Ruiying
;
Wang, Yao-Chin
;
Sun, Jie
- In:
International journal of hospitality management
116
(
2024
),
pp. 1-12
Persistent link: https://www.econbiz.de/10014457799
Saved in:
3
Role of downward versus upward social comparison in service recovery : testing a mediated moderation model with two empirical studies
Chen, Ke
;
Zhan, Wu
;
Sharma, Piyush
- In:
Journal of retailing and consumer services
75
(
2023
),
pp. 1-13
Persistent link: https://www.econbiz.de/10014372531
Saved in:
4
Examining the impact of service robot communication styles on customer intimacy following service failure
Park, Junsung
;
Yoo, Joon Woo
;
Cho, Youngju
;
Park, Heejun
- In:
Journal of retailing and consumer services
75
(
2023
),
pp. 1-9
Persistent link: https://www.econbiz.de/10014372639
Saved in:
5
Emotion and trust in virtual service assistant design for effective service recovery
Le, Hoang T. P. M.
;
Park, Jungkun
;
Lee, Sangwoo
- In:
Journal of retailing and consumer services
74
(
2023
),
pp. 1-11
Persistent link: https://www.econbiz.de/10014364045
Saved in:
6
Would you try it again? : dual effects of customer mindfulness on service recovery
Martinez, Luisa M.
;
Pacheco, Natália Araújo
;
Ramos, …
- In:
Journal of retailing and consumer services
74
(
2023
),
pp. 1-13
Persistent link: https://www.econbiz.de/10014364668
Saved in:
7
The role of socially rich photos in generating favorable donation behavior on charity websites
Bataoui, Soffien
;
Boch, Emmanuelle
- In:
Journal of retailing and consumer services
74
(
2023
),
pp. 1-16
Persistent link: https://www.econbiz.de/10014364672
Saved in:
8
May robots be held responsible for service failure and recovery? : the role of robot service provider agents' human-likeness
Arikan, Esra
;
Altinigne, Nesenur
;
Kuzgun, Ebru
;
Okan, Mehmet
- In:
Journal of retailing and consumer services
70
(
2023
),
pp. 1-11
Persistent link: https://www.econbiz.de/10014240279
Saved in:
9
An interactive service recovery framework combining demand and supply approaches
Jin, Dan
;
DiPietro, Robin B.
;
Kim, Kawon Kathy
;
Meng, Fang
- In:
International journal of hospitality management
109
(
2023
),
pp. 1-17
Persistent link: https://www.econbiz.de/10014282502
Saved in:
10
The evolution of service failure and recovery research in hospitality and tourism : an integrative review and future research directions
Kim, Hyunsu
;
So, Kevin Kam Fung
- In:
International journal of hospitality management
111
(
2023
),
pp. 1-13
Persistent link: https://www.econbiz.de/10014310875
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