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~isPartOf:"International journal of hospitality management"
~isPartOf:"International journal of services, economics and management"
~isPartOf:"Journal of service theory and practice"
~isPartOf:"Journal of travel and tourism marketing"
~subject:"Airbnb"
~subject:"China"
~subject:"Customer service"
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Search: subject_exact:"Customer complaints"
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Subject
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Airbnb
China
Customer service
Beschwerdemanagement
76
Complaint management
76
Dienstleistungsqualität
61
Service quality
61
Customer satisfaction
49
Kundenzufriedenheit
49
Beziehungsmarketing
37
Relationship marketing
37
Consumer behaviour
34
Konsumentenverhalten
34
Kundenservice
26
Service failure
21
Service recovery
15
Gastronomie
12
Restaurant industry
12
Emotion
11
Hotel industry
10
Hotellerie
10
Dienstleistungssektor
8
Gastgewerbe
8
Hospitality industry
8
Service industry
8
USA
8
United States
8
Service recovery performance
6
Mobile communications
5
Mobilkommunikation
5
Viral marketing
5
Virales Marketing
5
service failure
5
service recovery
5
Gerechtigkeit
4
Justice
4
Scenario analysis
4
Szenariotechnik
4
Artificial intelligence
3
Bibliometrics
3
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22
Free
2
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Article
33
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Article in journal
33
Aufsatz in Zeitschrift
33
Language
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English
33
Author
All
Sparks, Beverley
3
Ho, Ting Hin
2
Hsu, Cathy H. C.
2
Huey Chern Boo
2
MacQuilken, Lisa
2
Sörqvist, Patrik
2
Taheri, Babak
2
Weber, Karin
2
Adil, Mohd
1
Ahmadi, Zahra
1
Andajigarmaroudi, Saeed
1
Anwar, Sohail
1
Berggren, Benny
1
Bharti, Kumkum
1
Bidokhti, Bahare Sabzevari
1
Björkman, Jesper
1
Butcher, Ken
1
Casidy, Riza
1
Chang, Dong-shang
1
Cheng, Simone
1
Choi, Youngsoo
1
Chong, Han-Xi
1
Chuah, Stephanie Hui-wen
1
Chung, Jenq-hann
1
Cui, Jinsheng
1
Du, Jianguo
1
Edström, Andreas
1
Ek, Peter
1
Eugene Cheng-xi Aw
1
Fazli, S. Mohamad
1
Gannon, Martin
1
Geng, Ruoqi
1
Golmohammadi, Alireza
1
Guchait, Priyanko
1
Hong, Zhisheng
1
Hyun, Sunghyup Sean
1
Ishak Ismail
1
Jahandideh, Behrouz
1
Jebarajakirthy, Charles
1
Jin, Shuai
1
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Published in...
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International journal of hospitality management
International journal of services, economics and management
Journal of service theory and practice
Journal of travel and tourism marketing
Journal of business research : JBR
21
The journal of services marketing
15
Journal of retailing and consumer services
12
Journal of service research : JSR
10
International journal of contemporary hospitality management
8
Psychology & marketing
7
The service industries journal
7
Journal of retailing
6
Journal of service research
6
Services marketing quarterly
6
International journal of quality and service sciences
5
Journal of hospitality marketing & management
5
Managing service quality : MSQ ; an international journal
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 air transport management
4
Journal of hospitality & tourism research : JHTR ; the professional journal of the Council on Hotel, Restaurant, and Institutional Education
4
Journal of the Academy of Marketing Science
4
Service business
4
Gabler Edition Wissenschaft
3
Ilmenauer Schriften zur Betriebswirtschaftslehre
3
International journal of business information systems : IJBIS
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
Nankai business review international
3
Asia Pacific journal of marketing and logistics
2
Asia-Pacific journal of business administration
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
International journal of electronic commerce : IJEC
2
International journal of production economics
2
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ECONIS (ZBW)
33
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1
The demand-what-you-want strategy to service recovery : achieving high customer satisfaction with low service failure compensation using anchoring and precision effects
Korn, Nathalie
;
Björkman, Jesper
;
Ek, Peter
;
Pihlgren, …
- In:
Journal of service theory and practice
33
(
2023
)
7
,
pp. 73-93
Persistent link: https://www.econbiz.de/10014448174
Saved in:
2
Where service recovery meets its paradox : implications for avoiding overcompensation
Edström, Andreas
;
Nylander, Beatrice
;
Molin, Jonas
; …
- In:
Journal of service theory and practice
32
(
2022
)
7
,
pp. 1-13
Persistent link: https://www.econbiz.de/10013485922
Saved in:
3
Factors influencing consumer forgiveness : a systematic literature review and directions for future research
Kim, Yungchul
;
Ho, Ting Hin
;
Tan, Lay Peng
;
Casidy, Riza
- In:
Journal of service theory and practice
33
(
2023
)
5
,
pp. 601-628
Persistent link: https://www.econbiz.de/10014339764
Saved in:
4
When frontline robots emerge: the double-edged-sword effect of anticipated trust on intention to switch brands after service failure
Cui, Jinsheng
;
Zhang, Mengwei
;
Zhong, Jianan
- In:
Journal of service theory and practice
33
(
2023
)
6
,
pp. 842-872
Persistent link: https://www.econbiz.de/10014448129
Saved in:
5
Robot service failure : the double-edged sword effect of emotional labor in service recovery
Shi, Yunxia
;
Zhang, Rumeng
;
Ma, Chunhao
;
Wang, Lijie
- In:
Journal of service theory and practice
33
(
2023
)
1
,
pp. 72-88
Persistent link: https://www.econbiz.de/10014301943
Saved in:
6
Participative leadership and service recovery performance : a moderated mediation model
Khan, Muhammad Aamir Shafique
;
Du, Jianguo
;
Jin, Shuai
; …
- In:
Journal of service theory and practice
33
(
2023
)
4
,
pp. 537-555
Persistent link: https://www.econbiz.de/10014302373
Saved in:
7
Requirements analysis of customer service recovery system in hospitality industry using fuzzy DEMATEL and ANP
Saghih, Amir Mohammad Fakoor
;
Bidokhti, Bahare Sabzevari
- In:
International journal of services, economics and management
14
(
2023
)
1
,
pp. 108-132
Persistent link: https://www.econbiz.de/10014311183
Saved in:
8
Understanding the conceptualisation and strategies of service recovery processes in service organisations
Anwar, Sohail
- In:
International journal of services, economics and management
14
(
2023
)
2
,
pp. 175-197
Persistent link: https://www.econbiz.de/10014311637
Saved in:
9
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:
10
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:
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