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~isPartOf:"International journal of hospitality management"
~isPartOf:"Journal of marketing"
~isPartOf:"Journal of service theory and practice"
~subject:"Complaint management"
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Search: subject:"Customer satisfaction"
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Complaint management
Customer satisfaction
431
Kundenzufriedenheit
431
Dienstleistungsqualität
252
Service quality
252
Consumer behaviour
212
Konsumentenverhalten
212
Beziehungsmarketing
176
Relationship marketing
176
Hotel industry
120
Hotellerie
120
Gastronomie
90
Restaurant industry
90
Customer service
55
Emotion
55
Kundenservice
55
Satisfaction
55
Arbeitszufriedenheit
49
Job satisfaction
49
Beschwerdemanagement
47
USA
29
United States
29
Hospital
27
Krankenhaus
27
Viral marketing
26
Virales Marketing
26
Brand management
25
Markenführung
25
Hospitality industry
23
Gastgewerbe
22
Service failure
22
Tourism employees
20
Tourismusberufe
20
Arbeitsverhalten
18
Dienstleistungssektor
18
Service industry
18
Work behaviour
18
Brand image
17
Customer value
17
Kundenwert
17
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Undetermined
34
Free
2
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Article
47
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Article in journal
47
Aufsatz in Zeitschrift
47
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English
47
Author
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Guchait, Priyanko
6
Jang, Soocheong
4
Mattila, Anna S.
3
Ho, Ting Hin
2
Huey Chern Boo
2
Kim, Hyunsu
2
Kim, Jong-hyeong
2
Lee, Lindsey
2
Madera, Juan M.
2
So, Kevin Kam Fung
2
Sreejesh, S.
2
Sörqvist, Patrik
2
Wang, Xingyu
2
Adil, Mohd
1
Ahmadi, Zahra
1
Allard, Thomas
1
Andajigarmaroudi, Saeed
1
Andrews, Michelle
1
Assaf, A. Georges
1
Berggren, Benny
1
Bharti, Kumkum
1
Björkman, Jesper
1
Casidy, Riza
1
Cui, Jinsheng
1
Cvelbar, Ljubica Knežević
1
Dahl, Darren W.
1
Dawson, Mary
1
Deng, Xiaoyan
1
Du, Jianguo
1
Dunn, Lea H.
1
Edström, Andreas
1
Ek, Peter
1
Fornell, Claes
1
Gannon, Martin
1
Gao, Yixing
1
Guo, Xiaoshu
1
Ha, Jooyeon
1
Homburg, Christian
1
Hsu, Cathy H. C.
1
Hult, G. Tomas M.
1
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Published in...
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International journal of hospitality management
Journal of marketing
Journal of service theory and practice
Journal of business research : JBR
47
Journal of retailing and consumer services
33
The journal of services marketing
27
Journal of hospitality marketing & management
20
Service business
18
Journal of service research : JSR
15
International journal of contemporary hospitality management
14
The service industries journal
14
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
Journal of air transport management
8
Journal of service research
8
Services marketing quarterly
8
International journal of quality and service sciences
7
Journal of hospitality & tourism research : JHTR ; the professional journal of the Council on Hotel, Restaurant, and Institutional Education
7
Journal of retailing
7
Journal of service theory and practice : JSTP
7
Managing service quality : MSQ ; an international journal
7
Asia Pacific journal of marketing and logistics
6
Cogent business & management
6
Ilmenauer Schriften zur Betriebswirtschaftslehre
6
Journal of strategic marketing
6
Business horizons
5
Journal of consumer behaviour : an international research review
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
Journal of travel and tourism 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
Tourism management : research, policies, practice
4
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ECONIS (ZBW)
47
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47
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date (oldest first)
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
Customer intention to participate in service recovery : what is it and what are the drivers?
Singh, Gurbir
;
Mishra, Abhishek
- In:
Journal of service theory and practice
33
(
2023
)
6
,
pp. 873-900
Persistent link: https://www.econbiz.de/10014448148
Saved in:
6
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:
7
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:
8
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
Saved in:
9
Turning complaining customers into loyal customers: moderators of the complaint handling-customer loyalty relationship
Morgeson, Forrest V., III.
;
Hult, G. Tomas M.
;
Mithas, Sunil
- In:
Journal of marketing
84
(
2020
)
5
,
pp. 79-99
Persistent link: https://www.econbiz.de/10012271494
Saved in:
10
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:
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