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~isPartOf:"International journal of hospitality management"
~isPartOf:"Journal of service management"
~isPartOf:"Journal of strategic marketing"
~subject:"Complaint management"
~subject:"Hotel industry"
~subject:"Kundenzufriedenheit"
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Search: subject_exact:"Customer complaints"
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Complaint management
Hotel industry
Kundenzufriedenheit
Beschwerdemanagement
77
Dienstleistungsqualität
59
Service quality
59
Customer satisfaction
49
Consumer behaviour
36
Konsumentenverhalten
36
Beziehungsmarketing
33
Relationship marketing
33
Service failure
19
Customer service
18
Kundenservice
18
Service recovery
18
Emotion
12
Gastronomie
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Restaurant industry
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Dienstleistungssektor
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Service industry
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Gastgewerbe
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Gerechtigkeit
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Hospitality industry
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Hotellerie
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Justice
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USA
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Viral marketing
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Virales Marketing
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China
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Service recovery performance
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Online retailing
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Online-Handel
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Tourism industry
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Tourismuswirtschaft
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service recovery
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Airbnb
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Complaints
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Customer integration
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English
77
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Mattila, Anna S.
7
Guchait, Priyanko
6
Jang, Soocheong
6
Sreejesh, S.
4
MacQuilken, Lisa
3
Sparks, Beverley
3
Huang, Wen Hsien
2
Huey Chern Boo
2
Kim, Hyunsu
2
Kim, Jong-hyeong
2
Lee, Lindsey
2
Luo, Anqi
2
Madera, Juan M.
2
Magnini, Vincent P.
2
Manu C
2
Meng, Fang
2
Miao, Li
2
Paul, Justin
2
Ro, Heejung
2
Robertson, Nichola
2
So, Kevin Kam Fung
2
Taheri, Babak
2
Tronvoll, BÃ¥rd
2
Wang, Xingyu
2
Weber, Karin
2
Wei, Wei
2
Abbas, Ghassan
1
Adler, Howard
1
Ali, Faizan
1
Andajigarmaroudi, Saeed
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Aslan, Marjan
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Assaf, A. Georges
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Baker, Melissa A.
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Billore, Aditya
1
Bloemer, Johanna M.
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Bradley, Graham L.
1
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1
Butcher, Ken
1
Cai, Liping A.
1
Cai, Ruiying
1
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International journal of hospitality management
Journal of service management
Journal of strategic marketing
Journal of business research : JBR
72
Journal of retailing and consumer services
43
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 research
15
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
Marketing letters : a journal of research in marketing
12
SpringerLink / Bücher
12
International journal of consumer studies
11
Journal of marketing management : MM
10
International journal of quality and service sciences
9
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 travel and tourism marketing
8
Tourism management : research, policies, practice
8
Cogent business & management
7
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
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ECONIS (ZBW)
77
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1
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:
2
Self-service technology recovery : the importance of psychological need support
Keating, Byron W.
;
Aslan, Marjan
- In:
Journal of service management
34
(
2023
)
4
,
pp. 725-749
Persistent link: https://www.econbiz.de/10014338201
Saved in:
3
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:
4
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:
5
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:
6
Blame and service recovery strategies in lateral exchange markets
Ketron, Seth
;
Mai, Enping
- In:
Journal of strategic marketing
30
(
2022
)
1
,
pp. 3-21
Persistent link: https://www.econbiz.de/10013170039
Saved in:
7
Power of apologetic responses in online travel community
Guo, Xiaoshu
;
Ye, Qiang
;
Law, Chun Hung Roberts
;
Liang, Sai
- In:
International journal of hospitality management
103
(
2022
),
pp. 1-13
Persistent link: https://www.econbiz.de/10013209274
Saved in:
8
Resolving complaints online : development and validation of customers' perceived webcare scale
Sreejesh, S.
;
Paul, Justin
;
Unnithan, Anandakuttan B.
- In:
Journal of strategic marketing
30
(
2022
)
3
,
pp. 260-280
Persistent link: https://www.econbiz.de/10013284044
Saved in:
9
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:
10
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
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