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~isPartOf:"International journal of hospitality management"
~isPartOf:"Journal of service management"
~isPartOf:"Marketing intelligence & planning"
~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
76
Dienstleistungsqualität
57
Service quality
57
Customer satisfaction
46
Consumer behaviour
36
Konsumentenverhalten
36
Beziehungsmarketing
34
Relationship marketing
34
Service recovery
21
Customer service
19
Kundenservice
19
Service failure
19
Emotion
11
Gastronomie
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Restaurant industry
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Dienstleistungssektor
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Service industry
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Hospitality industry
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Hotellerie
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USA
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United States
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China
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Gerechtigkeit
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Justice
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Mobile communications
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Mobilkommunikation
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Service recovery performance
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Viral marketing
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Virales Marketing
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Tourism industry
4
Tourismuswirtschaft
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Airbnb
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Complaints
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Customer integration
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Ethiopia
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Mattila, Anna S.
7
Guchait, Priyanko
6
Jang, Soocheong
6
Sparks, Beverley
3
Huang, Wen Hsien
2
Huey Chern Boo
2
Kim, Hyunsu
2
Kim, Jong-hyeong
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Lee, Lindsey
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Luo, Anqi
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MacQuilken, Lisa
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Madera, Juan M.
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Magnini, Vincent P.
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Meng, Fang
2
Miao, Li
2
Ro, Heejung
2
So, Kevin Kam Fung
2
Sreejesh, S.
2
Taheri, Babak
2
Tronvoll, Bård
2
Wang, Xingyu
2
Weber, Karin
2
Wei, Wei
2
Xu, Yingzi
2
Adler, Howard
1
Ali, Faizan
1
Andajigarmaroudi, Saeed
1
Aslan, Marjan
1
Assaf, A. Georges
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Baker, Melissa A.
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Bloemer, Johanna M.
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Bradley, Graham L.
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Cai, Ruiying
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1
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1
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International journal of hospitality management
Journal of service management
Marketing intelligence & planning
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 strategic marketing
8
Journal of travel and tourism marketing
8
Tourism management : research, policies, practice
8
Cogent business & management
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)
76
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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
Decoding consumers' CSR scepticism : service recovery experience perspective
Kushwah, Mihir Kumar
;
Srivastava, Himanshu Shekhar
- In:
Marketing intelligence & planning
41
(
2023
)
3
,
pp. 265-278
Persistent link: https://www.econbiz.de/10014312974
Saved in:
4
Consumer discrimination in service recovery situations
Rohden, Simoni F.
;
Santos, Cristiane Pizzutti dos
- In:
Marketing intelligence & planning
41
(
2023
)
3
,
pp. 293-309
Persistent link: https://www.econbiz.de/10014312978
Saved in:
5
Online complaint handling : a text analytics-based classification framework
Yelkenci, Birce Dobrucalı
;
Özdağoğlu, Güzin
; …
- In:
Marketing intelligence & planning
41
(
2023
)
5
,
pp. 557-573
Persistent link: https://www.econbiz.de/10014313058
Saved in:
6
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:
7
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:
8
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:
9
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:
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
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