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~isPartOf:"International journal of hospitality management"
~isPartOf:"Journal of service research : JSR"
~isPartOf:"The journal of services marketing"
~person:"Gelbrich, Katja"
~person:"Jang, Soocheong"
~subject:"Complaint management"
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Search: subject_exact:"Customer complaints"
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Complaint management
Beschwerdemanagement
10
Dienstleistungsqualität
9
Service quality
9
Customer satisfaction
7
Kundenzufriedenheit
7
Beziehungsmarketing
5
Relationship marketing
5
Consumer behaviour
4
Gastronomie
4
Konsumentenverhalten
4
Restaurant industry
4
Service recovery
3
Dienstleistungssektor
2
Gerechtigkeit
2
Justice
2
Meta-Analyse
2
Meta-analysis
2
Scenario analysis
2
Service failure
2
Service industry
2
Szenariotechnik
2
USA
2
United States
2
Affect fading
1
Affect intensity
1
Communal relationship
1
Comparison
1
Customer service
1
Differential treatment
1
Emotion
1
Exchange relationship
1
Experiment
1
Feldforschung
1
Field research
1
Kundenservice
1
Lieferantenmanagement
1
Loyalty
1
Memory
1
Regression analysis
1
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Article
10
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English
10
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Gelbrich, Katja
Jang, Soocheong
Mattila, Anna S.
8
Guchait, Priyanko
6
Tsarenko, Yelena
5
Brady, Michael K.
3
Patterson, Paul G.
3
Sparks, Beverley
3
Beatty, Sharon E.
2
Fan, Alei
2
Hoffman, K. Douglas
2
Huey Chern Boo
2
Kim, Hyunsu
2
Kim, Jong-hyeong
2
Lages, Cristiana R.
2
Larivière, Bart
2
Lee, Lindsey
2
Luo, Anqi
2
MacQuilken, Lisa
2
Madera, Juan M.
2
Magnini, Vincent P.
2
Matos, Celso Augusto de
2
McColl-Kennedy, Janet R.
2
Meng, Fang
2
Miao, Li
2
Ro, Heejung
2
Robertson, Nichola
2
Roschk, Holger
2
So, Kevin Kam Fung
2
Sreejesh, S.
2
Svari, Sander
2
Svensson, Göran
2
Taheri, Babak
2
Tojib, Dewi
2
Van Vaerenbergh, Yves
2
Vermeir, Iris
2
Walsh, Gianfranco
2
Wang, Xingyu
2
Wei, Wei
2
Abney, Alexandra K.
1
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International journal of hospitality management
Journal of service research : JSR
The journal of services marketing
Ilmenauer Schriften zur Betriebswirtschaftslehre
6
International journal of contemporary hospitality management
2
Gabler Research
1
Journal of business research : JBR
1
Journal of hospitality marketing & management
1
Journal of retailing and consumer services
1
Journal of service research
1
Journal of the Academy of Marketing Science
1
Marketing letters : a journal of research in marketing
1
Psychology & marketing
1
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ECONIS (ZBW)
10
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10
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1
Is differential treatment in response to service failures effective? : the roles of comparison, loyalty, and scarcity messages
Kim, Heewon
;
Jang, Soocheong
- In:
International journal of hospitality management
95
(
2021
),
pp. 1-12
Persistent link: https://www.econbiz.de/10012547932
Saved in:
2
Toward service recovery strategies : the role of consumer-organization relationship norms
Hur, Jungyun
;
Jang, Soocheong
- In:
The journal of services marketing
30
(
2016
)
7
,
pp. 724-735
Persistent link: https://www.econbiz.de/10011590917
Saved in:
3
How much compensation should a firm offer for a flawed service? : an examination of the nonlinear effects of compensation on satisfaction
Gelbrich, Katja
;
Gäthke, Jana
;
Grégoire, Yany
- In:
Journal of service research : JSR
18
(
2015
)
1
,
pp. 107-123
Persistent link: https://www.econbiz.de/10010483434
Saved in:
4
Identifying appropriate compensation types for service failures : a meta-analytic and experimental analysis
Roschk, Holger
;
Gelbrich, Katja
- In:
Journal of service research : JSR
17
(
2014
)
2
,
pp. 195-211
Persistent link: https://www.econbiz.de/10010356813
Saved in:
5
A scenario-based experiment and a field study : a comparative examination for service failure and recovery
Kim, Jong-hyeong
;
Jang, Soocheong
- In:
International journal of hospitality management
41
(
2014
),
pp. 125-132
Persistent link: https://www.econbiz.de/10010403058
Saved in:
6
The fading effect bias : examining changes in affect and behavioral intention in restaurant service failures and reoveries
Kim, Jong-hyeong
;
Jang, Soocheong
- In:
International journal of hospitality management
40
(
2014
),
pp. 109-119
Persistent link: https://www.econbiz.de/10010388577
Saved in:
7
Effects of compensation for service recovery : from the equity theory perspective
Kwon, SoYeon
;
Jang, Soocheong
- In:
International journal of hospitality management
31
(
2012
)
4
,
pp. 1235-1243
Persistent link: https://www.econbiz.de/10009567530
Saved in:
8
A meta-analysis of organizational complaint handling and customer responses
Gelbrich, Katja
;
Roschk, Holger
- In:
Journal of service research : JSR
14
(
2011
)
1
,
pp. 24-43
Persistent link: https://www.econbiz.de/10008826888
Saved in:
9
Customer complaints in restaurants : do they differ by service stages and loyalty levels?
Namkung, Young
;
Jang, Soocheong
;
Choi, Soo Keun
- In:
International journal of hospitality management
30
(
2011
)
3
,
pp. 495-502
Persistent link: https://www.econbiz.de/10009130594
Saved in:
10
Perceived justice in service recovery and behavioral intentions : the role of relationship quality
Ha, Jooyeon
;
Jang, Soocheong
- In:
International journal of hospitality management
28
(
2009
)
3
,
pp. 319-327
Persistent link: https://www.econbiz.de/10003855714
Saved in:
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