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~isPartOf:"International journal of hospitality management"
~isPartOf:"Journal of service research : JSR"
~isPartOf:"The journal of services marketing"
~person:"Jang, Soocheong"
~person:"Tsarenko, Yelena"
~subject:"Complaint management"
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Search: subject_exact:"Customer complaints"
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Complaint management
Beschwerdemanagement
12
Dienstleistungsqualität
11
Service quality
11
Customer satisfaction
7
Kundenzufriedenheit
7
Beziehungsmarketing
6
Consumer behaviour
6
Konsumentenverhalten
6
Relationship marketing
6
Gastronomie
4
Restaurant industry
4
Customer service
3
Dienstleistungssektor
3
Kundenservice
3
Service industry
3
Service recovery
3
Coping strategy
2
Coping-Strategie
2
Emotion
2
Gerechtigkeit
2
Justice
2
Scenario analysis
2
Service failure
2
Szenariotechnik
2
USA
2
United States
2
Affect fading
1
Affect intensity
1
Communal relationship
1
Comparison
1
Competitive advantage
1
Customer integration
1
Customer-to-customer interaction
1
Differential treatment
1
Exchange relationship
1
Feldforschung
1
Field research
1
Firm-to-customer interaction
1
Informational recovery
1
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English
12
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Jang, Soocheong
Tsarenko, Yelena
Mattila, Anna S.
8
Guchait, Priyanko
6
Brady, Michael K.
3
Gelbrich, Katja
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
International journal of contemporary hospitality management
2
European journal of marketing : EJM
1
Journal of hospitality marketing & management
1
Journal of marketing management : MM
1
Journal of service research
1
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ECONIS (ZBW)
12
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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
Human staff vs. service robot vs. fellow customer : does it matter who helps your customer following a service failure incident?
Ho, Ting Hin
;
Tojib, Dewi
;
Tsarenko, Yelena
- In:
International journal of hospitality management
87
(
2020
),
pp. 1-10
Persistent link: https://www.econbiz.de/10012241791
Saved in:
3
The positive effects of customers’ power on their behavioral responses after service failure
Sembada, Agung
;
Tsarenko, Yelena
;
Tojib, Dewi
- In:
Journal of service research : JSR
19
(
2016
)
3
,
pp. 337-351
Persistent link: https://www.econbiz.de/10011665459
Saved in:
4
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:
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
"I'm mad and I can't get that service failure off my mind" : coping and rumination as mediators of anger effects on customer intentions
Strizhakova, Yuliya
;
Tsarenko, Yelena
;
Ruth, Julie A.
- In:
Journal of service research : JSR
15
(
2012
)
4
,
pp. 414-429
Persistent link: https://www.econbiz.de/10009673023
Saved in:
8
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:
9
Emotional intelligence as a moderator of coping strategies and service outcomes in circumstances of service failure
Gabbott, Mark
;
Tsarenko, Yelena
;
Mok, Wai Hoe
- In:
Journal of service research : JSR
14
(
2011
)
2
,
pp. 234-248
Persistent link: https://www.econbiz.de/10009266738
Saved in:
10
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:
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