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~isPartOf:"International journal of hospitality management"
~isPartOf:"Journal of service theory and practice"
~isPartOf:"Journal of travel and tourism marketing"
~subject:"Airbnb"
~subject:"China"
~subject:"Customer service"
~subject:"Hospitality industry"
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Search: subject_exact:"Customer complaints"
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Subject
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Airbnb
China
Customer service
Hospitality industry
Beschwerdemanagement
72
Complaint management
72
Dienstleistungsqualität
58
Service quality
58
Customer satisfaction
45
Kundenzufriedenheit
45
Beziehungsmarketing
34
Relationship marketing
34
Consumer behaviour
32
Konsumentenverhalten
32
Kundenservice
23
Service failure
21
Service recovery
15
Gastronomie
12
Restaurant industry
12
Emotion
11
Hotel industry
9
Hotellerie
9
USA
8
United States
8
Dienstleistungssektor
7
Gastgewerbe
7
Service industry
7
Service recovery performance
6
Gerechtigkeit
4
Justice
4
Mobile communications
4
Mobilkommunikation
4
Scenario analysis
4
Szenariotechnik
4
Viral marketing
4
Virales Marketing
4
Artificial intelligence
3
Bibliometrics
3
Bibliometrie
3
Brand image
3
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22
Free
2
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Article
34
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34
Aufsatz in Zeitschrift
34
Language
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English
34
Author
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Sparks, Beverley
3
Guchait, Priyanko
2
Ho, Ting Hin
2
Hsu, Cathy H. C.
2
Huey Chern Boo
2
Kim, Hyunsu
2
MacQuilken, Lisa
2
Ro, Heejung
2
So, Kevin Kam Fung
2
Sörqvist, Patrik
2
Taheri, Babak
2
Weber, Karin
2
Adil, Mohd
1
Ahmadi, Zahra
1
Andajigarmaroudi, Saeed
1
Berggren, Benny
1
Bharti, Kumkum
1
Björkman, Jesper
1
Butcher, Ken
1
Casidy, Riza
1
Chang, Dong-shang
1
Cheng, Simone
1
Choi, Youngsoo
1
Chung, Jenq-hann
1
Cui, Jinsheng
1
Du, Jianguo
1
Edström, Andreas
1
Ek, Peter
1
Gannon, Martin
1
Geng, Ruoqi
1
Golmohammadi, Alireza
1
Hong, Zhisheng
1
Hyun, Sunghyup Sean
1
Ishak Ismail
1
Jahandideh, Behrouz
1
Jebarajakirthy, Charles
1
Jin, Shuai
1
Joireman, Jeff
1
Karabas, Ismail
1
Khalid, Adeel
1
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Published in...
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International journal of hospitality management
Journal of service theory and practice
Journal of travel and tourism marketing
Journal of business research : JBR
21
The journal of services marketing
16
Journal of retailing and consumer services
13
International journal of contemporary hospitality management
10
Journal of service research : JSR
10
Journal of hospitality marketing & management
7
Psychology & marketing
7
The service industries journal
7
Journal of retailing
6
Journal of service research
6
Services marketing quarterly
6
International journal of quality and service sciences
5
Journal of hospitality & tourism research : JHTR ; the professional journal of the Council on Hotel, Restaurant, and Institutional Education
5
Managing service quality : MSQ ; an international journal
5
Marketing letters : a journal of research in marketing
5
Business horizons
4
International journal of operations & production management : IJOPM ; the official journal of the European Operations Management Association, EUROMA
4
Journal of air transport management
4
Journal of the Academy of Marketing Science
4
Service business
4
Gabler Edition Wissenschaft
3
Ilmenauer Schriften zur Betriebswirtschaftslehre
3
International journal of business information systems : IJBIS
3
International journal of services, economics and management
3
Journal of service management
3
Journal of service theory and practice : JSTP
3
Management science : journal of the Institute for Operations Research and the Management Sciences
3
Nankai business review international
3
Advances in culture, tourism and hospitality research
2
Asia Pacific journal of marketing and logistics
2
Asia-Pacific journal of business administration
2
Cogent business & management
2
Customer Relationship Management : neue CRM-Best-Practice-Fallstudien und -Konzepte zu Prozessen, Organisation, Mitarbeiterführung und Technologie
2
European journal of marketing
2
European journal of marketing : EJM
2
International journal of consumer studies
2
International journal of electronic commerce : IJEC
2
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ECONIS (ZBW)
34
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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
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:
6
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:
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
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
Online service failure : antecedents, moderators and consequences
Adil, Mohd
;
Sadiq, Mohd
;
Jebarajakirthy, Charles
; …
- In:
Journal of service theory and practice
32
(
2022
)
6
,
pp. 797-842
Persistent link: https://www.econbiz.de/10013440334
Saved in:
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