//--> //--> //--> //-->
Toggle navigation
Logout
Change account settings
EN
DE
ES
FR
A-Z
Beta
About EconBiz
News
Thesaurus (STW)
Research Skills
Help
EN
DE
ES
FR
My account
Logout
Change account settings
Login
Publications
Events
Your search terms
Search
Retain my current filters
~isPartOf:"International journal of hospitality management"
~isPartOf:"Journal of travel and tourism marketing"
~subject:"Airbnb"
~subject:"China"
~subject:"Customer service"
~subject:"Konsumentenverhalten"
Search options
All Fields
Title
Exact title
Subject
Author
Institution
ISBN/ISSN
Published in...
Publisher
Open Access only
Advanced
Search history
My EconBiz
Favorites
Loans
Reservations
Fines
You are here:
Home
Search: subject_exact:"Customer complaints"
Narrow search
Delete all filters
| 6 applied filters
Year of publication
From:
To:
Subject
All
Airbnb
China
Customer service
Konsumentenverhalten
Beschwerdemanagement
63
Complaint management
63
Dienstleistungsqualität
50
Service quality
50
Customer satisfaction
37
Kundenzufriedenheit
37
Beziehungsmarketing
30
Relationship marketing
30
Consumer behaviour
28
Service failure
17
Kundenservice
16
Gastronomie
12
Restaurant industry
12
Service recovery
12
Emotion
10
Hotel industry
8
Hotellerie
8
USA
8
United States
8
Dienstleistungssektor
7
Gastgewerbe
7
Hospitality industry
7
Service industry
7
Service recovery performance
5
Gerechtigkeit
4
Justice
4
Scenario analysis
4
Szenariotechnik
4
Viral marketing
4
Virales Marketing
4
Artificial intelligence
3
Brand image
3
Hospital
3
Krankenhaus
3
Künstliche Intelligenz
3
Markenimage
3
more ...
less ...
Online availability
All
Undetermined
21
Type of publication
All
Article
39
Type of publication (narrower categories)
All
Article in journal
39
Aufsatz in Zeitschrift
39
Language
All
English
39
Author
All
Jang, Soocheong
3
Mattila, Anna S.
3
Sparks, Beverley
3
Hsu, Cathy H. C.
2
Huey Chern Boo
2
Kim, Jong-hyeong
2
MacQuilken, Lisa
2
Miao, Li
2
Taheri, Babak
2
Weber, Karin
2
Wei, Wei
2
Adler, Howard
1
Ali, Faizan
1
Andajigarmaroudi, Saeed
1
Assaf, A. Georges
1
Baker, Melissa A.
1
Butcher, Ken
1
Cai, Liping A.
1
Chang, Dong-shang
1
Chen, Joseph S.
1
Chen, Kai
1
Cheng, Simone
1
Choi, Soo Keun
1
Choi, Youngsoo
1
Chuang, Shih-chieh
1
Chung, Jenq-hann
1
Cvelbar, Ljubica Knežević
1
Dyussembayeva, Shynar
1
El-Manstrly, Dahlia
1
Fan, Alei
1
Fan, Pan
1
Gannon, Martin
1
Geng, Ruoqi
1
Golmohammadi, Alireza
1
Guchait, Priyanko
1
Ho, Ting Hin
1
Hong, Zhisheng
1
Huang, Molly Chien-jung
1
Hyun, Sunghyup Sean
1
Invernizzi, Anna Chiara
1
more ...
less ...
Published in...
All
International journal of hospitality management
Journal of travel and tourism marketing
Journal of business research : JBR
50
The journal of services marketing
29
Journal of retailing and consumer services
28
Journal of hospitality marketing & management
26
Journal of service research : JSR
22
International journal of contemporary hospitality management
14
Psychology & marketing
14
European journal of marketing : EJM
13
Service business
13
The service industries journal
12
Journal of retailing
11
Journal of service management
11
Journal of service research
10
Managing service quality : MSQ ; an international journal
10
Marketing letters : a journal of research in marketing
10
International journal of consumer studies
9
Journal of hospitality & tourism research : JHTR ; the professional journal of the Council on Hotel, Restaurant, and Institutional Education
9
Journal of service theory and practice
9
Journal of marketing
8
Journal of the Academy of Marketing Science
8
Services marketing quarterly
8
Ilmenauer Schriften zur Betriebswirtschaftslehre
7
Business horizons
6
Cogent business & management
6
International journal of quality and service sciences
6
Journal of air transport management
6
Journal of service theory and practice : JSTP
6
International journal of production economics
5
International journal of services and operations management
5
Journal of consumer behaviour : an international research review
5
Journal of marketing management : MM
5
Marketing intelligence & planning
5
Marketing science : the marketing journal of the Institute for Operations Research and the Management Sciences
5
Asia Pacific journal of marketing and logistics
4
Gabler Edition Wissenschaft
4
International journal of operations & production management : IJOPM ; the official journal of the European Operations Management Association, EUROMA
4
International journal of services, economics and management
4
Journal of consumer marketing
4
more ...
less ...
Source
All
ECONIS (ZBW)
39
Showing
1
-
10
of
39
Sort
relevance
articles prioritized
date (newest first)
date (oldest first)
1
Well-known or well-liked? : the effects of brand reputation on customers' responses to service failure
Liu, Mengzhen
;
Xiong, Wei
- In:
Journal of travel and tourism marketing
40
(
2023
)
3
,
pp. 221-241
Persistent link: https://www.econbiz.de/10014369784
Saved in:
2
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:
3
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:
4
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
Saved in:
5
How should I respond to a complaining customer? : a model of Cognitive-Emotive-Behavioral from the perspective of restaurant service employees
Poh Theng Loo
;
Khoo-Lattimore, Catheryn
;
Huey Chern Boo
- In:
International journal of hospitality management
95
(
2021
),
pp. 1-10
Persistent link: https://www.econbiz.de/10012547701
Saved in:
6
Severe service failures and online vindictive word of mouth : the effect of coping strategies
El-Manstrly, Dahlia
;
Ali, Faizan
;
Line, Nathaniel D.
- In:
International journal of hospitality management
95
(
2021
),
pp. 1-8
Persistent link: https://www.econbiz.de/10012547720
Saved in:
7
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:
8
When more pain is better : role of need for uniqueness in service evaluations of observable service recovery
Sharifi, Seyed Shahin
- In:
International journal of hospitality management
85
(
2020
),
pp. 1-11
Persistent link: https://www.econbiz.de/10012241354
Saved in:
9
Voicing out or switching away? : a psychological climate perspective on customers’ intentional responses to service failure
Li, Chang-Jun
;
Li, Fuli
;
Fan, Pan
;
Chen, Kai
- In:
International journal of hospitality management
85
(
2020
),
pp. 1-13
Persistent link: https://www.econbiz.de/10012241438
Saved in:
10
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:
1
2
3
4
Next
Last
Results per page
10
25
50
100
250
A service of the
zbw
×
Loading...
//-->