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~isPartOf:"International journal of hospitality management"
~isPartOf:"Marketing letters : a journal of research in marketing"
~subject:"Complaint management"
~subject:"Hotel industry"
~subject:"Meta-analysis"
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Complaint management
Hotel industry
Meta-analysis
Beschwerdemanagement
67
Dienstleistungsqualität
54
Service quality
54
Customer satisfaction
43
Kundenzufriedenheit
43
Beziehungsmarketing
32
Relationship marketing
32
Consumer behaviour
29
Konsumentenverhalten
29
Service failure
20
Customer service
19
Kundenservice
19
Service recovery
18
Emotion
11
Gastronomie
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Restaurant industry
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Gastgewerbe
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Hospitality industry
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Hotellerie
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Service industry
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USA
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China
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Service recovery performance
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Virales Marketing
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Airbnb
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Co-creation
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Customer integration
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Hospital
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Krankenhaus
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Meta-Analyse
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67
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Guchait, Priyanko
6
Jang, Soocheong
6
Mattila, Anna S.
5
Huey Chern Boo
2
Jung, Jae Min
2
Kim, Hyunsu
2
Kim, Jong-hyeong
2
Lee, Lindsey
2
Luo, Anqi
2
MacQuilken, Lisa
2
Madera, Juan M.
2
Magnini, Vincent P.
2
Meng, Fang
2
Miao, Li
2
Min, Kyeong Sam
2
Ro, Heejung
2
Roschk, Holger
2
Ryu, Kisang
2
So, Kevin Kam Fung
2
Sparks, Beverley
2
Sreejesh, S.
2
Taheri, Babak
2
Wang, Xingyu
2
Wei, Wei
2
Adler, Howard
1
Ali, Faizan
1
Andajigarmaroudi, Saeed
1
Arsenovic, Jasenko
1
Assaf, A. Georges
1
Baker, Melissa A.
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Béal, Mathieu
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Cai, Liping A.
1
Cai, Ruiying
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1
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1
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1
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1
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International journal of hospitality management
Marketing letters : a journal of research in marketing
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
Journal of service management
14
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
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
Marketing intelligence & planning
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)
67
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11
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:
12
Listen to their heart : why does active listening enhance customer satisfaction after a service failure?
Min, Kyeong Sam
;
Jung, Jae Min
;
Ryu, Kisang
- In:
International journal of hospitality management
96
(
2021
),
pp. 1-10
Persistent link: https://www.econbiz.de/10012585697
Saved in:
13
Tell us your concern, and we shall together address! : role of service booking channels and brand equity on post-failure outcomes
Manu C
;
Sreejesh, S.
;
Paul, Justin
- In:
International journal of hospitality management
96
(
2021
),
pp. 1-13
Persistent link: https://www.econbiz.de/10012585701
Saved in:
14
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:
15
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:
16
What recovery options to offer for loyalty reward program members : Dollars vs. Miles?
Hwang, Yoo Hee
;
Gao, Yixing
;
Mattila, Anna S.
- In:
International journal of hospitality management
87
(
2020
),
pp. 1-7
Persistent link: https://www.econbiz.de/10012241760
Saved in:
17
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:
18
Exploring guest response towards service failure in home-sharing : service presence and consumption motivation
Lu, Lu
;
Mody, Makarand Amrish
;
Andajigarmaroudi, Saeed
- In:
International journal of hospitality management
87
(
2020
),
pp. 1-11
Persistent link: https://www.econbiz.de/10012241810
Saved in:
19
Understanding homophily of service failure within the hotel guest cycle : applying NLP-aspect-based sentiment analysis to the hospitality industry
Sann, Raksmey
;
Lai, Pei-Chun
- In:
International journal of hospitality management
91
(
2020
),
pp. 1-13
Persistent link: https://www.econbiz.de/10012389792
Saved in:
20
Discrete emotional responses and face-to-face complaining : the joint effect of service failure type and culture
Luo, Anqi
;
Mattila, Anna S.
- In:
International journal of hospitality management
90
(
2020
),
pp. 1-11
Persistent link: https://www.econbiz.de/10012300168
Saved in:
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