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~isPartOf:"International journal of hospitality management"
~isPartOf:"Service business"
~isPartOf:"Services marketing quarterly"
~subject:"Emotion"
~subject:"Justice"
~subject:"Viral marketing"
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Search: subject_exact:"Customer complaints"
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Emotion
Justice
Viral marketing
Beschwerdemanagement
88
Complaint management
88
Dienstleistungsqualität
73
Service quality
73
Customer satisfaction
59
Kundenzufriedenheit
59
Beziehungsmarketing
44
Relationship marketing
44
Consumer behaviour
40
Konsumentenverhalten
40
Customer service
22
Kundenservice
22
Service failure
20
Service recovery
19
USA
12
United States
12
Gastronomie
11
Restaurant industry
11
Dienstleistungssektor
9
Gerechtigkeit
9
Service industry
9
China
7
Gastgewerbe
7
Hospitality industry
7
Hotel industry
7
Hotellerie
7
Virales Marketing
7
Service recovery performance
6
Mobile communications
5
Mobilkommunikation
5
South Korea
5
Südkorea
5
Co-creation
4
Comparison
4
Customer integration
4
Ethiopia
4
Hospital
4
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22
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1
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Article
31
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31
Aufsatz in Zeitschrift
31
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English
31
Author
All
Guchait, Priyanko
4
Jang, Soocheong
3
Mattila, Anna S.
3
Choi, Chang Hwan
2
Kim, Taegoo
2
Lee, Gyehee
2
Lee, Lindsey
2
Luo, Anqi
2
Madera, Juan M.
2
Wang, Xingyu
2
Ali, Faizan
1
Bali, Zsofia
1
Casidy, Riza
1
Chang, Shu-yu
1
Chen, WeiWei
1
Cheung, Fung Yi Millissa
1
Dorofeev, Nikita
1
El-Manstrly, Dahlia
1
Geng, Ruoqi
1
Guo, Xiaoshu
1
Ha, Jooyeon
1
Hess, Ronald L. <Jr.>
1
Hong, Zhisheng
1
Huey Chern Boo
1
Iglesias Argu͏̈elles, Víctor
1
Jeon, Aeeun
1
Kenesei, Zsófia
1
Khoo-Lattimore, Catheryn
1
Kim, Hyun Jeong
1
Kim, Jong-hyeong
1
Kim, Min-su
1
Kwon, SoYeon
1
Lai, Pei-Chun
1
Lajante, Mathieu
1
Law, Chun Hung Roberts
1
Lee, Hsiao-Ching
1
Lee, Hyun-Woo
1
Lee, Jung-hyun
1
Lee, Seung-kon
1
Liang, Sai
1
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Published in...
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International journal of hospitality management
Service business
Services marketing quarterly
Journal of business research : JBR
24
Journal of retailing and consumer services
19
Journal of hospitality marketing & management
9
Journal of service research : JSR
9
International journal of contemporary hospitality management
7
Psychology & marketing
7
The journal of services marketing
7
European journal of marketing : EJM
6
Journal of business ethics : JOBE
5
Journal of hospitality & tourism research : JHTR ; the professional journal of the Council on Hotel, Restaurant, and Institutional Education
5
The service industries journal
5
International journal of quality and service sciences
4
Journal of strategic marketing
4
Cogent business & management
3
Journal of interactive marketing : a quarterly publication from the Direct Marketing Educational Foundation
3
Journal of service management
3
Managing service quality : MSQ ; an international journal
3
Tourism management : research, policies, practice
3
Tourism management perspectives : TMP
3
Asia Pacific journal of marketing and logistics
2
Business horizons
2
International journal of consumer studies
2
International journal of physical distribution and logistics management
2
International journal of services and operations management
2
Journal of Asian finance, economics and business : JAFEB
2
Journal of consumer behaviour : an international research review
2
Journal of consumer marketing
2
Journal of consumer research : JCR ; an interdisciplinary bimonthly
2
Journal of relationship marketing : innovations and enhancements for customer service, relations, and satisfaction
2
Journal of retailing
2
Journal of service theory and practice : JSTP
2
Journal of the Academy of Marketing Science
2
Marketing letters : a journal of research in marketing
2
Public performance & management review
2
Quality management journal : QMJ
2
The journal of applied business research
2
The journal of consumer marketing
2
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ECONIS (ZBW)
31
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31
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date (oldest first)
1
Can robots recover a service using interactional justice as employees do? : a literature review-based assessment
Lajante, Mathieu
;
Remisch, David
;
Dorofeev, Nikita
- In:
Service business
17
(
2023
)
1
,
pp. 315-357
Persistent link: https://www.econbiz.de/10014282973
Saved in:
2
Underscoring trainer's lack of effort or talent in service failure of personal fitness training : customers' negative word-of-mouth response
Park, Sangchul
;
Lee, Hyun-Woo
;
Nite, Calvin
- In:
Service business
17
(
2023
)
4
,
pp. 1025-1050
Persistent link: https://www.econbiz.de/10014504697
Saved in:
3
Power of apologetic responses in online travel community
Guo, Xiaoshu
;
Ye, Qiang
;
Law, Chun Hung Roberts
;
Liang, Sai
- In:
International journal of hospitality management
103
(
2022
),
pp. 1-13
Persistent link: https://www.econbiz.de/10013209274
Saved in:
4
Do customers exhibit gratitude after service recovery? : understanding the moderating role of relationship type
Salagrama, Ramakrishna
;
Prashar, Sanjeev
;
Tata, Sai Vijay
- In:
Service business
15
(
2021
)
4
,
pp. 757-779
Persistent link: https://www.econbiz.de/10012794134
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
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:
8
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:
9
Overcompensation as a service recovery strategy : the financial aspect of customers' extra effort
Kenesei, Zsófia
;
Bali, Zsofia
- In:
Service business
14
(
2020
)
2
,
pp. 187-216
Persistent link: https://www.econbiz.de/10012304224
Saved in:
10
Negative affect, deep acting, and customer compensation as responses to customer mistreatment : the effect of customer-based perspective-taking
Lee, Lindsey
;
Guchait, Priyanko
;
Madera, Juan M.
- In:
International journal of hospitality management
89
(
2020
),
pp. 1-10
Persistent link: https://www.econbiz.de/10012293722
Saved in:
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