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~isPartOf:"International journal of hospitality management"
~isPartOf:"Service business"
~subject:"Customer service"
~subject:"Emotion"
~subject:"Justice"
~subject:"Viral marketing"
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Customer service
Emotion
Justice
Viral marketing
Beschwerdemanagement
75
Complaint management
75
Dienstleistungsqualität
62
Service quality
62
Customer satisfaction
51
Kundenzufriedenheit
51
Beziehungsmarketing
35
Relationship marketing
35
Consumer behaviour
33
Konsumentenverhalten
33
Service failure
19
Service recovery
18
Kundenservice
17
Gastronomie
10
Restaurant industry
10
Dienstleistungssektor
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Gerechtigkeit
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Service industry
8
USA
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United States
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Gastgewerbe
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Hospitality industry
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Hotel industry
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Hotellerie
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China
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Service recovery performance
6
Virales Marketing
6
Mobile communications
5
Mobilkommunikation
5
Customer integration
4
Hospital
4
Krankenhaus
4
Kundenintegration
4
Satisfaction
4
South Korea
4
Südkorea
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40
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Guchait, Priyanko
4
Jang, Soocheong
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Mattila, Anna S.
3
Choi, Chang Hwan
2
Huey Chern Boo
2
Kim, Taegoo
2
Lee, Gyehee
2
Lee, Lindsey
2
Luo, Anqi
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Madera, Juan M.
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1
Gannon, Martin
1
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1
Ha, Jooyeon
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Hess, Ronald L. <Jr.>
1
Ho, Ting Hin
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Iglesias Argu͏̈elles, Víctor
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International journal of hospitality management
Service business
Journal of business research : JBR
37
Journal of retailing and consumer services
26
The journal of services marketing
21
Journal of service research : JSR
17
Journal of hospitality marketing & management
14
Psychology & marketing
11
International journal of contemporary hospitality management
10
The service industries journal
10
European journal of marketing : EJM
8
International journal of quality and service sciences
8
Journal of retailing
8
Journal of service research
8
Journal of service theory and practice
7
Managing service quality : MSQ ; an international journal
7
Services marketing quarterly
7
Journal of hospitality & tourism research : JHTR ; the professional journal of the Council on Hotel, Restaurant, and Institutional Education
6
Journal of service management
6
Journal of the Academy of Marketing Science
6
Marketing letters : a journal of research in marketing
6
Business horizons
5
Cogent business & management
5
Journal of business ethics : JOBE
5
Journal of service theory and practice : JSTP
5
Journal of strategic marketing
5
Asia Pacific journal of marketing and logistics
4
Ilmenauer Schriften zur Betriebswirtschaftslehre
4
International journal of operations & production management : IJOPM ; the official journal of the European Operations Management Association, EUROMA
4
International journal of services and operations management
4
Gabler Edition Wissenschaft
3
International journal of business information systems : IJBIS
3
International journal of consumer studies
3
International journal of production economics
3
International journal of services, economics and management
3
Journal of Asian finance, economics and business : JAFEB
3
Journal of business economics and management
3
Journal of consumer marketing
3
Journal of hospitality and tourism insights
3
Journal of interactive marketing : a quarterly publication from the Direct Marketing Educational Foundation
3
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ECONIS (ZBW)
40
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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
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:
4
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:
5
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:
6
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:
7
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:
8
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:
9
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:
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:
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