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~isPartOf:"International journal of hospitality management"
~isPartOf:"The service industries journal"
~subject:"Complaint management"
~subject:"Retail trade"
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Search: subject:"Customer satisfaction"
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Complaint management
Retail trade
Customer satisfaction
527
Kundenzufriedenheit
527
Dienstleistungsqualität
312
Service quality
312
Consumer behaviour
234
Konsumentenverhalten
234
Beziehungsmarketing
199
Relationship marketing
199
Hotel industry
125
Hotellerie
125
Gastronomie
93
Restaurant industry
93
Emotion
63
Satisfaction
57
Customer service
56
Kundenservice
56
Arbeitszufriedenheit
49
Job satisfaction
49
Beschwerdemanagement
47
Hospital
31
Krankenhaus
31
Viral marketing
30
Virales Marketing
30
USA
29
United States
29
Brand management
25
Dienstleistungssektor
25
Markenführung
25
Service industry
25
Hospitality industry
24
Gastgewerbe
23
Brand image
22
Customer value
22
Kundenwert
22
Markenimage
22
Online retailing
21
Online-Handel
21
Quality management
21
Qualitätsmanagement
21
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32
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Article
54
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Article in journal
54
Aufsatz in Zeitschrift
54
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English
54
Author
All
Guchait, Priyanko
6
Jang, Soocheong
4
Mattila, Anna S.
3
Huey Chern Boo
2
Kim, Hyunsu
2
Kim, Jong-hyeong
2
Lee, Lindsey
2
Madera, Juan M.
2
Malhotra, Neeru
2
So, Kevin Kam Fung
2
Sreejesh, S.
2
Wang, Xingyu
2
Andajigarmaroudi, Saeed
1
Archer-Brown, Chris
1
Ashill, Nicholas
1
Assaf, A. Georges
1
Blázquez-Resino, Juán José
1
Cai, Ruiying
1
Cantor, Victor John M.
1
Chang, Chai-jung
1
Chen, Hsi-Tien
1
Chen, Li-Fei
1
Cheng, I-shin
1
Cheng, Yin-hui
1
Chi, Christina Geng-Qing
1
Chih, Wen-hai
1
Choy, Yoon Leng
1
Chuang, Shih-chieh
1
Cvelbar, Ljubica Knežević
1
Dabholkar, Pratibha A.
1
Dawson, Mary
1
Dubinsky, Alan J.
1
Edvardsson, Bo
1
Foster, Carley
1
Gannon, Martin
1
Gao, Yixing
1
Guo, Xiaoshu
1
Ha, Jooyeon
1
Ha, Sejin
1
Hernandez-Calderon, Araceli
1
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Published in...
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International journal of hospitality management
The service industries journal
Journal of retailing and consumer services
115
Journal of business research : JBR
63
The journal of services marketing
39
Service business
26
Journal of hospitality marketing & management
21
Journal of retailing
21
Journal of service research : JSR
19
The international review of retail, distribution and consumer research
19
Journal of service management
18
Psychology & marketing
17
International journal of retail & distribution management
16
International journal of retail and distribution management
15
Journal of strategic marketing
15
International journal of contemporary hospitality management
14
Journal of the Academy of Marketing Science
14
Cogent business & management
13
European journal of marketing : EJM
12
Marketing letters : a journal of research in marketing
12
International journal of electronic marketing and retailing : IJEMR
11
International journal of quality and service sciences
10
Journal of service theory and practice
10
Managing service quality : MSQ ; an international journal
10
Journal of marketing management : MM
9
Services marketing quarterly
9
Journal of air transport management
8
Journal of hospitality & tourism research : JHTR ; the professional journal of the Council on Hotel, Restaurant, and Institutional Education
8
Journal of service research
8
Marketing intelligence & planning
8
Total quality management & business excellence : an official journal of the European Society for Organisational Excellence
8
Asia Pacific journal of marketing and logistics
7
Australasian marketing journal
7
Business horizons
7
Ilmenauer Schriften zur Betriebswirtschaftslehre
7
International journal of Indian culture and business management
7
Journal of service theory and practice : JSTP
7
Journal of travel and tourism marketing
7
SpringerLink / Bücher
7
International journal of consumer studies
6
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ECONIS (ZBW)
54
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54
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1
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:
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
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
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:
5
Understanding the role of frontline employee felt obligation in services
Malhotra, Neeru
;
Ashill, Nicholas
;
Lages, Cristiana R.
; …
- In:
The service industries journal
42
(
2022
)
11/12
,
pp. 843-871
Persistent link: https://www.econbiz.de/10013362154
Saved in:
6
The impacts of complaint efforts on
customer
satisfaction
and loyalty
Cai, Ruiying
;
Chi, Christina Geng-Qing
- In:
The service industries journal
38
(
2018
)
15/16
,
pp. 1095-1115
Persistent link: https://www.econbiz.de/10011977443
Saved in:
7
When AI-based services fail : examining the effect of the self-AI connection on willingness to share negative word-of-mouth after service failures
Huang, Bo
;
Philp, Matthew
- In:
The service industries journal
41
(
2021
)
13/14
,
pp. 877-899
Persistent link: https://www.econbiz.de/10012695297
Saved in:
8
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:
9
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:
10
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:
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