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~isPartOf:"International journal of hospitality management"
~person:"Adler, Howard"
~person:"Cai, Liping A."
~person:"Cheng, Simone"
~person:"Kim, Hyunsu"
~person:"Mattila, Anna S."
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Search: subject_exact:"Customer complaints"
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Beschwerdemanagement
9
Complaint management
9
Dienstleistungsqualität
7
Service quality
7
Beziehungsmarketing
5
Consumer behaviour
5
Customer satisfaction
5
Konsumentenverhalten
5
Kundenzufriedenheit
5
Relationship marketing
5
Service failure
4
Service recovery
4
Customer service
2
Gastronomie
2
Hospitality
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Kundenservice
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Restaurant industry
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United States
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Airbnb
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Analysis of variance
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Approach-avoidance
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Bibliomentric analysis
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Bibliometrics
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Bibliometrie
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Brand familiarity
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China
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Concern for face
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Construal level
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Consumer complaint behavior
1
Cross-cultural study
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Cultural identity
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Culture
1
Deviant behavior
1
Deviant customer
1
Discrete negative emotions
1
Emotion
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Face-To-Face complaining
1
Gastgewerbe
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Adler, Howard
Cai, Liping A.
Cheng, Simone
Kim, Hyunsu
Mattila, Anna S.
Guchait, Priyanko
6
Jang, Soocheong
6
Huey Chern Boo
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
Ro, Heejung
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So, Kevin Kam Fung
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Sparks, Beverley
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Sreejesh, S.
2
Taheri, Babak
2
Wang, Xingyu
2
Wei, Wei
2
Ali, Faizan
1
Andajigarmaroudi, Saeed
1
Assaf, A. Georges
1
Baker, Melissa A.
1
Butcher, Ken
1
Cai, Ruiying
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Chen, Kai
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Choi, Chang Hwan
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Choi, Soo Keun
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Choi, Youngsoo
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Cvelbar, Ljubica Knežević
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Dawson, Mary
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DiPietro, Robin B.
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Dyussembayeva, Shynar
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El-Manstrly, Dahlia
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International journal of hospitality management
Journal of hospitality marketing & management
3
The journal of services marketing
3
Journal of service management
2
Journal of service research
2
Services marketing quarterly
2
International journal of contemporary hospitality management
1
International journal of retail & distribution management
1
Journal of business research : JBR
1
Journal of global marketing
1
Journal of hospitality & tourism research : JHTR ; the professional journal of the Council on Hotel, Restaurant, and Institutional Education
1
Journal of international consumer marketing
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Journal of retailing
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ECONIS (ZBW)
9
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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
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:
4
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:
5
How does social distance impact customers' complaint intentions? : a cross-cultural examination
Fan, Alei
;
Mattila, Anna S.
;
Zhao, Xinyuan
- In:
International journal of hospitality management
47
(
2015
),
pp. 25-34
Persistent link: https://www.econbiz.de/10011312551
Saved in:
6
Effectiveness of recovery actions on deviant customer behavior : the moderating role of gender
Huey Chern Boo
;
Mattila, Anna S.
;
Tan, Ching Yeng
- In:
International journal of hospitality management
35
(
2013
),
pp. 180-192
Persistent link: https://www.econbiz.de/10010225814
Saved in:
7
The role of tie strength on consumer dissatisfaction responses
Yang, Wan
;
Mattila, Anna S.
- In:
International journal of hospitality management
31
(
2012
)
2
,
pp. 399-404
Persistent link: https://www.econbiz.de/10009503304
Saved in:
8
The influence of self-construal and co-consumption others on consumer complaining behavior
Wei, Wei
;
Miao, Li
;
Cai, Liping A.
;
Adler, Howard
- In:
International journal of hospitality management
31
(
2012
)
3
,
pp. 764-771
Persistent link: https://www.econbiz.de/10009544310
Saved in:
9
The role of the customer-seller relationship in the intention of the customer to complain : a study of Chinese restaurateurs
Cheng, Simone
;
Lam, Terry
- In:
International journal of hospitality management
27
(
2008
)
4
,
pp. 552-562
Persistent link: https://www.econbiz.de/10003860310
Saved in:
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