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~isPartOf:"International journal of quality and service sciences"
~isPartOf:"Journal of hospitality marketing & management"
~isPartOf:"Journal of management information systems : JMIS"
~isPartOf:"Journal of marketing"
~isPartOf:"Marketing intelligence & planning"
~subject:"Social Web"
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Search: subject_exact:"Reklamation"
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Beschwerdemanagement
61
Complaint management
61
Dienstleistungsqualität
44
Consumer behaviour
43
Konsumentenverhalten
43
Service quality
43
Kundenzufriedenheit
37
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service failure
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service recovery
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International journal of quality and service sciences
Journal of hospitality marketing & management
Journal of management information systems : JMIS
Journal of marketing
Marketing intelligence & planning
Journal of business research : JBR
5
Business horizons
3
Dienstleistungsmanagement und Social Media : Potenziale, Strategien und Instrumente
3
Journal of interactive marketing : a quarterly publication from the Direct Marketing Educational Foundation
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Journal of retailing and consumer services
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The journal of services marketing
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Tourism management : research, policies, practice
3
Harvard business review : HBR
2
International journal of contemporary hospitality management
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Journal of service research
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The service industries journal
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Accounting perspectives : a journal of The Canadian Academic Accounting Association
1
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Asia-Pacific journal of business administration
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Corporate communications : an international journal
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International journal of electronic customer relationship management : IJECRM
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International journal of hospitality management
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International journal of innovation science
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International journal of operations & production management : IJOPM ; the official journal of the European Operations Management Association, EUROMA
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International journal of services and operations management
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International journal of services, economics and management
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International journal of social entrepreneurship and innovation : IJSEI
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International marketing review
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Journal of communication management
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Journal of consumer research : JCR ; an interdisciplinary bimonthly
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Journal of global information management : an official publication of the Information Resources Management Association
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1
Complaint de-escalation strategies on social media
Herhausen, Dennis
;
Grewal, Lauren
;
Cummings, Krista Hill
; …
- In:
Journal of marketing
87
(
2023
)
2
,
pp. 210-231
Persistent link: https://www.econbiz.de/10014245084
Saved in:
2
Online complaint handling : a text analytics-based classification framework
Yelkenci, Birce Dobrucalı
;
Özdağoğlu, Güzin
; …
- In:
Marketing intelligence & planning
41
(
2023
)
5
,
pp. 557-573
Persistent link: https://www.econbiz.de/10014313058
Saved in:
3
Complaint publicization in social media
Golmohammadi, Alireza
;
Havakhor, Taha
;
Gauri, Dinesh Kumar
- In:
Journal of marketing
85
(
2021
)
6
,
pp. 1-23
Persistent link: https://www.econbiz.de/10012662135
Saved in:
4
Does active service intervention drive more complaints on social media? : the roles of service quality and awareness
Sun, Shujing
;
Gao, Yang
;
Rui, Huaxia
- In:
Journal of management information systems : JMIS
38
(
2021
)
3
,
pp. 579-611
Persistent link: https://www.econbiz.de/10012804160
Saved in:
5
Sharing dissatisfaction online : analyzing the nature and predictors of hotel guests negative reviews
Fernandes, Teresa
;
Fernandes, Filipa
- In:
Journal of hospitality marketing & management
27
(
2018
)
2
,
pp. 127-150
Persistent link: https://www.econbiz.de/10011848333
Saved in:
6
Investigating the dynamics and the content of customers' social media reporting after a restaurant service failure
Israeli, Aviad A.
;
Lee, Seonjeong
;
Karpinski, Aryn C.
- In:
Journal of hospitality marketing & management
26
(
2017
)
6
,
pp. 606-626
Persistent link: https://www.econbiz.de/10011754048
Saved in:
7
Whose and what social media complaints have happier resolutions? : evidence from Twitter
Gunarathne, Priyanga
;
Rui, Huaxia
;
Seidmann, Abraham
- In:
Journal of management information systems : JMIS
34
(
2017
)
2
,
pp. 314-340
Persistent link: https://www.econbiz.de/10011764483
Saved in:
8
Rectifying failure of service : how customer perceptions of justice affect their emotional reponse and social media testimonial
Kim, Eojina
;
Tang, Liang
- In:
Journal of hospitality marketing & management
25
(
2016
)
7/8
,
pp. 897-924
Persistent link: https://www.econbiz.de/10011621365
Saved in:
9
Who is talking, who is listening? : service recovery through online customer-to-customer interactions
Xu, Yingzi
;
Yap, Sheau-Fen
;
Hyde, Kenneth F.
- In:
Marketing intelligence & planning
34
(
2016
)
3
,
pp. 421-443
Persistent link: https://www.econbiz.de/10011571115
Saved in:
10
Online consumer complaints about Southeast Asian luxury hotels
Memarzadeh, Faranak
;
Chang, Hyo Jung
- In:
Journal of hospitality marketing & management
24
(
2015
)
1/2
,
pp. 76-98
Persistent link: https://www.econbiz.de/10010526374
Saved in:
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