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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"
~subject:"Dienstleistungsqualität"
~subject:"Social Web"
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Search: subject_exact:"Reklamation"
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Dienstleistungsqualität
Social Web
Beschwerdemanagement
54
Complaint management
54
Consumer behaviour
39
Konsumentenverhalten
39
Service quality
38
Kundenzufriedenheit
34
Customer satisfaction
33
Beziehungsmarketing
26
Relationship marketing
26
service failure
14
Customer service
12
Kundenservice
12
Viral marketing
10
Virales Marketing
10
Gastronomie
9
Restaurant industry
9
Emotion
8
Hotel industry
8
Hotellerie
8
Social web
8
service recovery
8
Service failure
7
Gerechtigkeit
5
Internet marketing
5
Online retailing
5
Online-Handel
5
Online-Marketing
5
social media
5
Justice
4
Service recovery
4
USA
4
United States
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Dienstleistungsmanagement
3
Dienstleistungssektor
3
Service industry
3
complaint management
3
customer loyalty
3
online complaints
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English
44
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Svensson, Göran
3
Koc, Erdogan
2
Mattila, Anna S.
2
Petzer, Daniel J.
2
Rui, Huaxia
2
Sparks, Beverley
2
Svari, Sander
2
Ahasanul Haque
1
Andrews, Michelle
1
Anusree, M. R.
1
Arun Kumar Tarofder
1
Azam, S. M. Ferdous
1
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1
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1
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1
Byun, Jaemun
1
Cai, Ruiying
1
Chacko, Dony Peter
1
Chang, Hyo Jung
1
Chebat, Jean-Charles
1
Chen, Haipeng
1
Comprix, Joseph
1
Cranage, David A.
1
Cummings, Krista Hill
1
Dahl, Darren W.
1
DeMeyer, Christine F.
1
Deng, Xiaoyan
1
El Hedhli, Kamel
1
Fan, Alei
1
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1
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1
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1
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1
Grewal, Dhruv
1
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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
Journal of business research : JBR
50
International journal of hospitality management
44
Journal of retailing and consumer services
38
The journal of services marketing
31
Journal of service research : JSR
19
Service business
19
International journal of contemporary hospitality management
18
The service industries journal
17
Journal of the Academy of Marketing Science
16
Psychology & marketing
11
Services marketing quarterly
11
Journal of hospitality & tourism research : JHTR ; the professional journal of the Council on Hotel, Restaurant, and Institutional Education
10
Journal of service research
10
Managing service quality : MSQ ; an international journal
10
Marketing letters : a journal of research in marketing
10
European journal of marketing : EJM
9
Journal of air transport management
9
Journal of service theory and practice
9
Journal of service management
8
Journal of service theory and practice : JSTP
8
Business horizons
7
Journal of strategic marketing
7
Asia Pacific journal of marketing and logistics
6
Journal of travel and tourism marketing
6
Marketing intelligence & planning
6
Tourism management : research, policies, practice
6
Cogent business & management
5
International journal of business and economics
5
Journal of consumer behaviour : an international research review
5
Journal of consumer marketing
5
Journal of interactive marketing : a quarterly publication from the Direct Marketing Educational Foundation
5
Journal of retailing
5
Australasian marketing journal
4
Industrial marketing management : the international journal for industrial and high-tech firms
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
Journal of global marketing
4
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ECONIS (ZBW)
43
OLC EcoSci
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31
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:
32
The mediating influence of service failure explanation on customer repurchase intention through customers satisfaction
Arun Kumar Tarofder
;
Nikhashemi, Seyed Rajab
;
Azam, S. …
- In:
International journal of quality and service sciences
8
(
2016
)
4
,
pp. 516-535
Persistent link: https://www.econbiz.de/10011641344
Saved in:
33
Customer dissatisfaction responses to restaurant service failures : insights into noncomplainers from a relational perspective
Ro, Heejung
- In:
Journal of hospitality marketing & management
24
(
2015
)
3/4
,
pp. 435-456
Persistent link: https://www.econbiz.de/10011292830
Saved in:
34
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:
35
Customer complaints and recovery effectiveness : a customer base approach
Knox, George
;
Oest, Rutger van
- In:
Journal of marketing
78
(
2014
)
5
,
pp. 42-57
Persistent link: https://www.econbiz.de/10010419906
Saved in:
36
A cross-cultural perspective on consumer perceptions of service failures' severity : a pilot study
Zourrig, Haithem
;
El Hedhli, Kamel
;
Chebat, Jean-Charles
- In:
International journal of quality and service sciences
6
(
2014
)
4
,
pp. 238-257
Persistent link: https://www.econbiz.de/10010469104
Saved in:
37
Determinants of customer complaint behavior in a restaurant context : the role of culture, price level, and customer loyalty
Kim, Kyungmin
;
Lee, Chung Hun
;
Mattila, Anna S.
- In:
Journal of hospitality marketing & management
23
(
2014
)
7/8
,
pp. 885-906
Persistent link: https://www.econbiz.de/10010473452
Saved in:
38
Perceived justice in South African airline and hospital industries : measurement model
DeMeyer, Christine F.
;
Petzer, Daniel J.
;
Svari, Sander
; …
- In:
International journal of quality and service sciences
5
(
2013
)
2
,
pp. 120-139
Persistent link: https://www.econbiz.de/10009768462
Saved in:
39
Profiling service failure and customer online complaint motives in the case of single failure and double deviation
Poh Theng Loo
;
Huey Chern Boo
;
Khoo-Lattimore, Catheryn
- In:
Journal of hospitality marketing & management
22
(
2013
)
7/8
,
pp. 728-751
Persistent link: https://www.econbiz.de/10010241587
Saved in:
40
Perceived justice in South African airline and hospital industries : measurement model
Meyer, Christine F. De
;
Petzer, Daniel J.
;
Svari, Sander
; …
- In:
International journal of quality and service sciences
5
(
2013
)
2
,
pp. 120-139
Persistent link: https://www.econbiz.de/10010160050
Saved in:
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