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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
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Online-Marketing
5
social media
5
Justice
4
Service recovery
4
USA
4
United States
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Dienstleistungsmanagement
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Dienstleistungssektor
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Service industry
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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
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
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1
Chang, Hyo Jung
1
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1
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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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Golmohammadi, Alireza
1
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1
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1
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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
48
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
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
Cogent business & management
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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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
Service robot's responses in service recovery and service evaluation : the moderating role of robots' social perception
Shan, Minghui
;
Zhu, Zhenzhong
;
Chen, Haipeng
;
Sun, Sijie
- In:
Journal of hospitality marketing & management
33
(
2024
)
2
,
pp. 145-168
Persistent link: https://www.econbiz.de/10014511796
Saved in:
3
Responding to negative reviews? : the interplay of management response strategy and service failure type
Salehi-Esfahani, Saba
;
Torres, Edwin
;
Hua, Nan
- In:
Journal of hospitality marketing & management
32
(
2023
)
1
,
pp. 29-49
Persistent link: https://www.econbiz.de/10013545802
Saved in:
4
Consumer complaining behavior in hospitality management
Tosun, Petek
;
Sezgin, Selime
;
Uray, Nimet
- In:
Journal of hospitality marketing & management
31
(
2022
)
2
,
pp. 247-264
Persistent link: https://www.econbiz.de/10012821095
Saved in:
5
The role of switching cost in the e-service recovery framework among banking customers
Jose, Ajay
;
Mathew, Sonia
;
Rejikumar G.
;
Chacko, Dony Peter
- In:
International journal of quality and service sciences
14
(
2022
)
1
,
pp. 86-109
Persistent link: https://www.econbiz.de/10012884465
Saved in:
6
Service recovery in unaffected consumers : evidence of a recovery paradox
Wardley, Marcus
- In:
International journal of quality and service sciences
14
(
2022
)
1
,
pp. 121-132
Persistent link: https://www.econbiz.de/10012884467
Saved in:
7
Effects of customer forgiveness on brand betrayal and brand hate in restaurant service failures : does apology letter matter?
Rasouli, Nasrin
;
Mostafa Rasoolimanesh, S.
;
Rahmani, …
- In:
Journal of hospitality marketing & management
31
(
2022
)
6
,
pp. 662-687
Persistent link: https://www.econbiz.de/10013327881
Saved in:
8
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:
9
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:
10
When and why saying "thank you" is better than saying "sorry" in redressing service failures : the role of self-esteem
You, Yanfen
;
Yang, Xiaojing
;
Wang, Lili
;
Deng, Xiaoyan
- In:
Journal of marketing
84
(
2020
)
2
,
pp. 133-150
Persistent link: https://www.econbiz.de/10012176607
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