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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:"Social Web"
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Search: subject_exact:"Reklamation"
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Social Web
Beschwerdemanagement
54
Complaint management
54
Consumer behaviour
39
Dienstleistungsqualität
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
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USA
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United States
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Dienstleistungssektor
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complaint management
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customer loyalty
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online complaints
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8
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Rui, Huaxia
2
Chang, Hyo Jung
1
Comprix, Joseph
1
Cummings, Krista Hill
1
Fernandes, Filipa
1
Fernandes, Teresa
1
Gao, Yang
1
Gauri, Dinesh Kumar
1
Golmohammadi, Alireza
1
Grewal, Dhruv
1
Grewal, Lauren
1
Gunarathne, Priyanga
1
Havakhor, Taha
1
Herhausen, Dennis
1
Israeli, Aviad A.
1
Karpinski, Aryn C.
1
Kim, Eojina
1
Lee, Seonjeong
1
Memarzadeh, Faranak
1
Ordenes, Francisco Villarroel
1
Roggeveen, Anne L.
1
Seidmann, Abraham
1
Sun, Shujing
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
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
3
Journal of retailing and consumer services
3
The journal of services marketing
3
Tourism management : research, policies, practice
3
Harvard business review : HBR
2
International journal of contemporary hospitality management
2
Journal of service research
2
Marketing intelligence & planning
2
The service industries journal
2
Accounting perspectives : a journal of The Canadian Academic Accounting Association
1
Aktuelle Entwicklungen im Dienstleistungsmarketing
1
Asia-Pacific journal of business administration
1
Corporate communications : an international journal
1
Corporate reputation review : an international journal
1
Environmental and resource economics
1
European journal of marketing
1
European journal of marketing : EJM
1
GfK marketing intelligence review : Marketingforschung für die Praxis
1
HMD : Praxis der Wirtschaftsinformatik
1
Innovatives Markenmanagement
1
International journal of electronic commerce : IJEC
1
International journal of electronic customer relationship management : IJECRM
1
International journal of hospitality management
1
International journal of innovation science
1
International journal of operations & production management : IJOPM ; the official journal of the European Operations Management Association, EUROMA
1
International journal of services and operations management
1
International journal of services, economics and management
1
International journal of social entrepreneurship and innovation : IJSEI
1
International marketing review
1
Journal of advertising research
1
Journal of business strategy
1
Journal of communication management
1
Journal of consumer research : JCR ; an interdisciplinary bimonthly
1
Journal of global information management : an official publication of the Information Resources Management Association
1
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ECONIS (ZBW)
8
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date (oldest first)
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
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:
3
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:
4
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:
5
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:
6
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:
7
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:
8
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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