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~isPartOf:"Journal of business research : JBR"
~isPartOf:"Journal of retailing and consumer services"
~subject:"Beschwerdemanagement"
~subject:"Complaint management"
~subject:"Hotel industry"
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Search: subject:"Customer satisfaction"
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Beschwerdemanagement
Complaint management
Hotel industry
Customer satisfaction
722
Kundenzufriedenheit
719
Consumer behaviour
470
Konsumentenverhalten
470
Beziehungsmarketing
399
Relationship marketing
399
Dienstleistungsqualität
357
Service quality
357
Satisfaction
103
Einzelhandel
101
Retail trade
101
Online retailing
98
Online-Handel
98
Customer service
83
Kundenservice
83
Brand management
61
Markenführung
61
Viral marketing
59
Virales Marketing
59
E-commerce
54
Electronic Commerce
54
Brand image
53
Markenimage
53
Emotion
50
Customer experience
43
Customer loyalty
42
Loyalty
42
Arbeitszufriedenheit
41
Confidence
41
Job satisfaction
41
Vertrauen
41
Social Web
39
Social web
39
Internet marketing
38
Online-Marketing
38
Dienstleistungssektor
36
Service failure
36
Service industry
36
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Undetermined
73
Type of publication
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Article
91
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Article in journal
91
Aufsatz in Zeitschrift
91
Language
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English
91
Author
All
Balaji, M. S.
3
Chebat, Jean-Charles
3
Borges, Adilson
2
Gelbrich, Katja
2
Gohary, Ali
2
Grégoire, Yany
2
Gäthke, Jana
2
Hamzelu, Bahman
2
Harun, Ahasan
2
Huang, Minxue
2
Hutzinger, Clemens
2
Krishnan, Balaji C.
2
Pacheco, Natália Araújo
2
Rokonuzzaman, Md
2
Salo, Jari
2
Sengupta, Aditi Sarkar
2
Tsang, Alex S. L.
2
Weitzl, Wolfgang
2
Zheng, Chundong
2
Zhou, Nan
2
Zhou, Yuanyuan
2
Aghazadeh, Hashem
1
Ahmed, Zeeshan
1
Aksoy, Nilsah Cavdar
1
Alamanos, Eleftherios
1
Alatalo, Sari
1
Ali Ahani
1
Ali, Faizan
1
Alizadeh, Hamid
1
Altinigne, Nesenur
1
Arikan, Esra
1
Ariza-Montes, Antonio
1
Armirotto, Vincent
1
Arsenovic, Jasenko
1
Azemi, Yllka
1
Babin, Barry J.
1
Bacile, Todd J.
1
Bagherzadeh, Ramin
1
Bai, Yanzhuang
1
Baker, Melissa A.
1
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Published in...
All
Journal of business research : JBR
Journal of retailing and consumer services
International journal of hospitality management
148
Journal of hospitality marketing & management
63
International journal of contemporary hospitality management
61
Journal of travel and tourism marketing
35
Tourism management : research, policies, practice
33
The journal of services marketing
31
Journal of hospitality & tourism research : JHTR ; the professional journal of the Council on Hotel, Restaurant, and Institutional Education
26
The service industries journal
21
Service business
19
Journal of service research : JSR
15
Journal of hospitality and tourism insights
14
Tourism management perspectives : TMP
13
Journal of service management
12
Journal of the Academy of Marketing Science
11
European journal of marketing : EJM
10
Marketing letters : a journal of research in marketing
10
Psychology & marketing
10
Services marketing quarterly
10
Journal of service theory and practice
9
Managing service quality : MSQ ; an international journal
9
Cogent business & management
8
International journal of leisure and tourism marketing : IJLTM
8
Journal of air transport management
8
Journal of service research
8
Asia Pacific journal of marketing and logistics
7
International journal of quality and service sciences
7
International journal of services, economics and management
7
Journal of retailing
7
Journal of service theory and practice : JSTP
7
Journal of strategic marketing
7
Total quality management & business excellence
7
Total quality management & business excellence : an official journal of the European Society for Organisational Excellence
7
Tourism and hospitality research : THR
7
Administrative Sciences : open access journal
6
Ilmenauer Schriften zur Betriebswirtschaftslehre
6
International journal of business and economics
6
Journal for global business advancement : JGBA
6
Journal of marketing
6
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ECONIS (ZBW)
91
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1
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91
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1
Virtual versus human : unraveling consumer reactions to service failures through influencer types
Zhao, Taiyang
;
Ran, Yaxuan
;
Wu, Banggang
;
Wang, Valerie …
- In:
Journal of business research : JBR
178
(
2024
),
pp. 1-12
Persistent link: https://www.econbiz.de/10014555571
Saved in:
2
The blame shift : robot service failures hold service firms more accountable
Ryoo, Yuhosua
;
Kim, WooJin
- In:
Journal of business research : JBR
171
(
2024
),
pp. 1-14
Persistent link: https://www.econbiz.de/10014535999
Saved in:
3
May robots be held responsible for service failure and recovery? : the role of robot service provider agents' human-likeness
Arikan, Esra
;
Altinigne, Nesenur
;
Kuzgun, Ebru
;
Okan, Mehmet
- In:
Journal of retailing and consumer services
70
(
2023
),
pp. 1-11
Persistent link: https://www.econbiz.de/10014240279
Saved in:
4
Emotion and trust in virtual service assistant design for effective service recovery
Le, Hoang T. P. M.
;
Park, Jungkun
;
Lee, Sangwoo
- In:
Journal of retailing and consumer services
74
(
2023
),
pp. 1-11
Persistent link: https://www.econbiz.de/10014364045
Saved in:
5
Would you try it again? : dual effects of customer mindfulness on service recovery
Martinez, Luisa M.
;
Pacheco, Natália Araújo
;
Ramos, …
- In:
Journal of retailing and consumer services
74
(
2023
),
pp. 1-13
Persistent link: https://www.econbiz.de/10014364668
Saved in:
6
The role of socially rich photos in generating favorable donation behavior on charity websites
Bataoui, Soffien
;
Boch, Emmanuelle
- In:
Journal of retailing and consumer services
74
(
2023
),
pp. 1-16
Persistent link: https://www.econbiz.de/10014364672
Saved in:
7
Would you forgive me? : from perceived justice and complaint handling to customer forgiveness and brand credibility-symmetrical and asymmetrical perspectives
Ali, Faizan
;
El-Manstrly, Dahlia
;
Ghazanfar Ali Abbasi
- In:
Journal of business research : JBR
166
(
2023
),
pp. 1-15
Persistent link: https://www.econbiz.de/10014368203
Saved in:
8
Does justice affect brand advocacy? : online brand advocacy behaviors as a response to hotel customers' justice perceptions
Aksoy, Nilsah Cavdar
;
Yazici, Nihal
- In:
Journal of retailing and consumer services
73
(
2023
),
pp. 1-13
Persistent link: https://www.econbiz.de/10014303156
Saved in:
9
Role of downward versus upward social comparison in service recovery : testing a mediated moderation model with two empirical studies
Chen, Ke
;
Zhan, Wu
;
Sharma, Piyush
- In:
Journal of retailing and consumer services
75
(
2023
),
pp. 1-13
Persistent link: https://www.econbiz.de/10014372531
Saved in:
10
Examining the impact of service robot communication styles on customer intimacy following service failure
Park, Junsung
;
Yoo, Joon Woo
;
Cho, Youngju
;
Park, Heejun
- In:
Journal of retailing and consumer services
75
(
2023
),
pp. 1-9
Persistent link: https://www.econbiz.de/10014372639
Saved in:
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