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~isPartOf:"Journal of hospitality & tourism research : JHTR ; the professional journal of the Council on Hotel, Restaurant, and Institutional Education"
~subject:"Consumer behaviour"
~subject:"Relationship marketing"
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Search: subject_exact:"Consumer complaints"
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Consumer behaviour
Relationship marketing
Beschwerdemanagement
13
Complaint management
13
Dienstleistungsqualität
10
Service quality
10
Konsumentenverhalten
8
Customer satisfaction
7
Kundenzufriedenheit
7
Beziehungsmarketing
5
service recovery
4
Customer service
3
Emotion
3
Kundenservice
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service failure
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Gastgewerbe
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Gastronomie
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Hospitality industry
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Hotel industry
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Hotellerie
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Viral marketing
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Virales Marketing
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management responses
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Betriebsklima
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Cameroon
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Capacity utilization
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Cattell
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China
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Corporate Social Responsibility
1
Corporate reputation
1
Corporate social responsibility
1
Employee retention
1
Environmental management
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Ethiopia
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Experiment
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Firmenimage
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Hospital
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9
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Chi, Christina Geng-Qing
2
Ro, Heejung
2
Albus, Heidi
1
Baker, Melissa A.
1
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1
Bogicevic, Vanja
1
Bujisic, Milos
1
Cai, Ruiying
1
Green, Alison
1
Gursoy, Dogan
1
Huang, Zhuowei
1
Jovanovic, Verka
1
Kim, Kawon Kathy
1
Lu, Lu
1
MacQuilken, Lisa
1
Mattila, Anna S.
1
Miao, Li
1
Montgomery, Rhonda
1
Pan, Li
1
Parsa, H. G.
1
Robertson, Nichola
1
Sukhu, Anupama
1
Tanford, Sarah
1
Xiao, Guangshun
1
Xu, Xing'an
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Journal of hospitality & tourism research : JHTR ; the professional journal of the Council on Hotel, Restaurant, and Institutional Education
Journal of business research : JBR
50
International journal of hospitality management
37
Journal of retailing and consumer services
31
Journal of hospitality marketing & management
28
The journal of services marketing
27
Journal of service research : JSR
19
International journal of contemporary hospitality management
16
The service industries journal
15
Service business
14
European journal of marketing : EJM
13
Psychology & marketing
13
Journal of retailing
11
Journal of service research
11
International journal of consumer studies
10
Journal of marketing
10
Journal of service management
10
Marketing letters : a journal of research in marketing
10
Services marketing quarterly
10
Journal of the Academy of Marketing Science
9
Managing service quality : MSQ ; an international journal
9
Journal of marketing management : MM
8
SpringerLink / Bücher
8
Business horizons
7
Ilmenauer Schriften zur Betriebswirtschaftslehre
7
International journal of production economics
7
Journal of travel and tourism marketing
7
Tourism management : research, policies, practice
7
Cogent business & management
6
International journal of quality and service sciences
6
Journal of consumer behaviour : an international research review
6
Journal of service theory and practice : JSTP
6
Marketing intelligence & planning
6
Reihe: Wissenschaftliche Arbeitspapiere / W / Institut für Marktorientierte Unternehmensführung, Universität Mannheim
6
Working papers / Institut für Wirtschaftsinformatik der Universität Bern
6
Gabler Edition Wissenschaft
5
International journal of services and operations management
5
Journal of consumer marketing
5
Journal of service theory and practice
5
Journal of strategic marketing
5
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1
The effects of intragroup guanxi interaction on customers' intentions to complain
Xu, Xing'an
;
Chi, Christina Geng-Qing
;
Cai, Ruiying
;
Pan, Li
- In:
Journal of hospitality & tourism research : JHTR ; the …
46
(
2022
)
7
,
pp. 1411-1435
Persistent link: https://www.econbiz.de/10013387411
Saved in:
2
How we complain : the effect of personality on consumer complaint channels
Berry, Riley
;
Tanford, Sarah
;
Montgomery, Rhonda
; …
- In:
Journal of hospitality & tourism research : JHTR ; the …
42
(
2018
)
1
,
pp. 74-101
Persistent link: https://www.econbiz.de/10011912154
Saved in:
3
It's raining complaints! : how weather factors drive consumer comments and word-of-mouth
Bujisic, Milos
;
Bogicevic, Vanja
;
Parsa, H. G.
; …
- In:
Journal of hospitality & tourism research : JHTR ; the …
43
(
2019
)
5
,
pp. 656-681
Persistent link: https://www.econbiz.de/10012053330
Saved in:
4
Developing a consumer complaining and recovery effort scale
Lu, Lu
;
Gursoy, Dogan
;
Chi, Christina Geng-Qing
;
Xiao, …
- In:
Journal of hospitality & tourism research : JHTR ; the …
42
(
2018
)
5
,
pp. 686-715
Persistent link: https://www.econbiz.de/10011912319
Saved in:
5
Other customer service failures : emotions, impacts, and attributions
Baker, Melissa A.
;
Kim, Kawon Kathy
- In:
Journal of hospitality & tourism research : JHTR ; the …
42
(
2018
)
7
,
pp. 1067-1085
Persistent link: https://www.econbiz.de/10011922297
Saved in:
6
Corporate social responsibility : the effect of green practices in a service recovery
Albus, Heidi
;
Ro, Heejung
- In:
Journal of hospitality & tourism research : JHTR ; the …
41
(
2017
)
1
,
pp. 41-65
Persistent link: https://www.econbiz.de/10011632988
Saved in:
7
Illegitimate customer complaining behavior in hospitality service encouters : a frontline employee perspecitve
Huang, Zhuowei
;
Miao, Li
- In:
Journal of hospitality & tourism research : JHTR ; the …
40
(
2016
)
6
,
pp. 655-684
Persistent link: https://www.econbiz.de/10011559797
Saved in:
8
Who chose this restaurant anyway? : the effect of responsibility for choice, guarantees, and failure stability on customer complaining
MacQuilken, Lisa
;
Robertson, Nichola
- In:
Journal of hospitality & tourism research : JHTR ; the …
37
(
2013
)
4
,
pp. 537-562
Persistent link: https://www.econbiz.de/10010206596
Saved in:
9
Discrete negative emotions and customer dissatisfaction responses in a casual restaurant setting
Mattila, Anna S.
;
Ro, Heejung
- In:
Journal of hospitality & tourism research : JHTR ; the …
32
(
2008
)
1
,
pp. 89-107
Persistent link: https://www.econbiz.de/10003661362
Saved in:
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