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~isPartOf:"Journal of hospitality & tourism research : JHTR ; the professional journal of the Council on Hotel, Restaurant, and Institutional Education"
~subject:"Gastgewerbe"
~subject:"Relationship marketing"
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Gastgewerbe
Relationship marketing
Beschwerdemanagement
13
Complaint management
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Dienstleistungsqualität
10
Service quality
10
Consumer behaviour
8
Konsumentenverhalten
8
Customer satisfaction
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Kundenzufriedenheit
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Beziehungsmarketing
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service recovery
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Customer service
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Emotion
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service failure
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Virales Marketing
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management responses
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Ro, Heejung
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Cai, Ruiying
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Chi, Christina Geng-Qing
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Green, Alison
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Huang, Zhuowei
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Kim, Kawon Kathy
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Mattila, Anna S.
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Miao, Li
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Montgomery, Rhonda
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Pan, Li
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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
38
International journal of hospitality management
31
Journal of retailing and consumer services
26
The journal of services marketing
20
Journal of hospitality marketing & management
15
The service industries journal
15
International journal of contemporary hospitality management
13
Journal of service research : JSR
11
Journal of service research
10
Service business
10
Services marketing quarterly
9
Journal of the Academy of Marketing Science
8
Journal of marketing
7
Marketing letters : a journal of research in marketing
7
Tourism management : research, policies, practice
7
Business horizons
6
International journal of production economics
6
Journal of retailing
6
Psychology & marketing
6
SpringerLink / Bücher
6
Cogent business & management
5
Journal of consumer marketing
5
Journal of marketing management : MM
5
Journal of travel and tourism marketing
5
Managing service quality : MSQ ; an international journal
5
Marketing intelligence & planning
5
Asia-Pacific journal of business administration
4
European journal of marketing : EJM
4
International journal of business and economics
4
International journal of consumer studies
4
International journal of quality and service sciences
4
International journal of services and operations management
4
International journal of services, economics and management
4
Journal of service management
4
Journal of service theory and practice
4
Journal of strategic marketing
4
Reihe: Wissenschaftliche Arbeitspapiere / W / Institut für Marktorientierte Unternehmensführung, Universität Mannheim
4
Total quality management & business excellence
4
Total quality management & business excellence : an official journal of the European Society for Organisational Excellence
4
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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
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:
4
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:
5
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:
6
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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