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~isPartOf:"Journal of hospitality & tourism research : JHTR ; the professional journal of the Council on Hotel, Restaurant, and Institutional Education"
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Beschwerdemanagement
13
Complaint management
13
Dienstleistungsqualität
10
Service quality
10
Consumer behaviour
8
Konsumentenverhalten
8
Customer satisfaction
7
Kundenzufriedenheit
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service recovery
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Bradley, Graham L.
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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
72
International journal of hospitality management
55
Journal of retailing and consumer services
43
The journal of services marketing
43
Journal of hospitality marketing & management
31
Journal of service research : JSR
31
The service industries journal
27
International journal of contemporary hospitality management
20
Journal of the Academy of Marketing Science
20
Service business
20
Psychology & marketing
16
European journal of marketing : EJM
15
Journal of retailing
15
Journal of service research
15
Journal of service management
14
Managing service quality : MSQ ; an international journal
14
Services marketing quarterly
13
Journal of air transport management
12
Journal of consumer behaviour : an international research review
12
Journal of marketing
12
Marketing letters : a journal of research in marketing
12
SpringerLink / Bücher
12
International journal of consumer studies
11
Journal of marketing management : MM
10
International journal of quality and service sciences
9
Journal of service theory and practice
9
Journal of service theory and practice : JSTP
9
Asia Pacific journal of marketing and logistics
8
Business horizons
8
Erfolgreiches Beschwerdemanagement : Wege zu Prozessverbesserungen und Kundenzufriedenheit
8
Ilmenauer Schriften zur Betriebswirtschaftslehre
8
International journal of production economics
8
Journal of strategic marketing
8
Journal of travel and tourism marketing
8
Tourism management : research, policies, practice
8
Cogent business & management
7
Marketing intelligence & planning
7
Reihe: Wissenschaftliche Arbeitspapiere / W / Institut für Marktorientierte Unternehmensführung, Universität Mannheim
7
Total quality management & business excellence : an official journal of the European Society for Organisational Excellence
7
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ECONIS (ZBW)
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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
How sincere is an apology? : recovery satisfaction in a robot service failure context
Hu, Yaou
;
Min, Hyounae
;
Su, Na
- In:
Journal of hospitality & tourism research : JHTR ; the …
45
(
2021
)
6
,
pp. 1022-1043
Persistent link: https://www.econbiz.de/10012592331
Saved in:
4
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:
5
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:
6
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:
7
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:
8
A "Triple A" typology of responding to negative consumer-generated online reviews
Sparks, Beverley
;
Bradley, Graham L.
- In:
Journal of hospitality & tourism research : JHTR ; the …
41
(
2017
)
6
,
pp. 719-745
Persistent link: https://www.econbiz.de/10011736938
Saved in:
9
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:
10
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
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