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~isPartOf:"Journal of hospitality marketing & management"
~subject:"Complaint management"
~subject:"Hospital"
~subject:"Kundenservice"
~subject:"Markenimage"
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Search: "Dienstleistungsqualität"
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Complaint management
Hospital
Kundenservice
Markenimage
Dienstleistungsqualität
136
Service quality
136
Customer satisfaction
96
Kundenzufriedenheit
96
Consumer behaviour
77
Konsumentenverhalten
77
Beziehungsmarketing
54
Relationship marketing
54
Hotel industry
47
Hotellerie
47
Gastronomie
32
Restaurant industry
32
Beschwerdemanagement
24
service quality
19
Krankenhaus
17
Hospitality industry
16
Customer service
15
Gastgewerbe
15
Emotion
13
Viral marketing
12
Virales Marketing
12
customer loyalty
12
customer satisfaction
12
service failure
11
hospitality
10
satisfaction
10
Brand image
9
Brand management
9
Markenführung
9
Quality management
8
Qualitätsmanagement
8
Arbeitsverhalten
7
Holiday behaviour
7
Product quality
7
Produktqualität
7
Urlaubsverhalten
7
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Bai, Billy
2
Fan, Alei
2
Koc, Erdogan
2
Li, Minglong
2
Mattila, Anna S.
2
Miao, Li
2
Qiu, Hailian
2
Ro, Heejung
2
Anning-Dorson, Thomas
1
Anusree, M. R.
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Assaker, Guy
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Baker, Melissa A.
1
Berenguer Contrí, Gloria
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Bogicevic, Vanja
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Bujisic, Milos
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Butcher, Ken
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Byun, Jaemun
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Cai, Ruiying
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Chen, Haipeng
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Chen, Shu-Hsiang
1
Cheng, Bao
1
Chi, Oscar Hengxuan
1
Choi, Hyeyoon
1
Choo, Wei Chong
1
Christou, Evangelos
1
Chu, Peng-Xu
1
Cranage, David A.
1
Denizci, Basak
1
DiPietro, Robin B.
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Dong, Yun
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El Haddad, Rania
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Fakharian, Meysam
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Fong, Lawrence Hoc Nang
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Gazzoli, Gabriel
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1
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Journal of hospitality marketing & management
International journal of hospitality management
139
Journal of retailing and consumer services
99
Journal of business research : JBR
79
The journal of services marketing
79
Health care management review : HCM review
73
International journal of contemporary hospitality management
53
The service industries journal
47
Journal of health economics
40
Working paper / National Bureau of Economic Research, Inc.
37
Journal of health organization and management
36
Quality management journal : QMJ
36
NBER working paper series
34
Service business
33
NBER Working Paper
31
Services marketing quarterly
31
Journal of service management
30
Journal of service research : JSR
30
The TQM journal : the international review of organizational improvement
30
Total quality management & business excellence : an official journal of the European Society for Organisational Excellence
30
Journal of travel and tourism marketing
26
Journal of service research
24
Health marketing quarterly
23
Journal of the Academy of Marketing Science
23
International journal of productivity and quality management : IJPQM
22
Journal of hospitality & tourism research : JHTR ; the professional journal of the Council on Hotel, Restaurant, and Institutional Education
22
Tourism management : research, policies, practice
22
Health economics
21
International journal of quality and service sciences
21
Journal of air transport management
21
International journal of services and operations management
20
Management science : journal of the Institute for Operations Research and the Management Sciences
20
Total quality management & business excellence
19
Cogent business & management
17
International journal of quality & reliability management
17
International journal of pharmaceutical and healthcare marketing : IJPHM
16
Managing service quality : MSQ ; an international journal
16
Psychology & marketing
16
Technological forecasting & social change : an international journal
16
Asia Pacific journal of marketing and logistics
15
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ECONIS (ZBW)
55
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10
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55
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date (oldest first)
1
Service robot's responses in service recovery and service evaluation : the moderating role of robots' social perception
Shan, Minghui
;
Zhu, Zhenzhong
;
Chen, Haipeng
;
Sun, Sijie
- In:
Journal of hospitality marketing & management
33
(
2024
)
2
,
pp. 145-168
Persistent link: https://www.econbiz.de/10014511796
Saved in:
2
Antecedents of proactive customer service performance in hospitality : a meta-analysis
Yan, Zhen
;
Mansor, Zuraina Dato’
;
Choo, Wei Chong
- In:
Journal of hospitality marketing & management
32
(
2023
)
4
,
pp. 505-529
Persistent link: https://www.econbiz.de/10014281028
Saved in:
3
Responding to negative reviews? : the interplay of management response strategy and service failure type
Salehi-Esfahani, Saba
;
Torres, Edwin
;
Hua, Nan
- In:
Journal of hospitality marketing & management
32
(
2023
)
1
,
pp. 29-49
Persistent link: https://www.econbiz.de/10013545802
Saved in:
4
Sexual orientation identity matters : lesbian, gay, and bi-sexual customers’ perceptions of service encounters
Ro, Heejung
- In:
Journal of hospitality marketing & management
32
(
2023
)
1
,
pp. 75-94
Persistent link: https://www.econbiz.de/10013545807
Saved in:
5
Do illegitimate tasks undermine hospitality employees' proactive customer service performance? : a moderated dual-path model
Zhao, Lijing
;
Jolly, Phillip M.
;
Zhao, Shuming
- In:
Journal of hospitality marketing & management
32
(
2023
)
1
,
pp. 95-121
Persistent link: https://www.econbiz.de/10013545811
Saved in:
6
Effect of value co-creation on customer satisfaction : the mediating role of brand equity
González-Mansilla, Oscar Luis
;
Serra Cantallops, Antoni
; …
- In:
Journal of hospitality marketing & management
32
(
2023
)
2
,
pp. 242-263
Persistent link: https://www.econbiz.de/10013545839
Saved in:
7
Examining the effects of AI contactless services on customer psychological safety, perceived value, and hospitality service quality during the COVID‐19 pandemic
Li, Minglong
;
Yin, Dexiang
;
Qiu, Hailian
;
Bai, Billy
- In:
Journal of hospitality marketing & management
31
(
2022
)
1
,
pp. 24-48
Persistent link: https://www.econbiz.de/10012821044
Saved in:
8
Consumer complaining behavior in hospitality management
Tosun, Petek
;
Sezgin, Selime
;
Uray, Nimet
- In:
Journal of hospitality marketing & management
31
(
2022
)
2
,
pp. 247-264
Persistent link: https://www.econbiz.de/10012821095
Saved in:
9
Effects of customer forgiveness on brand betrayal and brand hate in restaurant service failures : does apology letter matter?
Rasouli, Nasrin
;
Mostafa Rasoolimanesh, S.
;
Rahmani, …
- In:
Journal of hospitality marketing & management
31
(
2022
)
6
,
pp. 662-687
Persistent link: https://www.econbiz.de/10013327881
Saved in:
10
Service sabotage in hospitality : a meta-analytic review
Liu, Mingwei
;
Zhang, Pengcheng
;
Gui, Chenglin
;
Lei, Chao
; …
- In:
Journal of hospitality marketing & management
31
(
2022
)
8
,
pp. 984-1008
Persistent link: https://www.econbiz.de/10013459486
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