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~person:"Bejou, David"
~person:"Sparks, Beverley"
~subject:"Complaint management"
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Complaint management
Beschwerdemanagement
10
Dienstleistungsqualität
8
Service quality
8
Customer satisfaction
7
Kundenzufriedenheit
7
Consumer behaviour
6
Konsumentenverhalten
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China
3
Hotel industry
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Hotellerie
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Internet marketing
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Online retailing
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Online-Handel
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Online-Marketing
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Service failure
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Viral marketing
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Virales Marketing
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Acculturation
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Beziehungsmarketing
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Internet
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Relationship marketing
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Social Web
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Social web
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Stress
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Work stress
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Airline
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Arbeitszufriedenheit
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Chinese
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Chinese consumers
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Chinesen
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Complaints
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Coping
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Corporate reputation
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Customer complaints
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Bejou, David
Sparks, Beverley
Mattila, Anna S.
24
Stauss, Bernd
20
Gelbrich, Katja
17
Grégoire, Yany
16
Roschk, Holger
16
Homburg, Christian
13
Fürst, Andreas
12
Jang, Soocheong
10
Van Vaerenbergh, Yves
10
Gruber, Thorsten
9
Seidel, Wolfgang
9
Vázquez Casielles, Rodolfo
9
Guchait, Priyanko
8
MacQuilken, Lisa
8
McColl-Kennedy, Janet R.
8
Ro, Heejung
8
Robertson, Nichola
8
Tsarenko, Yelena
8
Brock, Christian
7
Edvardsson, Bo
7
Svensson, Göran
7
Tronvoll, Bård
7
Baker, Melissa A.
6
Balaji, M. S.
6
Brady, Michael K.
6
Cai, Ruiying
6
Chebat, Jean-Charles
6
Grewal, Dhruv
6
Gäthke, Jana
6
Hogreve, Jens
6
Matos, Celso Augusto de
6
Patterson, Paul G.
6
Tripp, Thomas M.
6
Walsh, Gianfranco
6
Wan, Lisa C.
6
Weber, Karin
6
Zaugg, Alexandra Daniela
6
Baker, Thomas L.
5
Beatty, Sharon E.
5
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International journal of hospitality management
2
Journal of hospitality marketing & management
2
The journal of services marketing
2
International journal of contemporary hospitality management
1
Journal of hospitality & tourism research : JHTR ; the professional journal of the Council on Hotel, Restaurant, and Institutional Education
1
Journal of service management
1
Journal of travel and tourism marketing
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ECONIS (ZBW)
10
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1
Understanding guest tolerance and the role of cultural familiarity in hotel service failures
Trianasari, Nana
;
Butcher, Ken
;
Sparks, Beverley
- In:
Journal of hospitality marketing & management
27
(
2018
)
1
,
pp. 21-40
Persistent link: https://www.econbiz.de/10011848315
Saved in:
2
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:
3
Same but different : Chinese-American and Mainland Chinese consumers’ perceptions of and behavior in a service failure situation
Weber, Karin
;
Hsu, Cathy H. C.
;
Sparks, Beverley
- In:
Journal of travel and tourism marketing
33
(
2016
)
4/6
,
pp. 471-496
Persistent link: https://www.econbiz.de/10011517125
Saved in:
4
The effects of acculturation, social distinctiveness, and social presence in a service failure situation
Weber, Karin
;
Sparks, Beverley
;
Hsu, Cathy H. C.
- In:
International journal of hospitality management
56
(
2016
),
pp. 44-55
Persistent link: https://www.econbiz.de/10011520943
Saved in:
5
Perceived prevalence and personal impact of negative online reviews
Bradley, Graham L.
;
Sparks, Beverley
;
Weber, Karin
- In:
Journal of service management
27
(
2016
)
4
,
pp. 507-533
Persistent link: https://www.econbiz.de/10011563656
Saved in:
6
Retrospective: service failure and loyalty : an exploratory empirical study of airline customers
Palmer, Adrian
;
Bejou, David
- In:
The journal of services marketing
30
(
2016
)
5
,
pp. 480-484
Persistent link: https://www.econbiz.de/10011615517
Saved in:
7
The stress of anonymous online reviews: a conceptual model and research agenda
Bradley, Graham L.
;
Sparks, Beverley
;
Weber, Karin
- In:
International journal of contemporary hospitality management
27
(
2015
)
5
,
pp. 739-755
Persistent link: https://www.econbiz.de/10011405107
Saved in:
8
Service encounters and face loss : issues of failures, fairness, and context
Lee, Yun Lok
;
Sparks, Beverley
;
Butcher, Ken
- In:
International journal of hospitality management
34
(
2013
),
pp. 384-393
Persistent link: https://www.econbiz.de/10009767477
Saved in:
9
Explanations: if, when, and how they aid service recovery
Bradley, Graham
;
Sparks, Beverley
- In:
The journal of services marketing
26
(
2012
)
1
,
pp. 41-50
Persistent link: https://www.econbiz.de/10009519755
Saved in:
10
Complaining in cyberspace : the motives and forms of hotel guests' complaints online
Sparks, Beverley
;
Browning, Victoria
- In:
Journal of hospitality marketing & management
19
(
2010
)
7
,
pp. 797-818
Persistent link: https://www.econbiz.de/10008701698
Saved in:
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