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~person:"Day, Ralph L."
~person:"Wu, Luorong"
~subject:"Complaint management"
~subject:"Hospital"
~subject:"Online retailing"
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Complaint management
Hospital
Online retailing
Customer satisfaction
18
Kundenzufriedenheit
18
Consumer behaviour
17
Konsumentenverhalten
17
Dienstleistungsqualität
11
Service quality
11
Beschwerdemanagement
8
Beziehungsmarketing
5
Relationship marketing
5
Dienstleistungssektor
3
Service industry
3
Dienstleistung
2
Emotion
2
Internet marketing
2
Krankenhaus
2
Online-Handel
2
Online-Marketing
2
Services
2
Viral marketing
2
Virales Marketing
2
Aesthetic labor
1
Aesthetics
1
Ambient intimacy
1
Blame attributions
1
Brand management
1
Compensation system
1
Consumer
1
Corporate Social Responsibility
1
Corporate social responsibility
1
Cumulative satisfaction
1
Customer approach intentions
1
Customer service
1
Data Mining
1
Data mining
1
Delight
1
Digital platform
1
Digitale Plattform
1
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Undetermined
7
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Article
7
Book / Working Paper
5
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Article in journal
7
Aufsatz in Zeitschrift
7
Konferenzschrift
4
Language
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English
12
Author
All
Day, Ralph L.
Wu, Luorong
Roschk, Holger
14
Mattila, Anna S.
13
Grégoire, Yany
12
Gelbrich, Katja
11
Guchait, Priyanko
9
Prybutok, Victor R.
9
Van Vaerenbergh, Yves
9
Jang, Soocheong
8
Vázquez Casielles, Rodolfo
8
Grewal, Dhruv
7
Sparks, Beverley
7
Stauss, Bernd
7
Usman, Osly
7
Xu, Xun
7
Balaji, M. S.
6
McColl-Kennedy, Janet R.
6
Parayitam, Satyanarayana
6
Park, Jungkun
6
Rohman, Fatchur
6
Sajad Rezaei
6
Seidel, Wolfgang
6
Bauer, Hans H.
5
Chebat, Jean-Charles
5
Falk, Tomas
5
Hammerschmidt, Maik
5
Harun, Ahasan
5
Kazley, Abby Swanson
5
Larivière, Bart
5
Lu, Lu
5
MacQuilken, Lisa
5
Matos, Celso Augusto de
5
Menachemi, Nir
5
Paul, Justin
5
Prashar, Sanjeev
5
Román, Sergio
5
Shin, Hyunju
5
Sreejesh, S.
5
Tandon, Urvashi
5
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Institution
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Conference on Consumer Satisfaction, Dissatisfaction, and Complaining Behavior <3, 1978, Chicago, Ill.>
1
Conference on Consumer Satisfaction, Dissatisfaction, and Complaining Behavior <5, 1980, Saint Louis, Mo.>
1
Conference on Consumer Satisfaction, Dissatisfaction, and Complaining Behavior <6, 1981, Bloomington, Ind.>
1
Marketing Research Symposium <1977, Bloomington, Ind.>
1
Published in...
All
Journal of service management
2
International journal of contemporary hospitality management
1
International journal of hospitality management
1
Journal of business research : JBR
1
Journal of hospitality marketing & management
1
Journal of service research : JSR
1
Source
All
ECONIS (ZBW)
12
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1
Platform-centric vs. multi-party service failure : an examination of consumers' negative word of mouth about sharing economy platforms
Wu, Luorong
;
Liu, Qing
;
Ma, Shihan
;
Hanks, Lydia
- In:
International journal of contemporary hospitality management
35
(
2023
)
4
,
pp. 1332-1375
Persistent link: https://www.econbiz.de/10014280782
Saved in:
2
Mediating service experiences with online photos : the role of consumers' perceptions of the mediated servicescape
He, Zeya
;
Wu, Luorong
;
Li, Xiang
- In:
Journal of service management
34
(
2023
)
4
,
pp. 657-695
Persistent link: https://www.econbiz.de/10014338199
Saved in:
3
Transformative hospitality services : a conceptualization and development of organizational dimensions
Gallan, Andrew S.
;
Kabadayi, Sertan
;
Ali, Faizan
; …
- In:
Journal of business research : JBR
134
(
2021
),
pp. 171-183
Persistent link: https://www.econbiz.de/10012643724
Saved in:
4
Hospitality aesthetic labor management : consumers' and prospective employees' perspectives of hospitality brands
Wu, Luorong
;
King, Ceridwyn A.
;
Lu, Lu
;
Guchait, Priyanko
- In:
International journal of hospitality management
87
(
2020
),
pp. 1-11
Persistent link: https://www.econbiz.de/10012241859
Saved in:
5
When does technology anthropomorphism help alleviate customer dissatisfaction after a service failure? : the moderating role of consumer technology self-efficacy and interdependent...
Fan, Alei
;
Wu, Luorong
;
Miao, Li
;
Mattila, Anna S.
- In:
Journal of hospitality marketing & management
29
(
2020
)
3
,
pp. 269-290
Persistent link: https://www.econbiz.de/10012256133
Saved in:
6
The impact of power on service customers’ willingness to post online reviews
Wu, Luorong
;
Mattila, Anna S.
;
Wang, Chen-Ya
;
Hanks, Lydia
- In:
Journal of service research : JSR
19
(
2016
)
2
,
pp. 224-238
Persistent link: https://www.econbiz.de/10011485452
Saved in:
7
A double whammy effect of ethnicity and gender on consumer responses to management level service failures
Wu, Luorong
;
Han, Rachel
;
Mattila, Anna S.
- In:
Journal of service management
27
(
2016
)
3
,
pp. 339-359
Persistent link: https://www.econbiz.de/10011583559
Saved in:
8
New findings on consumer satisfaction and complaining : papers from the Fifth Annual Conference on Consumer Satisfaction, Dissatisfaction, and Complaining Behavior, St. Louis, Miss...
Day, Ralph L.
(
contributor
);
Hunt, H. Keith
(
contributor
)
-
1982
Persistent link: https://www.econbiz.de/10001414449
Saved in:
9
Conceptual and empirical contributions to consumer satisfaction and complaining behavior : papers from the Sixth Annual Conference on Consumer Satisfaction, Dissatisfaction, and Co...
Hunt, H. Keith
(
contributor
);
Day, Ralph L.
(
contributor
)
-
1982
Persistent link: https://www.econbiz.de/10001420669
Saved in:
10
Refining concepts and measures of consumer satisfaction and complaining behavior : papers from the Fourth Annual Conference on Consumer Satisfaction, Dissatisfaction, and Complaini...
Hunt, H. Keith
(
contributor
);
Day, Ralph L.
(
contributor
)
-
1980
Persistent link: https://www.econbiz.de/10001414450
Saved in:
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