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~person:"Jang, Soocheong"
~person:"Wu, Luorong"
~subject:"Complaint management"
~subject:"Online retailing"
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Complaint management
Online retailing
Customer satisfaction
33
Kundenzufriedenheit
33
Consumer behaviour
24
Konsumentenverhalten
24
Dienstleistungsqualität
18
Service quality
18
Beziehungsmarketing
13
Gastronomie
13
Relationship marketing
13
Restaurant industry
13
Beschwerdemanagement
11
USA
8
United States
8
Dienstleistungssektor
5
Emotion
5
Service industry
5
Service recovery
5
Internet marketing
4
Online-Marketing
4
Service failure
3
Brand management
2
Chinese
2
Chinesisch
2
Confidence
2
Customer service
2
Dienstleistung
2
Elderly people
2
Factor analysis
2
Faktorenanalyse
2
Holiday behaviour
2
Hospital
2
Hotel industry
2
Hotellerie
2
Korean
2
Koreanisch
2
Krankenhaus
2
Kundenservice
2
Lieferantenmanagement
2
Markenführung
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13
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13
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13
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English
13
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Jang, Soocheong
Wu, Luorong
Roschk, Holger
14
Mattila, Anna S.
13
Grégoire, Yany
12
Gelbrich, Katja
11
Van Vaerenbergh, Yves
9
Prybutok, Victor R.
8
Vázquez Casielles, Rodolfo
8
Grewal, Dhruv
7
Guchait, Priyanko
7
Sparks, Beverley
7
Stauss, Bernd
7
Usman, Osly
7
Balaji, M. S.
6
Parayitam, Satyanarayana
6
Park, Jungkun
6
Rohman, Fatchur
6
Seidel, Wolfgang
6
Xu, Xun
6
Chebat, Jean-Charles
5
Day, Ralph L.
5
Falk, Tomas
5
Hammerschmidt, Maik
5
Harun, Ahasan
5
Larivière, Bart
5
MacQuilken, Lisa
5
Matos, Celso Augusto de
5
Prashar, Sanjeev
5
Román, Sergio
5
Sajad Rezaei
5
Shin, Hyunju
5
Sreejesh, S.
5
Tandon, Urvashi
5
Tripp, Thomas M.
5
Tronvoll, Bård
5
Weber, Karin
5
Ye, Qiang
5
Ba, Sulin
4
Bang, Nguyen
4
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Published in...
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International journal of hospitality management
4
International journal of contemporary hospitality management
3
Journal of hospitality marketing & management
2
Journal of service management
2
Journal of service research : JSR
1
The journal of services marketing
1
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ECONIS (ZBW)
13
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1
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:
2
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:
3
Does social class matter in recovering self-service technology failures?
Kim, Heewon
;
Jang, Soocheong
- In:
International journal of contemporary hospitality management
34
(
2022
)
3
,
pp. 1135-1153
Persistent link: https://www.econbiz.de/10013164531
Saved in:
4
Is differential treatment in response to service failures effective? : the roles of comparison, loyalty, and scarcity messages
Kim, Heewon
;
Jang, Soocheong
- In:
International journal of hospitality management
95
(
2021
),
pp. 1-12
Persistent link: https://www.econbiz.de/10012547932
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
Can signaling impact
customer
satisfaction
and behavioral intentions in times of service failure? : evidence from open versus closed kitchen restaurants
Byun, Jaemun
;
Jang, Soocheong
- In:
Journal of hospitality marketing & management
28
(
2019
)
7
,
pp. 785-806
Persistent link: https://www.econbiz.de/10012176719
Saved in:
7
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:
8
Factors affecting memorability of service failures : a longitudinal analysis
Kim, Jong-Hyeong
;
Jang, Soocheong
- In:
International journal of contemporary hospitality management
28
(
2016
)
8
,
pp. 1676-1701
Persistent link: https://www.econbiz.de/10011613986
Saved in:
9
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:
10
Toward service recovery strategies : the role of consumer-organization relationship norms
Hur, Jungyun
;
Jang, Soocheong
- In:
The journal of services marketing
30
(
2016
)
7
,
pp. 724-735
Persistent link: https://www.econbiz.de/10011590917
Saved in:
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