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~person:"Lu, Lu"
~person:"Wu, Luorong"
~subject:"Complaint management"
~subject:"Hospital"
~subject:"Online retailing"
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Search: subject:"Customer satisfaction"
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Complaint management
Hospital
Online retailing
Customer satisfaction
19
Kundenzufriedenheit
19
Consumer behaviour
17
Konsumentenverhalten
17
Dienstleistungsqualität
13
Service quality
13
Beziehungsmarketing
8
Relationship marketing
8
Beschwerdemanagement
6
Dienstleistungssektor
5
Service industry
5
Customer service
3
Emotion
3
Kundenservice
3
Online-Handel
3
Service failure
3
Viral marketing
3
Virales Marketing
3
Dienstleistung
2
Gastgewerbe
2
Holiday behaviour
2
Hospitality industry
2
Hotel industry
2
Hotellerie
2
Internet marketing
2
Krankenhaus
2
Negative emotions
2
Online-Marketing
2
Service encounter
2
Services
2
Sharing economy
2
Tourism
2
Tourismus
2
Urlaubsverhalten
2
service recovery
2
Aesthetic labor
1
Aesthetics
1
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11
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11
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11
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11
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English
11
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Lu, Lu
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
Day, Ralph L.
5
Falk, Tomas
5
Hammerschmidt, Maik
5
Harun, Ahasan
5
Kazley, Abby Swanson
5
Larivière, Bart
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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International journal of hospitality management
3
Journal of business research : JBR
2
Journal of service management
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 hospitality marketing & management
1
Journal of service research : JSR
1
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ECONIS (ZBW)
11
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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
Service encounter value and online engagement behaviors
Zhang, Tingting
;
Zhang, Pei
;
Lu, Lu
- In:
International journal of hospitality management
85
(
2020
),
pp. 1-13
Persistent link: https://www.econbiz.de/10012241352
Saved in:
5
Exploring guest response towards service failure in home-sharing : service presence and consumption motivation
Lu, Lu
;
Mody, Makarand Amrish
;
Andajigarmaroudi, Saeed
- In:
International journal of hospitality management
87
(
2020
),
pp. 1-11
Persistent link: https://www.econbiz.de/10012241810
Saved in:
6
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:
7
Building trust through a personal touch : consumer response to service failure and recovery of home-sharing
Lu, Lu
;
Cai, Ruiying
;
King, Ceridwyn
- In:
Journal of business research : JBR
117
(
2020
),
pp. 99-111
Persistent link: https://www.econbiz.de/10012285524
Saved in:
8
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:
9
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:
10
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:
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