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~person:"Wu, Luorong"
~subject:"Complaint management"
~subject:"Hospital"
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Complaint management
Hospital
Customer satisfaction
12
Kundenzufriedenheit
12
Consumer behaviour
11
Konsumentenverhalten
11
Dienstleistungsqualität
8
Service quality
8
Beziehungsmarketing
4
Relationship marketing
4
Beschwerdemanagement
3
Dienstleistungssektor
3
Service industry
3
Dienstleistung
2
Emotion
2
Internet marketing
2
Krankenhaus
2
Online retailing
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
Cumulative satisfaction
1
Customer approach intentions
1
Customer service
1
Data Mining
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Data mining
1
Delight
1
Digital platform
1
Digitale Plattform
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Dining experience
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Discrete emotions
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Wu, Luorong
Roschk, Holger
14
Grégoire, Yany
12
Mattila, Anna S.
12
Gelbrich, Katja
11
Guchait, Priyanko
9
Van Vaerenbergh, Yves
9
Jang, Soocheong
8
Stauss, Bernd
7
Vázquez Casielles, Rodolfo
7
McColl-Kennedy, Janet R.
6
Seidel, Wolfgang
6
Sparks, Beverley
6
Balaji, M. S.
5
Chebat, Jean-Charles
5
Day, Ralph L.
5
Harun, Ahasan
5
Kazley, Abby Swanson
5
Larivière, Bart
5
MacQuilken, Lisa
5
Menachemi, Nir
5
Prybutok, Victor R.
5
Shin, Hyunju
5
Sreejesh, S.
5
Tripp, Thomas M.
5
Tronvoll, Bård
5
Weber, Karin
5
Cai, Ruiying
4
Casidy, Riza
4
Edvardsson, Bo
4
Grewal, Dhruv
4
Gruber, Thorsten
4
Gäthke, Jana
4
Homburg, Christian
4
Hsu, Cathy H. C.
4
Hunt, H. Keith
4
Iglesias Argu͏̈elles, Víctor
4
Lu, Lu
4
Luo, Xueming
4
Matos, Celso Augusto de
4
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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 management
1
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ECONIS (ZBW)
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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
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:
3
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:
4
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:
5
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:
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