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~isPartOf:"International journal of hospitality management"
~isPartOf:"Journal of hospitality & tourism research : JHTR ; the professional journal of the Council on Hotel, Restaurant, and Institutional Education"
~subject:"Kundenzufriedenheit"
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Kundenzufriedenheit
Customer satisfaction
449
Dienstleistungsqualität
296
Service quality
296
Consumer behaviour
264
Konsumentenverhalten
264
Beziehungsmarketing
190
Relationship marketing
190
Hotel industry
174
Hotellerie
174
Gastronomie
125
Restaurant industry
125
Bibliometrics
98
Bibliometrie
98
Hospitality industry
94
Gastgewerbe
93
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80
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80
Emotion
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Job satisfaction
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Satisfaction
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49
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Complaint management
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39
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37
Viral marketing
37
Virales Marketing
37
Großbritannien
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Brand management
33
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33
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33
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449
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Han, Heesup
23
Jang, Soocheong
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Mattila, Anna S.
13
Wong, IpKin Anthony
11
Guchait, Priyanko
9
Hyun, Sunghyup Sean
7
Law, Chun Hung Roberts
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Ryu, Kisang
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5
Noone, Breffni M.
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Prentice, Catherine
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Qu, Hailin
5
Raab, Carola
5
So, Kevin Kam Fung
5
Sparks, Beverley
5
Wu, Luorong
5
Gursoy, Dogan
4
Ha, Jooyeon
4
Hanks, Lydia
4
Hwang, Jinsoo
4
Kim, Eojina
4
Kim, Seongseop
4
Lee, Jin-soon
4
Lee, Minwoo
4
Lee, Sanghyeop
4
Lee, Seonjeong
4
Line, Nathaniel D.
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Lu, Lu
4
Madera, Juan M.
4
Miao, Li
4
Slevitch, Lisa
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Tang, Liang
4
Yu, Jongsik
4
Zhang, Tingting
4
Ahn, Jiseon
3
Al-Ansi, Amr
3
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3
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International journal of hospitality management
Journal of hospitality & tourism research : JHTR ; the professional journal of the Council on Hotel, Restaurant, and Institutional Education
Journal of retailing and consumer services
419
Journal of business research : JBR
300
The journal of services marketing
191
The service industries journal
173
Total quality management & business excellence : an official journal of the European Society for Organisational Excellence
170
Tourism management : research, policies, practice
170
Journal of travel and tourism marketing
164
Journal of hospitality marketing & management
153
International journal of contemporary hospitality management
140
Journal of travel research : a quarterly publication of the Travel and Tourism Research Association
105
Cogent business & management
103
Services marketing quarterly
101
Service business
89
Journal of service research : JSR
88
Journal of air transport management
87
Asia Pacific journal of marketing and logistics
85
The TQM journal : the international review of organizational improvement
85
Tourism management perspectives : TMP
84
Psychology & marketing
78
International journal of productivity and quality management : IJPQM
77
Journal of the Academy of Marketing Science
72
Industrial marketing management : the international journal for industrial and high-tech firms
71
Journal of service management
69
Journal of strategic marketing
68
The international journal of bank marketing : IJBM
66
Total quality management & business excellence
66
International journal of quality and service sciences
64
International journal of services and operations management
63
Tourism analysis : an interdisciplinary tourism & hospitality journal
61
European journal of marketing : EJM
59
Journal of Asian finance, economics and business : JAFEB
59
International journal of quality & reliability management
58
Managing service quality : MSQ ; an international journal
57
International journal of services, economics and management
55
Journal of retailing
54
Journal of hospitality and tourism insights
53
International journal of business information systems : IJBIS
52
International journal of electronic marketing and retailing : IJEMR
52
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ECONIS (ZBW)
449
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1
How should I respond to a complaining customer? : a model of Cognitive-Emotive-Behavioral from the perspective of restaurant service employees
Poh Theng Loo
;
Khoo-Lattimore, Catheryn
;
Huey Chern Boo
- In:
International journal of hospitality management
95
(
2021
),
pp. 1-10
Persistent link: https://www.econbiz.de/10012547701
Saved in:
2
Tech-touch balance in the service encounter : the impact of supplementary human service on consumer responses
Wu, Luorong
;
Fan, Alei
;
Yang, Yang
;
He, Zeya
- In:
International journal of hospitality management
101
(
2022
),
pp. 110
Persistent link: https://www.econbiz.de/10013271321
Saved in:
3
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:
4
Why and when witnessing uncivil behavior leads observers to punish frontline employees and leave the firm
Karabas, Ismail
;
Joireman, Jeff
;
Kim, Shinhye
- In:
International journal of hospitality management
82
(
2019
),
pp. 91-100
Persistent link: https://www.econbiz.de/10012121396
Saved in:
5
Effects of third-party observer empathy when viewing interactions between robots and customers : the moderating role of robot eeriness
Sheng, Xiaojing
;
Murray, Ross
;
Ketron, Seth C.
;
Felix, Reto
- In:
International journal of hospitality management
119
(
2024
),
pp. 1-11
Persistent link: https://www.econbiz.de/10015070773
Saved in:
6
It takes two to empower : customer responses to empowerment recovery in the context of robot service failure
Yu, Jing
;
Liu, Xiaoming
;
He, Mang
;
Huang, Liman (Mandy)
; …
- In:
International journal of hospitality management
120
(
2024
),
pp. 1-11
Persistent link: https://www.econbiz.de/10015071094
Saved in:
7
A systematic review of AI technology-based service encounters : implications for hospitality and tourism operations
Li, Minglong
;
Yin, Dexiang
;
Qiu, Hailian
;
Bai, Billy
- In:
International journal of hospitality management
95
(
2021
),
pp. 1-10
Persistent link: https://www.econbiz.de/10012547997
Saved in:
8
An exploratory examination of supervisor undermining, employee involvement climate, and the effects on customer perceptions of service quality in quick-service restaurants
Mathe, Kimberly
;
Slevitch, Lisa
- In:
Journal of hospitality & tourism research : JHTR ; the …
37
(
2013
)
1
,
pp. 29-50
Persistent link: https://www.econbiz.de/10009772556
Saved in:
9
The managerial implications of an analysis of tourist profiles and international hotel employee service attitude
Kuo, Chun-min
- In:
International journal of hospitality management
28
(
2009
)
3
,
pp. 302-309
Persistent link: https://www.econbiz.de/10003855493
Saved in:
10
Editorial: Is empathy essential for high-quality customer service?
Pizam, Abraham
- In:
International journal of hospitality management
49
(
2015
),
pp. 149-150
Persistent link: https://www.econbiz.de/10011379971
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