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~isPartOf:"International journal of hospitality management"
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Beziehungsmarketing
299
Relationship marketing
299
Consumer behaviour
189
Konsumentenverhalten
189
Customer satisfaction
165
Kundenzufriedenheit
165
Dienstleistungsqualität
155
Service quality
155
Hotel industry
98
Hotellerie
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Gastronomie
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Restaurant industry
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Beschwerdemanagement
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Complaint management
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Emotion
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Work behaviour
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Tourism employees
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Han, Heesup
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Miao, Li
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Prentice, Catherine
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Ryu, Kisang
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Shulga, Lenna V.
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Song, Hak-jun
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Torres, Edwin N.
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Yu, Jongsik
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Bai, Billy
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Chua, Bee-Lia
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International journal of hospitality management
Journal of business research : JBR
690
Journal of retailing and consumer services
602
Industrial marketing management : the international journal for industrial and high-tech firms
412
SpringerLink / Bücher
316
The journal of services marketing
249
The journal of business & industrial marketing
201
The service industries journal
201
Journal of the Academy of Marketing Science
185
Journal of strategic marketing
177
Journal of benefit-cost analysis : JBCA
155
Ecological economics : the transdisciplinary journal of the International Society for Ecological Economics
153
International journal of electronic customer relationship management : IJECRM
153
Journal of service research : JSR
137
Journal of hospitality marketing & management
134
NBER working paper series
133
Journal of marketing
131
International journal of contemporary hospitality management
130
Gabler Edition Wissenschaft
129
Tourism management : research, policies, practice
125
Europäische Hochschulschriften / 5
123
Journal of service management
122
Journal of travel and tourism marketing
122
Journal of retailing
119
Working paper / National Bureau of Economic Research, Inc.
119
Psychology & marketing
115
Asia Pacific journal of marketing and logistics
113
The journal of product & brand management
112
Marketing intelligence & planning
109
The journal of brand management : an international journal
108
European Journal of Marketing
107
European journal of marketing : EJM
107
Cogent business & management
105
Journal of Business & Industrial Marketing
105
NBER Working Paper
105
Journal of relationship marketing : innovations & enhancements for customer service, relations & satisfaction
103
Services marketing quarterly
99
Service business
95
Total quality management & business excellence : an official journal of the European Society for Organisational Excellence
92
European journal of operational research : EJOR
87
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ECONIS (ZBW)
334
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1
The role of the customer-seller relationship in the intention of the customer to complain : a study of Chinese restaurateurs
Cheng, Simone
;
Lam, Terry
- In:
International journal of hospitality management
27
(
2008
)
4
,
pp. 552-562
Persistent link: https://www.econbiz.de/10003860310
Saved in:
2
The influences of transaction history and thank you statements in service recovery
Magnini, Vincent P.
;
Karande, Kiran
- In:
International journal of hospitality management
28
(
2009
)
4
,
pp. 540-546
Persistent link: https://www.econbiz.de/10003875740
Saved in:
3
Perceived justice in service recovery and behavioral intentions : the role of relationship quality
Ha, Jooyeon
;
Jang, Soocheong
- In:
International journal of hospitality management
28
(
2009
)
3
,
pp. 319-327
Persistent link: https://www.econbiz.de/10003855714
Saved in:
4
How does social distance impact customers' complaint intentions? : a cross-cultural examination
Fan, Alei
;
Mattila, Anna S.
;
Zhao, Xinyuan
- In:
International journal of hospitality management
47
(
2015
),
pp. 25-34
Persistent link: https://www.econbiz.de/10011312551
Saved in:
5
Who gets to decide your complaint intentions? : the influence of other companions on reaction to service failures
Huang, Molly Chien-jung
;
Wu, Homer C.
;
Chuang, Shih-chieh
; …
- In:
International journal of hospitality management
37
(
2014
),
pp. 180-189
Persistent link: https://www.econbiz.de/10010354183
Saved in:
6
Effectiveness of recovery actions on deviant customer behavior : the moderating role of gender
Huey Chern Boo
;
Mattila, Anna S.
;
Tan, Ching Yeng
- In:
International journal of hospitality management
35
(
2013
),
pp. 180-192
Persistent link: https://www.econbiz.de/10010225814
Saved in:
7
Testing the stressor-strain-outcome model of customer-related social stressors in predicting emotional exhaustion, customer orientation and service recovery performance
Choi, Chang Hwan
;
Kim, Taegoo
;
Lee, Gyehee
;
Lee, Seung-kon
- In:
International journal of hospitality management
36
(
2014
),
pp. 272-285
Persistent link: https://www.econbiz.de/10010239278
Saved in:
8
The effects of customer voice on hotel performance
Assaf, A. Georges
;
Josiassen, Alexander
;
Cvelbar, …
- In:
International journal of hospitality management
44
(
2015
),
pp. 77-83
Persistent link: https://www.econbiz.de/10010501234
Saved in:
9
Effects of compensation for service recovery : from the equity theory perspective
Kwon, SoYeon
;
Jang, Soocheong
- In:
International journal of hospitality management
31
(
2012
)
4
,
pp. 1235-1243
Persistent link: https://www.econbiz.de/10009567530
Saved in:
10
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
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