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~isPartOf:"International journal of hospitality management"
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Consumer anger: a label in sea...
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Consumer behaviour
787
Konsumentenverhalten
787
Service quality
436
Dienstleistungsqualität
435
Customer satisfaction
378
Kundenzufriedenheit
378
Hotel industry
341
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Han, Heesup
41
Jang, Soocheong
38
Mattila, Anna S.
37
Kim, Woo Gon
16
Law, Chun Hung Roberts
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Hyun, Sunghyup Sean
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Jeong, EunHa
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Wu, Luorong
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Hanks, Lydia
11
Heo, Cindy Yoonjoung
11
Zhang, Lu
11
Guchait, Priyanko
10
Liu, Qing
10
Pizam, Abraham
10
Qu, Hailin
10
So, Kevin Kam Fung
10
Wei, Wei
10
Hwang, Jinsoo
9
Lee, Seoki
9
Lynn, Michael
9
Miao, Li
9
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9
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8
Gao, Yixing
8
Kang, Juhee
8
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8
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8
Magnini, Vincent P.
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Ryu, Kisang
8
Wang, Yao-Chin
8
Ahn, Jiseon
7
Back, Ki-Joon
7
Bilgihan, Anil
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International journal of hospitality management
Journal of business research : JBR
2,304
Journal of retailing and consumer services
2,103
International journal of consumer studies
781
NBER working paper series
733
Psychology & marketing
728
Working paper / National Bureau of Economic Research, Inc.
638
Journal of consumer research : JCR ; an interdisciplinary bimonthly
618
NBER Working Paper
566
Tourism management : research, policies, practice
528
The service industries journal
501
European Journal of Marketing
486
SpringerLink / Bücher
486
Asia Pacific journal of marketing and logistics
444
Journal of travel and tourism marketing
437
Journal of Consumer Marketing
415
Management science : journal of the Institute for Operations Research and the Management Sciences
409
The journal of services marketing
407
The journal of product & brand management
404
Journal of Services Marketing
396
European journal of marketing : EJM
395
Journal of marketing research : JMR
392
International journal of contemporary hospitality management
391
Cogent business & management
385
The journal of brand management : an international journal
375
Journal of business ethics : JOBE
371
Journal of marketing management : MM
365
Journal of retailing
364
Journal of the Academy of Marketing Science
353
Journal of consumer psychology : JCP : the official journal of the Society for Consumer Psychology
351
Journal of marketing
348
Journal of hospitality marketing & management
346
Journal of travel research : a quarterly publication of the Travel and Tourism Research Association
336
Journal of international consumer marketing
333
International journal of research in marketing : IJRM ; official journal of the European Marketing Academy
330
Journal of consumer behaviour : an international research review
327
Marketing letters : a journal of research in marketing
325
Journal of marketing communications
317
Marketing intelligence & planning
311
International journal of retail & distribution management
310
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ECONIS (ZBW)
1,164
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1
The fading effect bias : examining changes in affect and behavioral intention in restaurant service failures and reoveries
Kim, Jong-hyeong
;
Jang, Soocheong
- In:
International journal of hospitality management
40
(
2014
),
pp. 109-119
Persistent link: https://www.econbiz.de/10010388577
Saved in:
2
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:
3
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:
4
The effects of acculturation, social distinctiveness, and social presence in a service failure situation
Weber, Karin
;
Sparks, Beverley
;
Hsu, Cathy H. C.
- In:
International journal of hospitality management
56
(
2016
),
pp. 44-55
Persistent link: https://www.econbiz.de/10011520943
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
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:
7
Negative affect, deep acting, and customer compensation as responses to customer mistreatment : the effect of customer-based perspective-taking
Lee, Lindsey
;
Guchait, Priyanko
;
Madera, Juan M.
- In:
International journal of hospitality management
89
(
2020
),
pp. 1-10
Persistent link: https://www.econbiz.de/10012293722
Saved in:
8
When service failure is interpreted as discrimination :
emotion
, power, and voice
Min, Hyounae
;
Kim, Hyun Jeong
- In:
International journal of hospitality management
82
(
2019
),
pp. 59-67
Persistent link: https://www.econbiz.de/10012121393
Saved in:
9
Understanding homophily of service failure within the hotel guest cycle : applying NLP-aspect-based sentiment analysis to the hospitality industry
Sann, Raksmey
;
Lai, Pei-Chun
- In:
International journal of hospitality management
91
(
2020
),
pp. 1-13
Persistent link: https://www.econbiz.de/10012389792
Saved in:
10
Frontline employee
anger
in response to customer incivility : antecedents and consequences
Li, Shanshi
;
Zhan, Jueying
;
Cheng, Bao
;
Scott, Noel
- In:
International journal of hospitality management
96
(
2021
),
pp. 1-12
Persistent link: https://www.econbiz.de/10012585684
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