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Rectifying failure of service : how customer perceptions of justice affect their emotional reponse and social media testimonial
Kim, Eojina; Tang, Liang - In: Journal of hospitality marketing & management 25 (2016) 7/8, pp. 897-924
Persistent link: https://www.econbiz.de/10011621365
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Customer dissatisfaction responses to restaurant service failures : insights into noncomplainers from a relational perspective
Ro, Heejung - In: Journal of hospitality marketing & management 24 (2015) 3/4, pp. 435-456
Persistent link: https://www.econbiz.de/10011292830
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From "hypercritics" to "happy campers" : who complains the most in fine dining restaurants?
Khalilzadeh, Jalayer; Ghahramani, Ladan; Tabari, Saloomeh - In: Journal of hospitality marketing & management 26 (2017) 5, pp. 451-473
Persistent link: https://www.econbiz.de/10011753984
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Investigating the dynamics and the content of customers' social media reporting after a restaurant service failure
Israeli, Aviad A.; Lee, Seonjeong; Karpinski, Aryn C. - In: Journal of hospitality marketing & management 26 (2017) 6, pp. 606-626
Persistent link: https://www.econbiz.de/10011754048
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The impact of service failure and recovery on target and observing customers : a comparative study
Sharifi, Seyed Shahin; Palmeira, Mauricio; Ma, Junzhao; … - In: Journal of hospitality marketing & management 26 (2017) 8, pp. 889-910
Persistent link: https://www.econbiz.de/10011784161
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Customers' perceived justice, emotions, direct and indirect reactions to service recovery : moderating effects of recovery efforts
Cai, Ruiying; Qu, Hailin - In: Journal of hospitality marketing & management 27 (2018) 3, pp. 323-345
Persistent link: https://www.econbiz.de/10011880415
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Factors influencing organizational responses to guest complaints : cases of Hong Kong and Northern Cyprus
Ekiz, Erdogan H. - In: Journal of hospitality marketing & management 18 (2009) 6, pp. 539-573
Persistent link: https://www.econbiz.de/10003887182
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Profiling service failure and customer online complaint motives in the case of single failure and double deviation
Poh Theng Loo; Huey Chern Boo; Khoo-Lattimore, Catheryn - In: Journal of hospitality marketing & management 22 (2013) 7/8, pp. 728-751
Persistent link: https://www.econbiz.de/10010241587
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Determinants of customer complaint behavior in a restaurant context : the role of culture, price level, and customer loyalty
Kim, Kyungmin; Lee, Chung Hun; Mattila, Anna S. - In: Journal of hospitality marketing & management 23 (2014) 7/8, pp. 885-906
Persistent link: https://www.econbiz.de/10010473452
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Recovery strategies for service failures: the case of restaurants
Silber, Ilan; Israeli, Aviad; Bustin, Adi; Zvi, Ofir Ben - In: Journal of hospitality marketing & management 18 (2009) 7, pp. 730-740
Persistent link: https://www.econbiz.de/10003893337