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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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The impacts of service failure and recovery efforts on airline customers’ emotions and satisfaction
Xu, Xun; Liu, Wenhui; Gursoy, Dogan - In: Journal of travel research : a quarterly publication of … 58 (2019) 6, pp. 1034-1051
Persistent link: https://www.econbiz.de/10012050714
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Power distance and its implications for upward communication and empowerment : crisis management and recovery in hospitality services
Koc, Erdogan - In: The international journal of human resource management 24 (2013) 19, pp. 3681-3696
Persistent link: https://www.econbiz.de/10010198665
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It takes two to tango : signaling behavioral intent in servce multinationals' foeign entry strategies
Stevens, Charles E.; Makarius, Erin E.; Mukherjee, Debmalya - In: Journal of international management 21 (2015) 3, pp. 235-248
Persistent link: https://www.econbiz.de/10011398481
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Investigating membership retention : employing public relations theory to better understand relationship management
Pressgrove, Geah; McKeever, Robert; McKeever, Brooke … - In: Journal of nonprofit & public sector marketing 36 (2024) 1, pp. 1-21
Persistent link: https://www.econbiz.de/10014514738
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An asymmetric configural model approach for understanding complainer emotions and loyalty
Kasnakoglu, Berna Tari; Yılmaz, Çengiz; Varnali, Kaan - In: Journal of business research : JBR 69 (2016) 9, pp. 3659-3672
Persistent link: https://www.econbiz.de/10011515218
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It makes me feel vulnerable! : the impact of public self-disclosure on online complaint behavior
Dyussembayeva, Shynar; Viglia, Giampaolo; Nieto-Garcia, … - In: International journal of hospitality management 88 (2020), pp. 1-9
Persistent link: https://www.econbiz.de/10012293835
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Turning complaining customers into loyal customers: moderators of the complaint handling-customer loyalty relationship
Morgeson, Forrest V., III.; Hult, G. Tomas M.; Mithas, Sunil - In: Journal of marketing 84 (2020) 5, pp. 79-99
Persistent link: https://www.econbiz.de/10012271494
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Customers' response to service failure : an empirical study on Indonesian customers
Ellyawati, Jeanne - In: ASEAN marketing journal : Association of Southeast … 9 (2017) 1, pp. 18-27
Persistent link: https://www.econbiz.de/10011915543
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Huit villes asiatiques face à la pauvreté urbaine
In: Alternatives sud 14 (2007) 2, pp. 85-123
Persistent link: https://www.econbiz.de/10003480849