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~isPartOf:"International journal of contemporary hospitality management"
~subject:"Customer service"
~subject:"Social web"
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Search: subject_exact:"Complaint management"
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Customer service
Social web
Beschwerdemanagement
20
Complaint management
20
Dienstleistungsqualität
17
Service quality
17
Customer satisfaction
14
Kundenzufriedenheit
14
Beziehungsmarketing
11
Consumer behaviour
11
Konsumentenverhalten
11
Relationship marketing
11
Service recovery
8
Kundenservice
5
Emotion
4
Viral marketing
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Virales Marketing
4
China
3
Gastgewerbe
3
Gastronomie
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Hospitality industry
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Hotel industry
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Hotellerie
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Mobile communications
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Mobilkommunikation
3
Restaurant industry
3
Service failure
3
Service failures
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Tourism industry
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Tourismuswirtschaft
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Airline
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Arbeitszufriedenheit
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Comparison
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Dienstleistungsmanagement
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Fluggesellschaft
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Internet marketing
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Job satisfaction
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Negative emotions
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Online-Marketing
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Restaurants
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Service management
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English
7
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Aguilar-Rojas, Oscar
1
Bradley, Graham L.
1
Cobanoglu, Cihan
1
Fandos-Herrera, Carmina
1
Flavián Blanco, Carlos
1
Fong, Lawrence Hoc Nang
1
Fu, Xiaoxiao
1
Huang, Zhuowei
1
Høgevold, Nils
1
Jang, Soocheong
1
Kim, Jong-Hyeong
1
Miao, Li
1
Omran, Behzad Abound
1
Otero-Neira, Carmen
1
Padin, Carmen
1
So, Amy Siu Ian
1
Svensson, Göran
1
Tang, Xiangjie
1
Weber, Karin
1
Zhang, Tingting
1
Zhao, Chen
1
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International journal of contemporary hospitality management
Journal of business research : JBR
23
The journal of services marketing
17
International journal of hospitality management
15
Journal of retailing and consumer services
14
Journal of hospitality marketing & management
9
Journal of service research : JSR
9
The service industries journal
9
Journal of service theory and practice
8
Psychology & marketing
8
Journal of service research
7
Business horizons
6
Journal of retailing
6
International journal of quality and service sciences
5
Journal of the Academy of Marketing Science
5
Managing service quality : MSQ ; an international journal
5
Marketing letters : a journal of research in marketing
5
Services marketing quarterly
5
Tourism management : research, policies, practice
5
International journal of operations & production management : IJOPM ; the official journal of the European Operations Management Association, EUROMA
4
Journal of hospitality & tourism research : JHTR ; the professional journal of the Council on Hotel, Restaurant, and Institutional Education
4
Dienstleistungsmanagement und Social Media : Potenziale, Strategien und Instrumente
3
European journal of marketing
3
European journal of marketing : EJM
3
Gabler Edition Wissenschaft
3
Ilmenauer Schriften zur Betriebswirtschaftslehre
3
International journal of business information systems : IJBIS
3
International journal of services, economics and management
3
Journal of interactive marketing : a quarterly publication from the Direct Marketing Educational Foundation
3
Journal of marketing
3
Journal of service management
3
Journal of service theory and practice : JSTP
3
Management science : journal of the Institute for Operations Research and the Management Sciences
3
Marketing intelligence & planning
3
Service business
3
Asia Pacific journal of marketing and logistics
2
Asia-Pacific journal of business administration
2
Cogent business & management
2
Customer Relationship Management : neue CRM-Best-Practice-Fallstudien und -Konzepte zu Prozessen, Organisation, Mitarbeiterführung und Technologie
2
Harvard business review : HBR
2
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ECONIS (ZBW)
7
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1
Toward a framework for perceived yuanfen in the accommodation service encounter : a grounded theory study
Tang, Xiangjie
;
Fong, Lawrence Hoc Nang
;
So, Amy Siu Ian
- In:
International journal of contemporary hospitality management
36
(
2024
)
1
,
pp. 155-181
Persistent link: https://www.econbiz.de/10014483406
Saved in:
2
Generation Y's positive and negative eWOM : use of social media and mobile technology
Zhang, Tingting
;
Omran, Behzad Abound
;
Cobanoglu, Cihan
- In:
International journal of contemporary hospitality management
29
(
2017
)
2
,
pp. 732-761
Persistent link: https://www.econbiz.de/10011687713
Saved in:
3
Factors affecting memorability of service failures : a longitudinal analysis
Kim, Jong-Hyeong
;
Jang, Soocheong
- In:
International journal of contemporary hospitality management
28
(
2016
)
8
,
pp. 1676-1701
Persistent link: https://www.econbiz.de/10011613986
Saved in:
4
New aspects of research to assess and manage critical incidents in service encounters : teleological actions, interactive interface and perceptual gaps
Padin, Carmen
;
Svensson, Göran
;
Otero-Neira, Carmen
; …
- In:
International journal of contemporary hospitality management
27
(
2015
)
1
,
pp. 27-51
Persistent link: https://www.econbiz.de/10010516547
Saved in:
5
What may lead you to recommend and revisit a hotel after a service failure instead of complaining?
Aguilar-Rojas, Oscar
;
Fandos-Herrera, Carmina
;
Flavián …
- In:
International journal of contemporary hospitality management
27
(
2015
)
2
,
pp. 214-235
Persistent link: https://www.econbiz.de/10011300096
Saved in:
6
The stress of anonymous online reviews: a conceptual model and research agenda
Bradley, Graham L.
;
Weber, Karin
- In:
International journal of contemporary hospitality management
27
(
2015
)
5
,
pp. 739-755
Persistent link: https://www.econbiz.de/10011405107
Saved in:
7
Triggers and inhibitors of illegitimate customer complaining behavior : anecdotes from frontline employees in the hospitality industry
Huang, Zhuowei
;
Zhao, Chen
;
Miao, Li
;
Fu, Xiaoxiao
- In:
International journal of contemporary hospitality management
26
(
2014
)
4
,
pp. 544-571
Persistent link: https://www.econbiz.de/10010387391
Saved in:
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