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isPartOf:"Journal of hospitality marketing & management"
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~isPartOf:"International journal of consumer studies"
~isPartOf:"Journal of strategic marketing"
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Beschwerdemanagement
34
Complaint management
34
Consumer behaviour
28
Dienstleistungsqualität
28
Konsumentenverhalten
28
Service quality
28
Customer satisfaction
27
Kundenzufriedenheit
27
Beziehungsmarketing
14
Relationship marketing
14
service failure
14
service recovery
11
Viral marketing
9
Virales Marketing
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Online retailing
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Service failure
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Wahrnehmung
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consumer complaint behaviour
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perceived justice
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social media
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tourism
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Sreejesh, S.
3
Donoghue, Suné
2
Koc, Erdogan
2
MacQuilken, Lisa
2
Mattila, Anna S.
2
Polonsky, Michael J.
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Journal of hospitality marketing & management
International journal of consumer studies
Journal of strategic marketing
Journal of business research : JBR
48
Journal of retailing and consumer services
34
International journal of hospitality management
31
Service business
19
The journal of services marketing
14
SpringerLink / Bücher
12
Journal of service research : JSR
11
Journal of hospitality & tourism research : JHTR ; the professional journal of the Council on Hotel, Restaurant, and Institutional Education
9
Journal of service research
9
International journal of contemporary hospitality management
8
The service industries journal
8
Tourism management : research, policies, practice
8
Asia Pacific journal of marketing and logistics
7
Journal of service management
7
Journal of service theory and practice
7
Psychology & marketing
7
International journal of production economics
6
Journal of marketing
6
Journal of the Academy of Marketing Science
6
Marketing intelligence & planning
6
Marketing letters : a journal of research in marketing
6
Services marketing quarterly
6
Journal of consumer marketing
5
Journal of service theory and practice : JSTP
5
Total quality management & business excellence
5
Asia-Pacific journal of business administration
4
Business horizons
4
International journal of quality and service sciences
4
International journal of services, economics and management
4
Journal of air transport management
4
Journal of interactive marketing : a quarterly publication from the Direct Marketing Educational Foundation
4
Journal of travel and tourism marketing
4
Springer eBook Collection / Business and Economics
4
European journal of marketing
3
European journal of marketing : EJM
3
European journal of operational research : EJOR
3
International journal of bank marketing
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ECONIS (ZBW)
34
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1
Service robot's responses in service recovery and service evaluation : the moderating role of robots' social perception
Shan, Minghui
;
Zhu, Zhenzhong
;
Chen, Haipeng
;
Sun, Sijie
- In:
Journal of hospitality marketing & management
33
(
2024
)
2
,
pp. 145-168
Persistent link: https://www.econbiz.de/10014511796
Saved in:
2
Service failure and service recovery : a hybrid review and research agenda
Sahaf, Taiba Musadiq
;
Fazili, Asif Iqbal
- In:
International journal of consumer studies
48
(
2024
)
1
,
pp. 1-45
Persistent link: https://www.econbiz.de/10014465453
Saved in:
3
Is uniform pricing by competing retailers perceived as fair?
Wong, Phoebe
;
Vanharanta, Markus
;
Ng, Peggy M. L.
; …
- In:
International journal of consumer studies
48
(
2024
)
3
,
pp. 1-20
Persistent link: https://www.econbiz.de/10014531729
Saved in:
4
What drives customer engagement after a service failure? : the moderating role of customer trust
Honora, Andreawan
;
Chih, Wen-Hai
;
Ortiz, Jaime
- In:
International journal of consumer studies
47
(
2023
)
5
,
pp. 1714-1732
Persistent link: https://www.econbiz.de/10014335594
Saved in:
5
What consumer complaints should hoteliers prioritize? : analysis of online reviews under different market segments
Wu, Jie
;
Zhao, Narisa
- In:
Journal of hospitality marketing & management
32
(
2023
)
1
,
pp. 1-28
Persistent link: https://www.econbiz.de/10013545795
Saved in:
6
Responding to negative reviews? : the interplay of management response strategy and service failure type
Salehi-Esfahani, Saba
;
Torres, Edwin
;
Hua, Nan
- In:
Journal of hospitality marketing & management
32
(
2023
)
1
,
pp. 29-49
Persistent link: https://www.econbiz.de/10013545802
Saved in:
7
Consumer complaining behavior in hospitality management
Tosun, Petek
;
Sezgin, Selime
;
Uray, Nimet
- In:
Journal of hospitality marketing & management
31
(
2022
)
2
,
pp. 247-264
Persistent link: https://www.econbiz.de/10012821095
Saved in:
8
Blame and service recovery strategies in lateral exchange markets
Ketron, Seth
;
Mai, Enping
- In:
Journal of strategic marketing
30
(
2022
)
1
,
pp. 3-21
Persistent link: https://www.econbiz.de/10013170039
Saved in:
9
Effects of customer forgiveness on brand betrayal and brand hate in restaurant service failures : does apology letter matter?
Rasouli, Nasrin
;
Mostafa Rasoolimanesh, S.
;
Rahmani, …
- In:
Journal of hospitality marketing & management
31
(
2022
)
6
,
pp. 662-687
Persistent link: https://www.econbiz.de/10013327881
Saved in:
10
Resolving complaints online : development and validation of customers' perceived webcare scale
Sreejesh, S.
;
Paul, Justin
;
Unnithan, Anandakuttan B.
- In:
Journal of strategic marketing
30
(
2022
)
3
,
pp. 260-280
Persistent link: https://www.econbiz.de/10013284044
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