//--> //--> //--> //-->
Toggle navigation
Logout
Change account settings
EN
DE
ES
FR
A-Z
Beta
About EconBiz
News
Thesaurus (STW)
Research Skills
Help
EN
DE
ES
FR
My account
Logout
Change account settings
Login
Publications
Events
Your search terms
Search
Retain my current filters
isPartOf:"Journal of hospitality marketing & management"
~accessRights:"restricted"
~isPartOf:"International journal of consumer studies"
~subject:"Consumer behaviour"
Search options
All Fields
Title
Exact title
Subject
Author
Institution
ISBN/ISSN
Published in...
Publisher
Open Access only
Advanced
Search history
My EconBiz
Favorites
Loans
Reservations
Fines
You are here:
Home
Search: subject_exact:"Customer complaints"
Narrow search
Delete all filters
| 4 applied filters
Year of publication
From:
To:
Subject
All
Consumer behaviour
Beschwerdemanagement
27
Complaint management
27
Konsumentenverhalten
24
Customer satisfaction
21
Dienstleistungsqualität
21
Kundenzufriedenheit
21
Service quality
21
service failure
12
Beziehungsmarketing
10
Relationship marketing
10
service recovery
8
Viral marketing
7
Virales Marketing
7
Customer service
6
Kundenservice
6
Gastronomie
5
Restaurant industry
5
Emotion
4
Hotel industry
4
Hotellerie
4
Online retailing
4
Online-Handel
4
Gerechtigkeit
3
Internet marketing
3
Justice
3
Online-Marketing
3
Service failure
3
Social Web
3
Social web
3
consumer complaint behaviour
3
perceived justice
3
social media
3
tourism
3
Bibliometrics
2
Bibliometrie
2
Gastgewerbe
2
Hospitality industry
2
Perception
2
Selbstbedienung
2
more ...
less ...
Online availability
All
Undetermined
Type of publication
All
Article
24
Type of publication (narrower categories)
All
Article in journal
24
Aufsatz in Zeitschrift
24
Language
All
English
24
Author
All
Donoghue, Suné
2
Mattila, Anna S.
2
Strydom, Nina
2
Andrews, Lynda
1
Anusree, M. R.
1
Baker, Melissa A.
1
Byun, Jaemun
1
Cai, Ruiying
1
Chen, Haipeng
1
Chih, Wen-Hai
1
Cranage, David A.
1
De Klerk, Helena M.
1
Fan, Alei
1
Fernandes, Filipa
1
Fernandes, Teresa
1
Ghahramani, Ladan
1
Hanks, Lydia
1
Honora, Andreawan
1
Hua, Nan
1
Hwang, Yoo Hee
1
Israeli, Aviad A.
1
Jang, Soocheong
1
Karpinski, Aryn C.
1
Khalilzadeh, Jalayer
1
Kim, Eojina
1
Kim, Youngsun Sean
1
Koc, Erdogan
1
Lee, Boyoun
1
Lee, Seonjeong
1
Ma, Junzhao
1
MacQuilken, Lisa
1
Miao, Li
1
Momayez, Ayatollah
1
Mostafa Rasoolimanesh, S.
1
Ng, Peggy M. L.
1
Oordt, Chanelle van
1
Ortiz, Jaime
1
Palmeira, Mauricio
1
Pentecost, Robin
1
Polonsky, Michael J.
1
more ...
less ...
Published in...
All
Journal of hospitality marketing & management
International journal of consumer studies
Journal of business research : JBR
32
Journal of retailing and consumer services
19
International journal of hospitality management
13
Service business
9
The journal of services marketing
9
Journal of hospitality & tourism research : JHTR ; the professional journal of the Council on Hotel, Restaurant, and Institutional Education
6
Journal of service research
6
Journal of service research : JSR
6
Psychology & marketing
6
International journal of contemporary hospitality management
5
Journal of service management
5
Services marketing quarterly
5
Business horizons
4
Journal of consumer marketing
4
Journal of marketing
4
Journal of service theory and practice
4
Journal of strategic marketing
4
The service industries journal
4
Asia-Pacific journal of business administration
3
European journal of marketing : EJM
3
International journal of production economics
3
International journal of quality and service sciences
3
Journal of the Academy of Marketing Science
3
Marketing intelligence & planning
3
Tourism management : research, policies, practice
3
Asia Pacific journal of marketing and logistics
2
International journal of bank marketing
2
International journal of electronic commerce : IJEC
2
International journal of services, economics and management
2
Inventi impact: retailing & consumer services
2
Journal of air transport management
2
Journal of consumer behaviour
2
Journal of financial services marketing
2
Journal of global marketing
2
Journal of interactive marketing
2
Journal of interactive marketing : a quarterly publication from the Direct Marketing Educational Foundation
2
Journal of internet commerce
2
Journal of management information systems : JMIS
2
more ...
less ...
Source
All
ECONIS (ZBW)
24
Showing
1
-
10
of
24
Sort
Relevance
Date (newest first)
Date (oldest first)
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
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:
3
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:
4
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:
5
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:
6
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:
7
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:
8
When does technology anthropomorphism help alleviate customer dissatisfaction after a service failure? : the moderating role of consumer technology self-efficacy and interdependent...
Fan, Alei
;
Wu, Luorong
;
Miao, Li
;
Mattila, Anna S.
- In:
Journal of hospitality marketing & management
29
(
2020
)
3
,
pp. 269-290
Persistent link: https://www.econbiz.de/10012256133
Saved in:
9
Customers' reactions to other customer caused service failures : the effects of tie strength on customer loyalty
Kim, Youngsun Sean
;
Baker, Melissa A.
- In:
Journal of hospitality marketing & management
29
(
2020
)
6
,
pp. 682-701
Persistent link: https://www.econbiz.de/10012256164
Saved in:
10
The impact of customer compassion on face-to-face and online complaints
Hwang, Yoo Hee
;
Mattila, Anna S.
- In:
Journal of hospitality marketing & management
29
(
2020
)
7
,
pp. 848-868
Persistent link: https://www.econbiz.de/10012312156
Saved in:
1
2
3
Next
Last
Results per page
10
25
50
100
250
A service of the
zbw
×
Loading...
//-->