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isPartOf:"Journal of hospitality marketing & management"
~isPartOf:"Asia-Pacific journal of business administration"
~subject:"Konsumentenverhalten"
~subject:"Tourism industry"
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Konsumentenverhalten
Tourism industry
Beschwerdemanagement
35
Complaint management
35
Consumer behaviour
29
Dienstleistungsqualität
27
Service quality
27
Customer satisfaction
23
Kundenzufriedenheit
23
Beziehungsmarketing
17
Relationship marketing
17
service failure
11
Gastronomie
10
Restaurant industry
10
Hotel industry
8
Hotellerie
8
Customer service
7
Kundenservice
7
Viral marketing
7
Virales Marketing
7
service recovery
7
Emotion
5
Online retailing
5
Online-Handel
5
Social Web
5
Social web
5
Internet marketing
4
Online-Marketing
4
Service failure
3
Service recovery
3
social media
3
tourism
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Brand image
2
Brand management
2
Ethiopia
2
Gastgewerbe
2
Gerechtigkeit
2
Hospitality industry
2
Justice
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Markenführung
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Markenimage
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Mattila, Anna S.
3
Koc, Erdogan
2
Abbasi, Amir Zaib
1
Agnihotri, Durgesh
1
Anusree, M. R.
1
Baker, Melissa A.
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Bashir, Shahid
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Boo, Soyoung
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Browning, Victoria
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Byun, Jaemun
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Cai, Ruiying
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Chang, Hyo Jung
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Chaturvedi, Pallavi
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Chen, Haipeng
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Cranage, David A.
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Ding Hooi Ting
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Fan, Alei
1
Fayyaz, Muhammad Shahzeb
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Fernandes, Filipa
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Fernandes, Teresa
1
Ghahramani, Ladan
1
Gupta, Niharika
1
Hanks, Lydia
1
Hua, Nan
1
Huey Chern Boo
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Hwang, Yoo Hee
1
Israeli, Aviad A.
1
Jang, Soocheong
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Karpinski, Aryn C.
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Khalilzadeh, Jalayer
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Kim, Eojina
1
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Kulshreshtha, Kushagra
1
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1
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Journal of hospitality marketing & management
Asia-Pacific journal of business administration
Journal of business research : JBR
39
International journal of hospitality management
27
Journal of retailing and consumer services
21
The journal of services marketing
20
Journal of service research : JSR
14
European journal of marketing : EJM
13
International journal of contemporary hospitality management
13
Psychology & marketing
12
International journal of consumer studies
9
Service business
9
Journal of hospitality & tourism research : JHTR ; the professional journal of the Council on Hotel, Restaurant, and Institutional Education
8
Journal of retailing
8
Journal of service management
8
Managing service quality : MSQ ; an international journal
8
Ilmenauer Schriften zur Betriebswirtschaftslehre
7
Journal of marketing
7
Services marketing quarterly
7
Journal of service research
6
Business horizons
5
Journal of the Academy of Marketing Science
5
Marketing letters : a journal of research in marketing
5
Marketing science : the marketing journal of the Institute for Operations Research and the Management Sciences
5
The service industries journal
5
Cogent business & management
4
International journal of quality and service sciences
4
International journal of services and operations management
4
Journal of consumer behaviour : an international research review
4
Journal of consumer marketing
4
Journal of marketing management : MM
4
Journal of service theory and practice
4
Journal of service theory and practice : JSTP
4
Journal of strategic marketing
4
Journal of travel and tourism marketing
4
Marketing intelligence & planning
4
Tourism management : research, policies, practice
4
Gabler Edition Wissenschaft
3
International journal of electronic commerce : IJEC
3
International journal of production economics
3
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ECONIS (ZBW)
30
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1
Other customers' service failure and recovery encounters : a qualitative exploration
Gupta, Niharika
;
Verma, Harsh V.
- In:
Asia-Pacific journal of business administration
16
(
2024
)
1
,
pp. 148-169
Persistent link: https://www.econbiz.de/10014455620
Saved in:
2
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:
3
The moderating role of complaint handling on brand hate in the cancel culture
Abbasi, Amir Zaib
;
Fayyaz, Muhammad Shahzeb
;
Ding Hooi Ting
- In:
Asia-Pacific journal of business administration
15
(
2023
)
1
,
pp. 46-71
Persistent link: https://www.econbiz.de/10013537196
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
"Actions speak louder than words" : an impact of service recovery antecedents on customer delight in quick-service restaurants
Agnihotri, Durgesh
;
Kulshreshtha, Kushagra
;
Tripathi, Vikas
- In:
Asia-Pacific journal of business administration
14
(
2022
)
4
,
pp. 421-444
Persistent link: https://www.econbiz.de/10013536877
Saved in:
9
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:
10
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
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