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isPartOf:"Journal of hospitality marketing & management"
~isPartOf:"European journal of marketing : EJM"
~isPartOf:"Journal of internet commerce"
~subject:"Virales Marketing"
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Search: subject_exact:"Customer complaints"
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Virales Marketing
Beschwerdemanagement
50
Complaint management
50
Consumer behaviour
42
Konsumentenverhalten
42
Dienstleistungsqualität
34
Service quality
34
Customer satisfaction
30
Kundenzufriedenheit
30
Beziehungsmarketing
20
Relationship marketing
20
service failure
12
Viral marketing
11
Gastronomie
9
Restaurant industry
9
Customer service
8
Emotion
8
Hotel industry
8
Hotellerie
8
Kundenservice
8
service recovery
7
Social Web
6
Social web
6
Online retailing
5
Online-Handel
5
Service failure
5
Gerechtigkeit
4
Internet marketing
4
Justice
4
Online-Marketing
4
Service recovery
3
USA
3
United States
3
social media
3
tourism
3
Complaints
2
Consumer forgiveness
2
Coping strategy
2
Coping-Strategie
2
Ethiopia
2
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English
11
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Anusree, M. R.
1
Balaji, M. S.
1
Choi, Beom Joon
1
Choi, Beom-jin
1
Fernandes, Filipa
1
Fernandes, Teresa
1
Ghosh, Tathagata
1
Hartmans, Susanna
1
Hwang, Yoo Hee
1
Israeli, Aviad A.
1
Karpinski, Aryn C.
1
Kim, Eojina
1
Kincaid, Clark S.
1
Lee, Seonjeong
1
Mattila, Anna S.
1
Ponnam, Abhilash
1
Presi, Caterina
1
Quazi, Ali
1
Roy, Sanjit
1
Saridakis, Charalampos
1
Sreejesh, S.
1
Tang, Liang
1
Wu, Jie
1
Youn, Hyewon
1
Zhao, Narisa
1
Zheng, Tianshu
1
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Journal of hospitality marketing & management
European journal of marketing : EJM
Journal of internet commerce
Journal of business research : JBR
12
Journal of retailing and consumer services
8
International journal of contemporary hospitality management
4
International journal of hospitality management
3
Service business
3
Business horizons
2
Journal of hospitality & tourism research : JHTR ; the professional journal of the Council on Hotel, Restaurant, and Institutional Education
2
Journal of relationship marketing : innovations and enhancements for customer service, relations, and satisfaction
2
Journal of service research : JSR
2
Journal of strategic marketing
2
Psychology & marketing
2
The journal of services marketing
2
The service industries journal
2
Tourism management perspectives : TMP
2
Bringing the Soul Back to Marketing : Proceedings of the 2023 AMS World Marketing Congress, Canterbury, UK, July 11-14, 2023
1
Cogent business & management
1
Global business and finance review
1
Human systems management : HSM
1
Industrial marketing management : the international journal for industrial and high-tech firms
1
International journal of advertising : the quarterly review of marketing communications
1
International journal of bank marketing
1
International journal of consumer studies
1
International journal of electronic commerce : IJEC
1
International journal of innovation science
1
International journal of market research : JMRS ; the journal of the Market Research Society
1
International journal of physical distribution and logistics management
1
International journal of production economics
1
International journal of quality and service sciences
1
International journal of services and operations management
1
International journal of services and standards
1
International journal of services, economics and management
1
International journal of sport management and marketing : IJSMM
1
International public management journal
1
Journal of business economics and management
1
Journal of consumer research : JCR ; an interdisciplinary bimonthly
1
Journal of interactive marketing : a quarterly publication from the Direct Marketing Educational Foundation
1
Journal of management information systems : JMIS
1
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ECONIS (ZBW)
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1
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:
2
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:
3
Can online service recovery interventions benignly alter customers' negative review evaluations? : evidence from the hotel industry
Sreejesh, S.
;
Anusree, M. R.
;
Ponnam, Abhilash
- In:
Journal of hospitality marketing & management
28
(
2019
)
6
,
pp. 711-742
Persistent link: https://www.econbiz.de/10012176682
Saved in:
4
Sharing dissatisfaction online : analyzing the nature and predictors of hotel guests negative reviews
Fernandes, Teresa
;
Fernandes, Filipa
- In:
Journal of hospitality marketing & management
27
(
2018
)
2
,
pp. 127-150
Persistent link: https://www.econbiz.de/10011848333
Saved in:
5
Investigating the dynamics and the content of customers' social media reporting after a restaurant service failure
Israeli, Aviad A.
;
Lee, Seonjeong
;
Karpinski, Aryn C.
- In:
Journal of hospitality marketing & management
26
(
2017
)
6
,
pp. 606-626
Persistent link: https://www.econbiz.de/10011754048
Saved in:
6
Customers' emotion regulation strategies in service failure encounters
Balaji, M. S.
;
Roy, Sanjit
;
Quazi, Ali
- In:
European journal of marketing : EJM
51
(
2017
)
5/6
,
pp. 960-982
Persistent link: https://www.econbiz.de/10011708773
Saved in:
7
Managing negative reviews : the persuasive role of webcare characteristics
Ghosh, Tathagata
- In:
Journal of internet commerce
16
(
2017
)
2
,
pp. 148-173
Persistent link: https://www.econbiz.de/10011804469
Saved in:
8
Rectifying failure of service : how customer perceptions of justice affect their emotional reponse and social media testimonial
Kim, Eojina
;
Tang, Liang
- In:
Journal of hospitality marketing & management
25
(
2016
)
7/8
,
pp. 897-924
Persistent link: https://www.econbiz.de/10011621365
Saved in:
9
User-generated content behaviour of the dissatisfied service customer
Presi, Caterina
;
Saridakis, Charalampos
;
Hartmans, Susanna
- In:
European journal of marketing : EJM
48
(
2014
)
9/10
,
pp. 1600-1625
Persistent link: https://www.econbiz.de/10010429786
Saved in:
10
The effects of perceived service recovery justice on customer affection, loyalty, and word-of-mouth
Choi, Beom Joon
;
Choi, Beom-jin
- In:
European journal of marketing : EJM
48
(
2014
)
1/2
,
pp. 108-131
Persistent link: https://www.econbiz.de/10010344343
Saved in:
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