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isPartOf:"Journal of hospitality marketing & management"
~isPartOf:"European journal of marketing : EJM"
~subject:"Complaints"
~subject:"Viral marketing"
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Complaints
Viral marketing
Beschwerdemanagement
46
Complaint management
46
Consumer behaviour
39
Konsumentenverhalten
39
Dienstleistungsqualität
33
Service quality
33
Customer satisfaction
30
Kundenzufriedenheit
30
Beziehungsmarketing
17
Relationship marketing
17
service failure
11
Virales Marketing
10
Gastronomie
9
Restaurant industry
9
Emotion
8
Hotel industry
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Hotellerie
8
Customer service
7
Kundenservice
7
service recovery
7
Online retailing
5
Online-Handel
5
Service failure
5
Social Web
5
Social web
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Gerechtigkeit
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Internet marketing
4
Justice
4
Online-Marketing
4
Service recovery
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social media
3
tourism
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Ethiopia
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Gastgewerbe
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Anusree, M. R.
1
Ashkanasy, Neal M.
1
Balaji, M. S.
1
Choi, Beom Joon
1
Choi, Beom-jin
1
Fernandes, Filipa
1
Fernandes, Teresa
1
Hartmans, Susanna
1
Hwang, Yoo Hee
1
Israeli, Aviad A.
1
Istanbulluoglu, Doga
1
Karpinski, Aryn C.
1
Kim, Eojina
1
Kincaid, Clark S.
1
Lee, Seonjeong
1
Leek, Sheena
1
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1
Ponnam, Abhilash
1
Presi, Caterina
1
Quazi, Ali
1
Roy, Sanjit
1
Russell-Bennett, Rebekah
1
Saridakis, Charalampos
1
Sreejesh, S.
1
Szmigin, Isabelle
1
Tang, Liang
1
Tombs, Alastair G.
1
Wu, Jie
1
Youn, Hyewon
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Zhao, Narisa
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Journal of hospitality marketing & management
European journal of marketing : EJM
Journal of business research : JBR
13
Journal of retailing and consumer services
8
International journal of contemporary hospitality management
5
International journal of hospitality management
5
Service business
3
The journal of services marketing
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 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
Finance India : the quarterly journal of Indian Institute of Finance
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 accounting and information management
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 management
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 retail & distribution management
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
Inventi impact: retailing & consumer services
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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
Beyond exit and voice : developing an integrated taxonomy of consumer complaining behaviour
Istanbulluoglu, Doga
;
Leek, Sheena
;
Szmigin, Isabelle
- In:
European journal of marketing : EJM
51
(
2017
)
5/6
,
pp. 1109-1128
Persistent link: https://www.econbiz.de/10011708896
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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