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isPartOf:"Journal of hospitality marketing & management"
~isPartOf:"European journal of marketing : EJM"
~subject:"Gastgewerbe"
~subject:"Selbstbedienung"
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Gastgewerbe
Selbstbedienung
Beschwerdemanagement
46
Complaint management
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Consumer behaviour
39
Konsumentenverhalten
39
Dienstleistungsqualität
33
Service quality
33
Customer satisfaction
30
Kundenzufriedenheit
30
Beziehungsmarketing
17
Relationship marketing
17
service failure
11
Viral marketing
10
Virales Marketing
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Gastronomie
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Restaurant industry
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Emotion
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Hotel industry
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Hotellerie
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Customer service
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Kundenservice
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service recovery
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Online retailing
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Online-Handel
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Service failure
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Gerechtigkeit
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Service recovery
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social media
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tourism
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Cranage, David A.
1
Fan, Alei
1
Koc, Erdogan
1
Lee, Boyoun
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Mattila, Anna S.
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Miao, Li
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Sezgin, Selime
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Journal of hospitality marketing & management
European journal of marketing : EJM
International journal of hospitality management
7
The journal of services marketing
5
International journal of contemporary hospitality management
4
Managing service quality : MSQ ; an international journal
3
Advances in culture, tourism and hospitality research
2
Journal of hospitality & tourism research : JHTR ; the professional journal of the Council on Hotel, Restaurant, and Institutional Education
2
Journal of retailing and consumer services
2
Service business
2
International journal of bank marketing
1
International journal of services, economics and management
1
Journal of business research : JBR
1
Journal of consumer behaviour : an international research review
1
Journal of interactive marketing : a quarterly publication from the Direct Marketing Educational Foundation
1
Journal of retailing
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Journal of service management
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Journal of service research : JSR
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The service industries journal
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1
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:
2
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:
3
Service failures and recovery in hospitality and tourism : a review of literature and recommendations for future research
Koc, Erdogan
- In:
Journal of hospitality marketing & management
28
(
2019
)
5
,
pp. 513-537
Persistent link: https://www.econbiz.de/10012176674
Saved in:
4
Causal attributions and overall blame of self-service technology (SST) failure : different from service failures by employee and policy
Lee, Boyoun
;
Cranage, David A.
- In:
Journal of hospitality marketing & management
27
(
2018
)
1
,
pp. 61-84
Persistent link: https://www.econbiz.de/10011848322
Saved in:
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