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isPartOf:"Journal of hospitality marketing & management"
~isPartOf:"International journal of consumer studies"
~isPartOf:"Journal of service research : JSR"
~subject:"Emotion"
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Search: subject_exact:"Customer complaints"
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Emotion
Beschwerdemanagement
73
Complaint management
73
Consumer behaviour
49
Konsumentenverhalten
49
Dienstleistungsqualität
46
Service quality
46
Customer satisfaction
37
Kundenzufriedenheit
37
Beziehungsmarketing
28
Relationship marketing
28
service failure
20
service recovery
18
Customer service
15
Kundenservice
15
Viral marketing
10
Virales Marketing
10
Gastronomie
9
Restaurant industry
9
Hotel industry
8
Hotellerie
8
USA
7
United States
7
Online retailing
6
Online-Handel
6
Dienstleistungssektor
5
Internet marketing
5
Online-Marketing
5
Service industry
5
Social Web
5
Social web
5
perceived justice
5
Gerechtigkeit
4
Justice
4
Mobile communications
4
Mobilkommunikation
4
anger
4
social media
4
Confidence
3
Meta-Analyse
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10
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McColl-Kennedy, Janet R.
2
Patterson, Paul G.
2
Boshoff, Christo
1
Brady, Michael K.
1
Cai, Ruiying
1
Diamantopoulos, Adamantios
1
Du, Jiangang
1
Fan, Xiucheng
1
Feng, Tianjun
1
Hanks, Lydia
1
Hwang, Yoo Hee
1
Kim, Eojina
1
Mattila, Anna S.
1
Qu, Hailin
1
Ruth, Julie A.
1
Schoefer, Klaus
1
Strizhakova, Yuliya
1
Surachartkumtonkun, Jiraporn
1
Tang, Liang
1
Tsarenko, Yelena
1
Yang, Wan
1
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Journal of hospitality marketing & management
International journal of consumer studies
Journal of service research : JSR
Journal of business research : JBR
11
International journal of hospitality management
10
Psychology & marketing
6
European journal of marketing : EJM
4
International journal of contemporary hospitality management
4
Journal of retailing and consumer services
4
Service business
4
The journal of services marketing
4
International journal of quality and service sciences
3
Journal of hospitality & tourism research : JHTR ; the professional journal of the Council on Hotel, Restaurant, and Institutional Education
3
Journal of Asian finance, economics and business : JAFEB
2
Journal of business ethics : JOBE
2
Journal of consumer behaviour : an international research review
2
Journal of consumer marketing
2
Journal of retailing
2
The service industries journal
2
Tourism management perspectives : TMP
2
Vision : the journal of business perspective
2
Academy of Management journal : AMJ
1
Administrative Sciences : open access journal
1
Asia Pacific journal of marketing and logistics
1
Asia-Pacific journal of business administration
1
Consumer behavior review : CBR
1
Corporate communications : an international journal
1
Delivering value in turbulent times : AMA Summer Educators' Conference 2011 ; AMA educators' proceedings Volume 22 ; San Francisco, California, USA, 5 - 7 August 2011
1
Electronic markets : EM ; the international journal of electronic commerce and business media
1
European management journal
1
Information & management : the internat. journal of management processes and systems ; journal of IFIP Users Group
1
International journal of advertising : the quarterly review of marketing communications
1
International journal of business communication : IJBC ; a publication of the Association of Business Communication
1
International journal of business excellence : IJBEX
1
International journal of business innovation and research
1
International journal of emerging markets
1
International journal of manpower
1
International journal of services and operations management
1
Journal for global business advancement : JGBA
1
Journal of consumer research : JCR ; an interdisciplinary bimonthly
1
Journal of financial services marketing : JFSM
1
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ECONIS (ZBW)
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1
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:
2
Customers' perceived justice, emotions, direct and indirect reactions to service recovery : moderating effects of recovery efforts
Cai, Ruiying
;
Qu, Hailin
- In:
Journal of hospitality marketing & management
27
(
2018
)
3
,
pp. 323-345
Persistent link: https://www.econbiz.de/10011880415
Saved in:
3
Preconsumption mood, causal explanations, and postrecovery reactions
Yang, Wan
;
Hanks, Lydia
- In:
Journal of hospitality marketing & management
25
(
2016
)
1/2
,
pp. 69-90
Persistent link: https://www.econbiz.de/10011453969
Saved in:
4
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:
5
Geysers or bubbling hot springs? : a cross-cultural examination of customer rage from Eastern and Western perspectives
Patterson, Paul G.
;
Brady, Michael K.
;
McColl-Kennedy, …
- In:
Journal of service research : JSR
19
(
2016
)
3
,
pp. 243-259
Persistent link: https://www.econbiz.de/10011665370
Saved in:
6
Unpacking customer rage elicitation : a dynamic model
Surachartkumtonkun, Jiraporn
;
McColl-Kennedy, Janet R.
; …
- In:
Journal of service research : JSR
18
(
2015
)
2
,
pp. 177-192
Persistent link: https://www.econbiz.de/10011283710
Saved in:
7
Group emotional contagion and complaint intentions in group service failure : the role of group size and group familiarity
Du, Jiangang
;
Fan, Xiucheng
;
Feng, Tianjun
- In:
Journal of service research : JSR
17
(
2014
)
3
,
pp. 326-338
Persistent link: https://www.econbiz.de/10010393227
Saved in:
8
"I'm mad and I can't get that service failure off my mind" : coping and rumination as mediators of anger effects on customer intentions
Strizhakova, Yuliya
;
Tsarenko, Yelena
;
Ruth, Julie A.
- In:
Journal of service research : JSR
15
(
2012
)
4
,
pp. 414-429
Persistent link: https://www.econbiz.de/10009673023
Saved in:
9
A neurophysiological assessment of consumers' emotional responses to service recovery behaviors : the impact of ethnic group and gender similarity
Boshoff, Christo
- In:
Journal of service research : JSR
15
(
2012
)
4
,
pp. 401-413
Persistent link: https://www.econbiz.de/10009673026
Saved in:
10
The role of emotions in translating perceptions of (in)justice into postcomplaint behavioral responses
Schoefer, Klaus
;
Diamantopoulos, Adamantios
- In:
Journal of service research : JSR
11
(
2008/09
)
1
,
pp. 91-103
Persistent link: https://www.econbiz.de/10003750022
Saved in:
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