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isPartOf:"Journal of hospitality marketing & management"
~isPartOf:"International journal of consumer studies"
~isPartOf:"Journal of service research : JSR"
~type_genre:"Aufsatz in Zeitschrift"
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Search: subject_exact:"Customer complaints"
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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
Emotion
10
Viral marketing
10
Virales Marketing
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Gastronomie
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Restaurant industry
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Hotel industry
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Hotellerie
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USA
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United States
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Online retailing
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Online-Handel
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Dienstleistungssektor
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Internet marketing
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Online-Marketing
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Social web
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perceived justice
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Gerechtigkeit
4
Justice
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Mobile communications
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Mobilkommunikation
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anger
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social media
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Confidence
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Meta-Analyse
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Aufsatz in Zeitschrift
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Donoghue, Suné
3
Gelbrich, Katja
3
Mattila, Anna S.
3
Tsarenko, Yelena
3
Brady, Michael K.
2
De Klerk, Helena M.
2
Koc, Erdogan
2
Larivière, Bart
2
McColl-Kennedy, Janet R.
2
Patterson, Paul G.
2
Robertson, Nichola
2
Roschk, Holger
2
Strydom, Nina
2
Van Vaerenbergh, Yves
2
Vermeir, Iris
2
Walsh, Gianfranco
2
Albrecht, Arne Keno
1
Andreassen, Tor Wallin
1
Andrews, Lynda
1
Anusree, M. R.
1
Baker, Melissa A.
1
Basso, Kenny
1
Bearden, William O.
1
Beatty, Sharon E.
1
Blut, Markus
1
Boo, Soyoung
1
Boshoff, Christo
1
Brock, Christian
1
Browning, Victoria
1
Bunker, Matthew P.
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Bustin, Adi
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1
Byun, Jaemun
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Cai, Ruiying
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Capella, Michael L.
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Casidy, Riza
1
Chang, Hyo Jung
1
Chen, Haipeng
1
Chih, Wen-Hai
1
Cranage, David A.
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Journal of hospitality marketing & management
International journal of consumer studies
Journal of service research : JSR
Journal of business research : JBR
69
International journal of hospitality management
55
Journal of retailing and consumer services
43
The journal of services marketing
43
The service industries journal
27
International journal of contemporary hospitality management
20
Journal of the Academy of Marketing Science
20
Service business
20
Psychology & marketing
16
European journal of marketing : EJM
15
Journal of retailing
15
Journal of service management
14
Managing service quality : MSQ ; an international journal
14
Journal of hospitality & tourism research : JHTR ; the professional journal of the Council on Hotel, Restaurant, and Institutional Education
13
Services marketing quarterly
13
Journal of air transport management
12
Journal of consumer behaviour : an international research review
12
Journal of marketing
12
Marketing letters : a journal of research in marketing
12
Journal of service research
11
Journal of marketing management : MM
10
International journal of quality and service sciences
9
Journal of service theory and practice
9
Journal of service theory and practice : JSTP
9
Asia Pacific journal of marketing and logistics
8
Business horizons
8
International journal of production economics
8
Journal of strategic marketing
8
Journal of travel and tourism marketing
8
Tourism management : research, policies, practice
8
Marketing intelligence & planning
7
Total quality management & business excellence : an official journal of the European Society for Organisational Excellence
7
Cogent business & management
6
Industrial marketing management : the international journal for industrial and high-tech firms
6
International journal of services and operations management
6
Journal of international consumer marketing
6
Management science : journal of the Institute for Operations Research and the Management Sciences
6
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ECONIS (ZBW)
73
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1
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:
2
Service failure and service recovery : a hybrid review and research agenda
Sahaf, Taiba Musadiq
;
Fazili, Asif Iqbal
- In:
International journal of consumer studies
48
(
2024
)
1
,
pp. 1-45
Persistent link: https://www.econbiz.de/10014465453
Saved in:
3
Is uniform pricing by competing retailers perceived as fair?
Wong, Phoebe
;
Vanharanta, Markus
;
Ng, Peggy M. L.
; …
- In:
International journal of consumer studies
48
(
2024
)
3
,
pp. 1-20
Persistent link: https://www.econbiz.de/10014531729
Saved in:
4
What drives customer engagement after a service failure? : the moderating role of customer trust
Honora, Andreawan
;
Chih, Wen-Hai
;
Ortiz, Jaime
- In:
International journal of consumer studies
47
(
2023
)
5
,
pp. 1714-1732
Persistent link: https://www.econbiz.de/10014335594
Saved in:
5
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:
6
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:
7
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:
8
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:
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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