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isPartOf:"Journal of hospitality marketing & management"
~isPartOf:"Journal of service research : JSR"
~isPartOf:"The service industries journal"
~subject:"Beschwerdemanagement"
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Search: subject_exact:"Customer complaints"
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Beschwerdemanagement
Complaint management
89
Dienstleistungsqualität
59
Service quality
59
Customer satisfaction
49
Kundenzufriedenheit
49
Consumer behaviour
45
Konsumentenverhalten
45
Beziehungsmarketing
38
Relationship marketing
38
service failure
21
Customer service
20
Kundenservice
20
service recovery
20
Emotion
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Gastronomie
11
Restaurant industry
11
Viral marketing
11
Virales Marketing
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Hotellerie
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USA
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United States
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Social web
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Internet marketing
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Online-Marketing
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Service industry
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Mobilkommunikation
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Online retailing
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Online-Handel
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Service failure
5
social media
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Gerechtigkeit
4
Justice
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Selbstbedienung
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Self-service
4
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Gelbrich, Katja
3
Lin, Wen-bao
3
Mattila, Anna S.
3
Tsarenko, Yelena
3
Brady, Michael K.
2
Cai, Ruiying
2
Koc, Erdogan
2
Lages, Cristiana R.
2
Larivière, Bart
2
Malhotra, Neeru
2
McColl-Kennedy, Janet R.
2
Patterson, Paul G.
2
Robertson, Nichola
2
Roschk, Holger
2
Van Vaerenbergh, Yves
2
Vermeir, Iris
2
Walsh, Gianfranco
2
Albrecht, Arne Keno
1
Anusree, M. R.
1
Ashill, Nicholas
1
Baker, Melissa A.
1
Balaji, M. S.
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
Bustin, Adi
1
Butcher, Ken
1
Byun, Jaemun
1
Canter, Deborah D.
1
Cantor, Victor John M.
1
Capella, Michael L.
1
Casado-Díaz, Ana B.
1
Casidy, Riza
1
Chang, Chai-jung
1
Chang, Hyo Jung
1
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Journal of hospitality marketing & management
Journal of service research : JSR
The service industries journal
Journal of business research : JBR
70
International journal of hospitality management
55
Journal of retailing and consumer services
43
The journal of services marketing
43
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
SpringerLink / Bücher
12
International journal of consumer studies
11
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
Erfolgreiches Beschwerdemanagement : Wege zu Prozessverbesserungen und Kundenzufriedenheit
8
Ilmenauer Schriften zur Betriebswirtschaftslehre
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
Reihe: Wissenschaftliche Arbeitspapiere / W / Institut für Marktorientierte Unternehmensführung, Universität Mannheim
7
Total quality management & business excellence : an official journal of the European Society for Organisational Excellence
7
Cogent business & management
6
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ECONIS (ZBW)
89
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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
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:
3
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:
4
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:
5
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:
6
Understanding the role of frontline employee felt obligation in services
Malhotra, Neeru
;
Ashill, Nicholas
;
Lages, Cristiana R.
; …
- In:
The service industries journal
42
(
2022
)
11/12
,
pp. 843-871
Persistent link: https://www.econbiz.de/10013362154
Saved in:
7
When AI-based services fail : examining the effect of the self-AI connection on willingness to share negative word-of-mouth after service failures
Huang, Bo
;
Philp, Matthew
- In:
The service industries journal
41
(
2021
)
13/14
,
pp. 877-899
Persistent link: https://www.econbiz.de/10012695297
Saved in:
8
Trust fall : data breach perceptions from loyalty and non-loyalty customers
Chen, Hsiangting Shatina
;
Jai, Tun-Min
- In:
The service industries journal
41
(
2021
)
13/14
,
pp. 947-963
Persistent link: https://www.econbiz.de/10012695300
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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