//--> //--> //--> //-->
Toggle navigation
Logout
Change account settings
EN
DE
ES
FR
A-Z
Beta
About EconBiz
News
Thesaurus (STW)
Research Skills
Help
EN
DE
ES
FR
My account
Logout
Change account settings
Login
Publications
Events
Your search terms
Search
Retain my current filters
isPartOf:"Journal of hospitality marketing & management"
~isPartOf:"Journal of the Academy of Marketing Science"
Search options
All Fields
Title
Exact title
Subject
Author
Institution
ISBN/ISSN
Published in...
Publisher
Open Access only
Advanced
Search history
My EconBiz
Favorites
Loans
Reservations
Fines
You are here:
Home
Search: subject_exact:"Customer complaints"
Narrow search
Delete all filters
| 2 applied filters
Year of publication
From:
To:
Subject
All
Beschwerdemanagement
51
Complaint management
51
Dienstleistungsqualität
39
Service quality
39
Consumer behaviour
31
Customer satisfaction
31
Konsumentenverhalten
31
Kundenzufriedenheit
31
Beziehungsmarketing
21
Relationship marketing
21
service failure
11
Customer service
9
Gastronomie
9
Kundenservice
9
Restaurant industry
9
Service failure
9
Hotel industry
8
Hotellerie
8
Viral marketing
8
Virales Marketing
8
service recovery
7
Service recovery
6
Dienstleistungssektor
5
Emotion
5
Internet marketing
5
Online retailing
5
Online-Handel
5
Online-Marketing
5
Service industry
5
Social Web
5
Social web
5
USA
4
United States
4
Brand image
3
Brand management
3
Markenführung
3
Markenimage
3
Perception
3
Wahrnehmung
3
social media
3
more ...
less ...
Online availability
All
Undetermined
28
Type of publication
All
Article
51
Type of publication (narrower categories)
All
Article in journal
51
Aufsatz in Zeitschrift
51
Language
All
English
51
Author
All
Grégoire, Yany
4
Mattila, Anna S.
3
Koc, Erdogan
2
Sénécal, Sylvain
2
Allen, Alexis M.
1
Anusree, M. R.
1
Ashworth, Laurence
1
Baker, Melissa A.
1
Baker, Thomas L.
1
Bilstein, Nicola
1
Bonifield, Carolyn
1
Boo, Soyoung
1
Borah, Sourav Bikash
1
Brady, Michael K.
1
Browning, Victoria
1
Bustin, Adi
1
Butcher, Ken
1
Byun, Jaemun
1
Cai, Ruiying
1
Chan, Kimmy Wa
1
Chang, Hyo Jung
1
Chen, Haipeng
1
Cole, Catherine A.
1
Cranage, David A.
1
Darke, Peter R.
1
Ekiz, Erdogan H.
1
Falk, Tomas
1
Fan, Alei
1
Fernandes, Filipa
1
Fernandes, Teresa
1
Fürst, Andreas
1
Gelbrich, Katja
1
Ghadami, Fateme
1
Ghahramani, Ladan
1
Grewal, Dhruv
1
Handrich, Matthias
1
Hanks, Lydia
1
Heidenreich, Sven
1
Heijden, Gielis A. H. van der
1
Hogreve, Jens
1
more ...
less ...
Published in...
All
Journal of hospitality marketing & management
Journal of the Academy of Marketing Science
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
Journal of service research : JSR
31
The service industries journal
27
International journal of contemporary hospitality management
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
more ...
less ...
Source
All
ECONIS (ZBW)
51
Showing
1
-
10
of
51
Sort
Relevance
Date (newest first)
Date (oldest first)
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
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:
7
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
Saved in:
8
Leveraging service recovery strategies to reduce customer churn in an emerging market
Borah, Sourav Bikash
;
Prakhya, Srinivas
;
Sharma, Amalesh
- In:
Journal of the Academy of Marketing Science
48
(
2020
)
5
,
pp. 848-868
Persistent link: https://www.econbiz.de/10012301271
Saved in:
9
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:
10
A systematic review of brand transgression, service failure recovery and product-harm crisis : integration and guiding insights
Khamitov, Mansur
;
Grégoire, Yany
;
Suri, Anshu
- In:
Journal of the Academy of Marketing Science
48
(
2020
)
3
,
pp. 519-542
Persistent link: https://www.econbiz.de/10012290970
Saved in:
1
2
3
4
5
6
Next
Last
Results per page
10
25
50
100
250
A service of the
zbw
×
Loading...
//-->