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isPartOf:"Journal of hospitality marketing & management"
~subject:"Beziehungsmarketing"
~subject:"Gastronomie"
~subject:"Social web"
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Beziehungsmarketing
Gastronomie
Social web
Beschwerdemanagement
31
Complaint management
31
Consumer behaviour
26
Konsumentenverhalten
26
Dienstleistungsqualität
24
Service quality
24
Customer satisfaction
20
Kundenzufriedenheit
20
Relationship marketing
13
service failure
11
Restaurant industry
9
Hotel industry
8
Hotellerie
8
Viral marketing
7
Virales Marketing
7
service recovery
7
Customer service
5
Kundenservice
5
Online retailing
5
Online-Handel
5
Emotion
4
Internet marketing
4
Online-Marketing
4
Social Web
4
Service failure
3
social media
3
tourism
3
Gastgewerbe
2
Gerechtigkeit
2
Hospitality industry
2
Justice
2
Perception
2
Selbstbedienung
2
Self-service
2
Tourism
2
Tourism industry
2
Tourismus
2
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English
18
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Mattila, Anna S.
2
Baker, Melissa A.
1
Boo, Soyoung
1
Bustin, Adi
1
Byun, Jaemun
1
Cai, Ruiying
1
Chang, Hyo Jung
1
Ekiz, Erdogan H.
1
Fernandes, Filipa
1
Fernandes, Teresa
1
Ghahramani, Ladan
1
Huey Chern Boo
1
Hwang, Yoo Hee
1
Israeli, Aviad
1
Israeli, Aviad A.
1
Jang, Soocheong
1
Karpinski, Aryn C.
1
Khalilzadeh, Jalayer
1
Khoo-Lattimore, Catheryn
1
Kim, Eojina
1
Kim, Jooho
1
Kim, Kyungmin
1
Kim, Youngsun Sean
1
Lee, Chung Hun
1
Lee, Seonjeong
1
Ma, Junzhao
1
MacQuilken, Lisa
1
Memarzadeh, Faranak
1
Momayez, Ayatollah
1
Mostafa Rasoolimanesh, S.
1
Palmeira, Mauricio
1
Poh Theng Loo
1
Polonsky, Michael J.
1
Qu, Hailin
1
Rahmani, Atousa Kamangar
1
Rasouli, Nasrin
1
Ro, Heejung
1
Robertson, Nichola
1
Sharifi, Seyed Shahin
1
Silber, Ilan
1
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Journal of hospitality marketing & management
Journal of business research : JBR
40
International journal of hospitality management
32
Journal of retailing and consumer services
26
The journal of services marketing
22
The service industries journal
16
International journal of contemporary hospitality management
12
Journal of service research : JSR
11
Service business
10
Services marketing quarterly
9
Journal of hospitality & tourism research : JHTR ; the professional journal of the Council on Hotel, Restaurant, and Institutional Education
8
Journal of service research
8
Journal of the Academy of Marketing Science
8
Journal of marketing
7
Marketing letters : a journal of research in marketing
7
Psychology & marketing
7
Business horizons
6
International journal of production economics
6
Journal of retailing
6
Journal of travel and tourism marketing
6
Managing service quality : MSQ ; an international journal
6
SpringerLink / Bücher
6
Tourism management : research, policies, practice
6
Journal of consumer marketing
5
Journal of marketing management : MM
5
Marketing intelligence & planning
5
Asia-Pacific journal of business administration
4
Cogent business & management
4
European journal of marketing : EJM
4
International journal of business and economics
4
International journal of consumer studies
4
International journal of quality and service sciences
4
International journal of services and operations management
4
Journal of interactive marketing : a quarterly publication from the Direct Marketing Educational Foundation
4
Journal of service management
4
Journal of service theory and practice
4
Journal of strategic marketing
4
Reihe: Wissenschaftliche Arbeitspapiere / W / Institut für Marktorientierte Unternehmensführung, Universität Mannheim
4
Total quality management & business excellence
4
Total quality management & business excellence : an official journal of the European Society for Organisational Excellence
4
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ECONIS (ZBW)
18
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1
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:
2
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:
3
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:
4
Can signaling impact customer satisfaction and behavioral intentions in times of service failure? : evidence from open versus closed kitchen restaurants
Byun, Jaemun
;
Jang, Soocheong
- In:
Journal of hospitality marketing & management
28
(
2019
)
7
,
pp. 785-806
Persistent link: https://www.econbiz.de/10012176719
Saved in:
5
Sharing dissatisfaction online : analyzing the nature and predictors of hotel guests negative reviews
Fernandes, Teresa
;
Fernandes, Filipa
- In:
Journal of hospitality marketing & management
27
(
2018
)
2
,
pp. 127-150
Persistent link: https://www.econbiz.de/10011848333
Saved in:
6
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:
7
From "hypercritics" to "happy campers" : who complains the most in fine dining restaurants?
Khalilzadeh, Jalayer
;
Ghahramani, Ladan
;
Tabari, Saloomeh
- In:
Journal of hospitality marketing & management
26
(
2017
)
5
,
pp. 451-473
Persistent link: https://www.econbiz.de/10011753984
Saved in:
8
Investigating the dynamics and the content of customers' social media reporting after a restaurant service failure
Israeli, Aviad A.
;
Lee, Seonjeong
;
Karpinski, Aryn C.
- In:
Journal of hospitality marketing & management
26
(
2017
)
6
,
pp. 606-626
Persistent link: https://www.econbiz.de/10011754048
Saved in:
9
The impact of service failure and recovery on target and observing customers : a comparative study
Sharifi, Seyed Shahin
;
Palmeira, Mauricio
;
Ma, Junzhao
; …
- In:
Journal of hospitality marketing & management
26
(
2017
)
8
,
pp. 889-910
Persistent link: https://www.econbiz.de/10011784161
Saved in:
10
Recovering from other-customer-caused failure : the effect on focal customer complaining
MacQuilken, Lisa
;
Robertson, Nichola
;
Polonsky, Michael J.
- In:
Journal of hospitality marketing & management
26
(
2017
)
1
,
pp. 83-104
Persistent link: https://www.econbiz.de/10011669673
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