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isPartOf:"Journal of hospitality marketing & management"
~subject:"Gastronomie"
~subject:"Social web"
~type:"article"
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Search: subject_exact:"Customer complaints"
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Gastronomie
Social web
Beschwerdemanagement
31
Complaint management
31
Consumer behaviour
26
Konsumentenverhalten
26
Dienstleistungsqualität
24
Service quality
24
Customer satisfaction
20
Kundenzufriedenheit
20
Beziehungsmarketing
13
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
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Tourismus
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12
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12
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English
12
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Boo, Soyoung
1
Bustin, Adi
1
Byun, Jaemun
1
Chang, Hyo Jung
1
Fernandes, Filipa
1
Fernandes, Teresa
1
Ghahramani, Ladan
1
Israeli, Aviad
1
Israeli, Aviad A.
1
Jang, Soocheong
1
Karpinski, Aryn C.
1
Khalilzadeh, Jalayer
1
Kim, Eojina
1
Kim, Jooho
1
Kim, Kyungmin
1
Lee, Chung Hun
1
Lee, Seonjeong
1
MacQuilken, Lisa
1
Mattila, Anna S.
1
Memarzadeh, Faranak
1
Momayez, Ayatollah
1
Mostafa Rasoolimanesh, S.
1
Polonsky, Michael J.
1
Rahmani, Atousa Kamangar
1
Rasouli, Nasrin
1
Ro, Heejung
1
Robertson, Nichola
1
Silber, Ilan
1
Tabari, Saloomeh
1
Tang, Liang
1
Torabi, Mohammad Amin
1
Zvi, Ofir Ben
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Journal of hospitality marketing & management
International journal of hospitality management
11
Journal of business research : JBR
5
The journal of services marketing
5
International journal of contemporary hospitality management
4
The service industries journal
4
Tourism management : research, policies, practice
4
Business horizons
3
Dienstleistungsmanagement und Social Media : Potenziale, Strategien und Instrumente
3
Journal of hospitality & tourism research : JHTR ; the professional journal of the Council on Hotel, Restaurant, and Institutional Education
3
Journal of interactive marketing : a quarterly publication from the Direct Marketing Educational Foundation
3
Journal of retailing and consumer services
3
Harvard business review : HBR
2
Journal of management information systems : JMIS
2
Journal of marketing
2
Journal of service research
2
Journal of travel and tourism marketing
2
Marketing intelligence & planning
2
Quality management journal : QMJ
2
Accounting perspectives : a journal of The Canadian Academic Accounting Association
1
Administrative Sciences : open access journal
1
Aktuelle Entwicklungen im Dienstleistungsmarketing
1
Asia Pacific journal of marketing and logistics
1
Asia-Pacific journal of business administration
1
Chinese management studies : CMS
1
Cornell hospitality quarterly : CQ
1
Corporate communications : an international journal
1
Corporate reputation review : an international journal
1
Environmental and resource economics
1
European journal of marketing
1
European journal of marketing : EJM
1
GfK marketing intelligence review : Marketingforschung für die Praxis
1
HMD : Praxis der Wirtschaftsinformatik
1
Harmony versus conflict in Asian business : managing in a turbulent era
1
International journal of electronic commerce : IJEC
1
International journal of electronic customer relationship management : IJECRM
1
International journal of innovation science
1
International journal of operations & production management : IJOPM ; the official journal of the European Operations Management Association, EUROMA
1
International journal of services and operations management
1
International journal of services, economics and management
1
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ECONIS (ZBW)
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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
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:
3
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:
4
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:
5
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:
6
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
Saved in:
7
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:
8
Customer dissatisfaction responses to restaurant service failures : insights into noncomplainers from a relational perspective
Ro, Heejung
- In:
Journal of hospitality marketing & management
24
(
2015
)
3/4
,
pp. 435-456
Persistent link: https://www.econbiz.de/10011292830
Saved in:
9
Online consumer complaints about Southeast Asian luxury hotels
Memarzadeh, Faranak
;
Chang, Hyo Jung
- In:
Journal of hospitality marketing & management
24
(
2015
)
1/2
,
pp. 76-98
Persistent link: https://www.econbiz.de/10010526374
Saved in:
10
Determinants of customer complaint behavior in a restaurant context : the role of culture, price level, and customer loyalty
Kim, Kyungmin
;
Lee, Chung Hun
;
Mattila, Anna S.
- In:
Journal of hospitality marketing & management
23
(
2014
)
7/8
,
pp. 885-906
Persistent link: https://www.econbiz.de/10010473452
Saved in:
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