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isPartOf:"Journal of hospitality marketing & management"
~subject:"Hospitality industry"
~subject:"Konsumentenverhalten"
~subject:"Tourism industry"
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Hospitality industry
Konsumentenverhalten
Tourism industry
Beschwerdemanagement
31
Complaint management
31
Consumer behaviour
26
Dienstleistungsqualität
24
Service quality
24
Customer satisfaction
20
Kundenzufriedenheit
20
Beziehungsmarketing
13
Relationship marketing
13
service failure
11
Gastronomie
9
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
Social web
4
Service failure
3
social media
3
tourism
3
Gastgewerbe
2
Gerechtigkeit
2
Justice
2
Perception
2
Selbstbedienung
2
Self-service
2
Tourism
2
Tourismus
2
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27
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Aufsatz in Zeitschrift
27
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English
27
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Mattila, Anna S.
3
Koc, Erdogan
2
Anusree, M. R.
1
Baker, Melissa A.
1
Boo, Soyoung
1
Browning, Victoria
1
Byun, Jaemun
1
Cai, Ruiying
1
Chang, Hyo Jung
1
Chen, Haipeng
1
Cranage, David A.
1
Fan, Alei
1
Fernandes, Filipa
1
Fernandes, Teresa
1
Ghahramani, Ladan
1
Hanks, Lydia
1
Hua, Nan
1
Huey Chern Boo
1
Hwang, Yoo Hee
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, Boyoun
1
Lee, Chung Hun
1
Lee, Seonjeong
1
Ma, Junzhao
1
MacQuilken, Lisa
1
Memarzadeh, Faranak
1
Miao, Li
1
Momayez, Ayatollah
1
Mostafa Rasoolimanesh, S.
1
Palmeira, Mauricio
1
Poh Theng Loo
1
Polonsky, Michael J.
1
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Published in...
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Journal of hospitality marketing & management
Journal of business research : JBR
39
International journal of hospitality management
32
Journal of retailing and consumer services
21
The journal of services marketing
21
Journal of service research : JSR
14
European journal of marketing : EJM
13
International journal of contemporary hospitality management
13
Psychology & marketing
12
International journal of consumer studies
9
Managing service quality : MSQ ; an international journal
9
Service business
9
Journal of hospitality & tourism research : JHTR ; the professional journal of the Council on Hotel, Restaurant, and Institutional Education
8
Journal of retailing
8
Journal of service management
8
Ilmenauer Schriften zur Betriebswirtschaftslehre
7
Journal of marketing
7
Services marketing quarterly
7
Journal of service research
6
Business horizons
5
Journal of the Academy of Marketing Science
5
Marketing letters : a journal of research in marketing
5
Marketing science : the marketing journal of the Institute for Operations Research and the Management Sciences
5
The service industries journal
5
Cogent business & management
4
International journal of quality and service sciences
4
International journal of services and operations management
4
Journal of consumer behaviour : an international research review
4
Journal of consumer marketing
4
Journal of marketing management : MM
4
Journal of service theory and practice
4
Journal of service theory and practice : JSTP
4
Journal of strategic marketing
4
Journal of travel and tourism marketing
4
Marketing intelligence & planning
4
Tourism management : research, policies, practice
4
Asia-Pacific journal of business administration
3
Gabler Edition Wissenschaft
3
International journal of electronic commerce : IJEC
3
International journal of production economics
3
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ECONIS (ZBW)
27
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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
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
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:
9
Service failures and recovery in hospitality and tourism : a review of literature and recommendations for future research
Koc, Erdogan
- In:
Journal of hospitality marketing & management
28
(
2019
)
5
,
pp. 513-537
Persistent link: https://www.econbiz.de/10012176674
Saved in:
10
Can online service recovery interventions benignly alter customers' negative review evaluations? : evidence from the hotel industry
Sreejesh, S.
;
Anusree, M. R.
;
Ponnam, Abhilash
- In:
Journal of hospitality marketing & management
28
(
2019
)
6
,
pp. 711-742
Persistent link: https://www.econbiz.de/10012176682
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