//--> //--> //--> //-->
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
person:"Ahlert, Martin"
~person:"Baker, Melissa A."
~person:"Ro, Heejung"
~source:"econis"
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:"Reklamation"
Narrow search
Delete all filters
| 4 applied filters
Year of publication
From:
To:
Subject
All
Beschwerdemanagement
16
Complaint management
16
Beziehungsmarketing
10
Dienstleistungsqualität
10
Relationship marketing
10
Service quality
10
Consumer behaviour
9
Konsumentenverhalten
9
Customer satisfaction
7
Kundenzufriedenheit
7
Customer service
5
Kundenservice
5
Gastgewerbe
3
Hospitality industry
3
service recovery
3
Emotion
2
Ethiopia
2
Gerechtigkeit
2
Homosexuality
2
Homosexualität
2
Justice
2
Opportunism
2
Opportunismus
2
USA
2
United States
2
complaining behavior
2
loyalty
2
neglect
2
noncomplainers
2
other customer
2
service failure
2
Äthiopien
2
Arbeitsverhalten
1
Business network
1
Complainers
1
Corporate Social Responsibility
1
Corporate social responsibility
1
Customer citizenship behavior
1
Deutschland
1
Dienstleistungsmanagement
1
more ...
less ...
Online availability
All
Undetermined
6
Type of publication
All
Article
16
Type of publication (narrower categories)
All
Article in journal
14
Aufsatz in Zeitschrift
14
Aufsatz im Buch
2
Book section
2
Language
All
English
13
German
3
Author
All
Ahlert, Martin
Baker, Melissa A.
Ro, Heejung
Mattila, Anna S.
24
Stauss, Bernd
20
Gelbrich, Katja
17
Grégoire, Yany
16
Roschk, Holger
15
Homburg, Christian
13
Fürst, Andreas
12
Jang, Soocheong
10
Van Vaerenbergh, Yves
10
Gruber, Thorsten
9
Seidel, Wolfgang
9
Vázquez Casielles, Rodolfo
9
Guchait, Priyanko
8
MacQuilken, Lisa
8
McColl-Kennedy, Janet R.
8
Robertson, Nichola
8
Tsarenko, Yelena
8
Brock, Christian
7
Edvardsson, Bo
7
Svensson, Göran
7
Tronvoll, Bård
7
Balaji, M. S.
6
Brady, Michael K.
6
Cai, Ruiying
6
Chebat, Jean-Charles
6
Grewal, Dhruv
6
Gäthke, Jana
6
Hogreve, Jens
6
Matos, Celso Augusto de
6
Patterson, Paul G.
6
Tripp, Thomas M.
6
Walsh, Gianfranco
6
Wan, Lisa C.
6
Weber, Karin
6
Zaugg, Alexandra Daniela
6
Baker, Thomas L.
5
Beatty, Sharon E.
5
Chen, Jing
5
more ...
less ...
Published in...
All
International journal of hospitality management
3
Journal of hospitality & tourism research : JHTR ; the professional journal of the Council on Hotel, Restaurant, and Institutional Education
3
Journal of business research : JBR
2
Journal of hospitality marketing & management
2
Die Betriebswirtschaft : DBW
1
Handbuch Franchising und Cooperation : das Management kooperativer Unternehmensnetzwerke
1
Kundenmanagement
1
Service business
1
Services marketing quarterly
1
The Cornell hospitality quarterly
1
more ...
less ...
Source
All
ECONIS (ZBW)
Showing
1
-
10
of
16
Sort
relevance
articles prioritized
date (newest first)
date (oldest first)
1
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:
2
Paying it forward : the influence of other customer service recovery on future co-creation
Kim, Kawon
;
Baker, Melissa A.
- In:
Journal of business research : JBR
121
(
2020
),
pp. 604-615
Persistent link: https://www.econbiz.de/10012417381
Saved in:
3
The customer isn’t always right : the implications of illegitimate complaints
Kim, Kawon Kathy
;
Baker, Melissa A.
- In:
The Cornell hospitality quarterly
61
(
2020
)
2
,
pp. 113-127
Persistent link: https://www.econbiz.de/10012210711
Saved in:
4
Other customer service failures : emotions, impacts, and attributions
Baker, Melissa A.
;
Kim, Kawon Kathy
- In:
Journal of hospitality & tourism research : JHTR ; the …
42
(
2018
)
7
,
pp. 1067-1085
Persistent link: https://www.econbiz.de/10011922297
Saved in:
5
Corporate social responsibility : the effect of green practices in a service recovery
Albus, Heidi
;
Ro, Heejung
- In:
Journal of hospitality & tourism research : JHTR ; the …
41
(
2017
)
1
,
pp. 41-65
Persistent link: https://www.econbiz.de/10011632988
Saved in:
6
Silent voices : nonbehavioral reactions to service failures
Ro, Heejung
;
Mattila, Anna S.
- In:
Services marketing quarterly
36
(
2015
)
2
,
pp. 95-111
Persistent link: https://www.econbiz.de/10011290006
Saved in:
7
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:
8
The effects of social justice and stigma-consciousness on gay customers' service recovery evaluation
Ro, Heejung
;
Olson, Eric
- In:
Journal of business research : JBR
67
(
2014
)
6
,
pp. 1162-1169
Persistent link: https://www.econbiz.de/10010365163
Saved in:
9
Complaint, patience, and neglect : responses to a dissatisfying service experience
Ro, Heejung
- In:
Service business
8
(
2014
)
2
,
pp. 197-216
Persistent link: https://www.econbiz.de/10010351456
Saved in:
10
Service recovery evaluations : GLBT versus hetero customers
Ro, Heejung
;
Choi, Youngsoo
;
Olson, Eric
- In:
International journal of hospitality management
33
(
2013
),
pp. 366-375
Persistent link: https://www.econbiz.de/10009746343
Saved in:
1
2
Next
Last
Results per page
10
25
50
100
250
A service of the
zbw
×
Loading...
//-->