//--> //--> //-->
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:"Chi, Christina Geng-Qing"
~person:"MacQuilken, Lisa"
~subject:"Consumer behaviour"
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
Consumer behaviour
Beschwerdemanagement
14
Complaint management
14
Customer satisfaction
8
Konsumentenverhalten
8
Kundenzufriedenheit
8
Dienstleistungsqualität
7
Service quality
7
Beziehungsmarketing
5
Relationship marketing
5
Customer service
4
Gastronomie
4
Kundenservice
4
Restaurant industry
4
Gerechtigkeit
3
Justice
3
Arbeitszufriedenheit
1
Australia
1
Australien
1
Business network
1
China
1
Competence
1
Customer complaint efforts
1
Deutschland
1
Dienstleistungsberufe
1
Dienstleistungssektor
1
Emotion
1
Experiment
1
Fine-dining restaurant
1
Franchising
1
Frontline health professionals
1
Garantie
1
Germany
1
Gesundheitsberufe
1
Health personnel
1
Innovation adoption
1
Innovationsakzeptanz
1
Job satisfaction
1
Kompetenz
1
Leistungsmotivation
1
more ...
less ...
Online availability
All
Undetermined
4
Free
1
Type of publication
All
Article
8
Type of publication (narrower categories)
All
Article in journal
8
Aufsatz in Zeitschrift
8
Language
All
English
8
Author
All
Ahlert, Martin
Chi, Christina Geng-Qing
MacQuilken, Lisa
Mattila, Anna S.
17
Roschk, Holger
9
Gelbrich, Katja
8
McColl-Kennedy, Janet R.
7
Balaji, M. S.
6
Jang, Soocheong
6
Robertson, Nichola
6
Baker, Melissa A.
5
Cai, Ruiying
5
Day, Ralph L.
5
Grégoire, Yany
5
Matos, Celso Augusto de
5
Miao, Li
5
Svensson, Göran
5
Tsarenko, Yelena
5
Ding Hooi Ting
4
Harun, Ahasan
4
Hogreve, Jens
4
Hunt, H. Keith
4
Patterson, Paul G.
4
Ro, Heejung
4
Strizhakova, Yuliya
4
Wan, Lisa C.
4
Weber, Karin
4
Wu, Luorong
4
Zaugg, Alexandra Daniela
4
Abbasi, Amir Zaib
3
Chen, Jing
3
Donoghue, Suné
3
Fan, Alei
3
Fürst, Andreas
3
Garín-Muñoz, Teresa
3
Gijón, Covadonga
3
Hanks, Lydia
3
Harris, Lloyd C.
3
Homburg, Christian
3
Huey Chern Boo
3
Istanbulluoglu, Doga
3
more ...
less ...
Published in...
All
Journal of hospitality & tourism research : JHTR ; the professional journal of the Council on Hotel, Restaurant, and Institutional Education
3
International journal of hospitality management
1
Journal of consumer behaviour : an international research review
1
Journal of hospitality marketing & management
1
Psychology & marketing
1
The service industries journal
1
Source
All
ECONIS (ZBW)
8
Showing
1
-
8
of
8
Sort
relevance
articles prioritized
date (newest first)
date (oldest first)
1
The customer is often wrong : investigating the influence of customer failures and apologies on frontline service employee well-being
Robertson, Nichola
;
Rotman, Jeffrey
;
MacQuilken, Lisa
; …
- In:
Psychology & marketing
40
(
2023
)
4
,
pp. 825-844
Persistent link: https://www.econbiz.de/10014290864
Saved in:
2
The effects of intragroup guanxi interaction on customers' intentions to complain
Xu, Xing'an
;
Chi, Christina Geng-Qing
;
Cai, Ruiying
;
Pan, Li
- In:
Journal of hospitality & tourism research : JHTR ; the …
46
(
2022
)
7
,
pp. 1411-1435
Persistent link: https://www.econbiz.de/10013387411
Saved in:
3
The impacts of complaint efforts on customer satisfaction and loyalty
Cai, Ruiying
;
Chi, Christina Geng-Qing
- In:
The service industries journal
38
(
2018
)
15/16
,
pp. 1095-1115
Persistent link: https://www.econbiz.de/10011977443
Saved in:
4
Developing a consumer complaining and recovery effort scale
Lu, Lu
;
Gursoy, Dogan
;
Chi, Christina Geng-Qing
;
Xiao, …
- In:
Journal of hospitality & tourism research : JHTR ; the …
42
(
2018
)
5
,
pp. 686-715
Persistent link: https://www.econbiz.de/10011912319
Saved in:
5
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:
6
Who chose this restaurant anyway? : the effect of responsibility for choice, guarantees, and failure stability on customer complaining
MacQuilken, Lisa
;
Robertson, Nichola
- In:
Journal of hospitality & tourism research : JHTR ; the …
37
(
2013
)
4
,
pp. 537-562
Persistent link: https://www.econbiz.de/10010206596
Saved in:
7
Consumer complaints and recovery through guaranteeing self-service technology
Robertson, Nichola
;
MacQuilken, Lisa
;
Kandampully, Jay
- In:
Journal of consumer behaviour : an international …
11
(
2012
)
1
,
pp. 21-30
Persistent link: https://www.econbiz.de/10009508885
Saved in:
8
The influence of guarantees, active requests to voice and failure severity on customer complaint behavior
MacQuilken, Lisa
;
Robertson, Nichola
- In:
International journal of hospitality management
30
(
2011
)
4
,
pp. 953-962
Persistent link: https://www.econbiz.de/10009242071
Saved in:
Results per page
10
25
50
100
250
A service of the
zbw
×
Loading...
//-->