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subject:"Relationship marketing"
~isPartOf:"International journal of contemporary hospitality management"
~isPartOf:"Journal of hospitality & tourism research : JHTR ; the professional journal of the Council on Hotel, Restaurant, and Institutional Education"
~isPartOf:"Managing service quality : MSQ ; an international journal"
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Search: subject_exact:"Consumer complaints"
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Relationship marketing
Beschwerdemanagement
47
Complaint management
47
Dienstleistungsqualität
37
Service quality
37
Customer satisfaction
28
Kundenzufriedenheit
28
Consumer behaviour
27
Konsumentenverhalten
27
Beziehungsmarketing
21
Customer service
13
Kundenservice
13
Service recovery
11
Emotion
8
Gastgewerbe
6
Gastronomie
6
Hospitality industry
6
Restaurant industry
6
Viral marketing
6
Virales Marketing
6
Hotel industry
5
Hotellerie
5
Mobile communications
5
Mobilkommunikation
5
Service failure
5
China
4
Online retailing
4
Online-Handel
4
Tourism industry
4
Tourismuswirtschaft
4
service recovery
4
Dienstleistungsmanagement
3
Internet marketing
3
Online-Marketing
3
Selbstbedienung
3
Self-service
3
Service failures
3
Service management
3
Social Web
3
Social web
3
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21
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21
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21
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English
21
Author
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Huang, Zhuowei
2
Larivière, Bart
2
Miao, Li
2
Van Vaerenbergh, Yves
2
Abu Farha, Allam K.
1
Aguilar-Rojas, Oscar
1
Al Khateeb, Amr
1
Albus, Heidi
1
Alnawas, Ibrahim
1
Au, Norman
1
Baker, Melissa A.
1
Berry, Riley
1
Bradley, Graham L.
1
Cai, Ruiying
1
Cheng, Yu-chi
1
Chi, Christina Geng-Qing
1
Chi, Christina Geng-qing
1
Chih, Wen-hai
1
Cobanoglu, Cihan
1
De Keyser, Arne
1
Ekiz, Erdogan H.
1
Fandos-Herrera, Carmina
1
Flavián Blanco, Carlos
1
Fu, Xiaoxiao
1
Green, Alison
1
Gruber, Thorsten
1
Hanks, Lydia
1
Hsu, Li-chun
1
Huang, Yinghua
1
Høgevold, Nils
1
Kim, Kawon Kathy
1
Kim, Taegoo
1
Lee, Gyehee
1
Liu, Qing
1
Ma, Shihan
1
Montgomery, Rhonda
1
Ndubisi, Nelson Oly
1
Omran, Behzad Abound
1
Otero-Neira, Carmen
1
Padin, Carmen
1
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Published in...
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International journal of contemporary hospitality management
Journal of hospitality & tourism research : JHTR ; the professional journal of the Council on Hotel, Restaurant, and Institutional Education
Managing service quality : MSQ ; an international journal
Journal of business research : JBR
38
Journal of retailing and consumer services
26
International journal of hospitality management
25
The journal of services marketing
19
The service industries journal
14
Journal of hospitality marketing & management
13
Journal of service research : JSR
11
Service business
10
Services marketing quarterly
9
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
Business horizons
6
International journal of production economics
6
Journal of retailing
6
Psychology & marketing
6
SpringerLink / Bücher
6
Tourism management : research, policies, practice
6
Journal of consumer marketing
5
Journal of marketing management : MM
5
Journal of travel and tourism marketing
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 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
Working papers / Institut für Wirtschaftsinformatik der Universität Bern
4
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ECONIS (ZBW)
21
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1
Platform-centric vs. multi-party service failure : an examination of consumers' negative word of mouth about sharing economy platforms
Wu, Luorong
;
Liu, Qing
;
Ma, Shihan
;
Hanks, Lydia
- In:
International journal of contemporary hospitality management
35
(
2023
)
4
,
pp. 1332-1375
Persistent link: https://www.econbiz.de/10014280782
Saved in:
2
The effect of service failure severity on brand forgiveness : the moderating role of interpersonal attachment styles and thinking styles
Alnawas, Ibrahim
;
Al Khateeb, Amr
;
Abu Farha, Allam K.
; …
- In:
International journal of contemporary hospitality management
35
(
2023
)
5
,
pp. 1691-1712
Persistent link: https://www.econbiz.de/10014280877
Saved in:
3
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:
4
How we complain : the effect of personality on consumer complaint channels
Berry, Riley
;
Tanford, Sarah
;
Montgomery, Rhonda
; …
- In:
Journal of hospitality & tourism research : JHTR ; the …
42
(
2018
)
1
,
pp. 74-101
Persistent link: https://www.econbiz.de/10011912154
Saved in:
5
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:
6
Generation Y's positive and negative eWOM : use of social media and mobile technology
Zhang, Tingting
;
Omran, Behzad Abound
;
Cobanoglu, Cihan
- In:
International journal of contemporary hospitality management
29
(
2017
)
2
,
pp. 732-761
Persistent link: https://www.econbiz.de/10011687713
Saved in:
7
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:
8
Illegitimate customer complaining behavior in hospitality service encouters : a frontline employee perspecitve
Huang, Zhuowei
;
Miao, Li
- In:
Journal of hospitality & tourism research : JHTR ; the …
40
(
2016
)
6
,
pp. 655-684
Persistent link: https://www.econbiz.de/10011559797
Saved in:
9
New aspects of research to assess and manage critical incidents in service encounters : teleological actions, interactive interface and perceptual gaps
Padin, Carmen
;
Svensson, Göran
;
Otero-Neira, Carmen
; …
- In:
International journal of contemporary hospitality management
27
(
2015
)
1
,
pp. 27-51
Persistent link: https://www.econbiz.de/10010516547
Saved in:
10
What may lead you to recommend and revisit a hotel after a service failure instead of complaining?
Aguilar-Rojas, Oscar
;
Fandos-Herrera, Carmina
;
Flavián …
- In:
International journal of contemporary hospitality management
27
(
2015
)
2
,
pp. 214-235
Persistent link: https://www.econbiz.de/10011300096
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