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subject:"Relationship marketing"
~isPartOf:"International journal of contemporary hospitality management"
~isPartOf:"Journal of marketing management : MM"
~isPartOf:"Managing service quality : MSQ ; an international journal"
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Search: subject_exact:"Consumer complaints"
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Relationship marketing
Beschwerdemanagement
44
Complaint management
44
Dienstleistungsqualität
31
Service quality
31
Customer satisfaction
24
Kundenzufriedenheit
24
Consumer behaviour
23
Konsumentenverhalten
23
Beziehungsmarketing
21
Customer service
11
Kundenservice
11
Service recovery
11
Emotion
5
Service failure
5
Viral marketing
5
Virales Marketing
5
Gastgewerbe
4
Gastronomie
4
Hospitality industry
4
Mobile communications
4
Mobilkommunikation
4
Restaurant industry
4
Tourism industry
4
Tourismuswirtschaft
4
Australia
3
Australien
3
China
3
Dienstleistungsmanagement
3
Großbritannien
3
Hotel industry
3
Hotellerie
3
Online retailing
3
Online-Handel
3
Selbstbedienung
3
Self-service
3
Service failures
3
Service management
3
USA
3
United Kingdom
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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Buttle, Francis A.
2
Larivière, Bart
2
Van Vaerenbergh, Yves
2
Abu Farha, Allam K.
1
Aguilar-Rojas, Oscar
1
Al Khateeb, Amr
1
Alnawas, Ibrahim
1
Ang, Lawrence
1
Au, Norman
1
Bradley, Graham L.
1
Braun, Jakob
1
Cheng, Yu-chi
1
Chi, Christina Geng-qing
1
Chih, Wen-hai
1
Cobanoglu, Cihan
1
De Keyser, Arne
1
Díaz Martín, Ana María
1
Ekiz, Erdogan H.
1
Evanschitzky, Heiner
1
Fandos-Herrera, Carmina
1
Felix, Reto
1
Flavián Blanco, Carlos
1
Fu, Xiaoxiao
1
Gruber, Thorsten
1
Hanks, Lydia
1
Hsu, Li-chun
1
Huang, Yinghua
1
Huang, Zhuowei
1
Høgevold, Nils
1
Khanyapuss Punjaisri
1
Kim, Taegoo
1
Lee, Gyehee
1
Liu, Qing
1
Ma, Shihan
1
Miao, Li
1
Ndubisi, Nelson Oly
1
Omran, Behzad Abound
1
Otero-Neira, Carmen
1
Padin, Carmen
1
Rudd, John
1
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Published in...
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International journal of contemporary hospitality management
Journal of marketing management : MM
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 hospitality & tourism research : JHTR ; the professional journal of the Council on Hotel, Restaurant, and Institutional Education
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
Boundary conditions of the effect of customer coproduction : the case of service failure
Zolfagharian, Mohammadali
;
Felix, Reto
;
Braun, Jakob
- In:
Journal of marketing management : MM
34
(
2018
)
9/10
,
pp. 705-731
Persistent link: https://www.econbiz.de/10011935068
Saved in:
4
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:
5
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:
6
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
Saved in:
7
The stress of anonymous online reviews: a conceptual model and research agenda
Bradley, Graham L.
;
Weber, Karin
- In:
International journal of contemporary hospitality management
27
(
2015
)
5
,
pp. 739-755
Persistent link: https://www.econbiz.de/10011405107
Saved in:
8
Retaining customers after service failure recoveries : a contingency model
Wang, Kai-yu
;
Hsu, Li-chun
;
Chih, Wen-hai
- In:
Managing service quality : MSQ ; an international journal
24
(
2014
)
4
,
pp. 318-338
Persistent link: https://www.econbiz.de/10010389695
Saved in:
9
Managing negative word-of-mouth : an exploratory study
Williams, Martin
;
Buttle, Francis A.
- In:
Journal of marketing management : MM
30
(
2014
)
13/14
,
pp. 1423-1447
Persistent link: https://www.econbiz.de/10010433914
Saved in:
10
Hospitality-based critical incidents : a cross-cultural comparison
Swanson, Scott R.
;
Huang, Yinghua
;
Wang, Baoheng
- In:
International journal of contemporary hospitality management
26
(
2014
)
1
,
pp. 50-68
Persistent link: https://www.econbiz.de/10010249721
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