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subject:"Relationship marketing"
~isPartOf:"International journal of contemporary hospitality management"
~isPartOf:"Managing service quality : MSQ ; an international journal"
~isPartOf:"Service business"
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Relationship marketing
Beschwerdemanagement
54
Complaint management
54
Dienstleistungsqualität
45
Service quality
45
Customer satisfaction
39
Kundenzufriedenheit
39
Consumer behaviour
28
Konsumentenverhalten
28
Beziehungsmarketing
26
Service recovery
17
Customer service
13
Kundenservice
13
Emotion
9
Service failure
8
Justice
7
Viral marketing
7
Virales Marketing
7
Gerechtigkeit
6
Mobile communications
6
Mobilkommunikation
6
Selbstbedienung
5
Self-service
5
China
4
Gastgewerbe
4
Gastronomie
4
Hospitality industry
4
Restaurant industry
4
South Korea
4
Südkorea
4
Tourism industry
4
Tourismuswirtschaft
4
Airline
3
Arbeitszufriedenheit
3
Comparison
3
Dienstleistungsmanagement
3
Dienstleistungssektor
3
Ethiopia
3
Fluggesellschaft
3
Hotel industry
3
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English
26
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Van Vaerenbergh, Yves
3
Kim, Taegoo
2
Larivière, Bart
2
Lee, Gyehee
2
Melero-Polo, Iguácel
2
Abu Farha, Allam K.
1
Aguilar-Rojas, Oscar
1
Al Khateeb, Amr
1
Alnawas, Ibrahim
1
Au, Norman
1
Bali, Zsofia
1
Bradley, Graham L.
1
Cambra-Fierro, Jesus
1
Cambra-Fierro, Jesús
1
Chen, WeiWei
1
Cheng, Yu-chi
1
Chi, Christina Geng-qing
1
Chih, Wen-hai
1
Choi, Chang Hwan
1
Cobanoglu, Cihan
1
Costers, Annelies
1
Davoud Nikbin
1
De Keyser, Arne
1
Ekiz, Erdogan H.
1
Fandos-Herrera, Carmina
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
Ishak Ismail
1
Jeon, Aeeun
1
Kenesei, Zsófia
1
Kim, Min-su
1
Lee, Hsiao-Ching
1
Lee, Hyun-Woo
1
Lee, Jung-hyun
1
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Published in...
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International journal of contemporary hospitality management
Managing service quality : MSQ ; an international journal
Service business
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
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 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)
26
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1
Underscoring trainer's lack of effort or talent in service failure of personal fitness training : customers' negative word-of-mouth response
Park, Sangchul
;
Lee, Hyun-Woo
;
Nite, Calvin
- In:
Service business
17
(
2023
)
4
,
pp. 1025-1050
Persistent link: https://www.econbiz.de/10014504697
Saved in:
2
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:
3
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:
4
Do customers exhibit gratitude after service recovery? : understanding the moderating role of relationship type
Salagrama, Ramakrishna
;
Prashar, Sanjeev
;
Tata, Sai Vijay
- In:
Service business
15
(
2021
)
4
,
pp. 757-779
Persistent link: https://www.econbiz.de/10012794134
Saved in:
5
Overcompensation as a service recovery strategy : the financial aspect of customers' extra effort
Kenesei, Zsófia
;
Bali, Zsofia
- In:
Service business
14
(
2020
)
2
,
pp. 187-216
Persistent link: https://www.econbiz.de/10012304224
Saved in:
6
How to boost frontline employee service recovery performance : the role of cultural intelligence
Costers, Annelies
;
Van Vaerenbergh, Yves
;
Van den …
- In:
Service business
13
(
2019
)
3
,
pp. 581-602
Persistent link: https://www.econbiz.de/10012124374
Saved in:
7
How to explain service failure? : impacts of justifications
Chen, WeiWei
;
Lee, Hsiao-Ching
- In:
Service business
12
(
2018
)
2
,
pp. 331-356
Persistent link: https://www.econbiz.de/10011915060
Saved in:
8
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:
9
Can complaint-handling efforts promote customer engagement?
Cambra-Fierro, Jesús
;
Melero-Polo, Iguácel
;
Sesé, F. …
- In:
Service business
10
(
2016
)
4
,
pp. 847-866
Persistent link: https://www.econbiz.de/10011722441
Saved in:
10
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
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