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subject:"Relationship marketing"
~isPartOf:"International journal of hospitality management"
~isPartOf:"Journal of service research"
~isPartOf:"Service business"
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Search: subject_exact:"Consumer complaints"
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Relationship marketing
Beschwerdemanagement
86
Complaint management
86
Dienstleistungsqualität
72
Service quality
72
Customer satisfaction
56
Kundenzufriedenheit
56
Beziehungsmarketing
43
Consumer behaviour
39
Konsumentenverhalten
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Customer service
22
Kundenservice
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Service failure
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Service recovery
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Emotion
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Gastronomie
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Restaurant industry
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Justice
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Gerechtigkeit
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Hospitality industry
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Hotel industry
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Hotellerie
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China
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Mobile communications
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Mobilkommunikation
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Service recovery performance
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Viral marketing
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Virales Marketing
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service recovery
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Satisfaction
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Brand image
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Cognition
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Customer integration
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Hospital
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Kognition
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Mattila, Anna S.
5
Jang, Soocheong
3
Choi, Chang Hwan
2
Grégoire, Yany
2
Huey Chern Boo
2
Kim, Taegoo
2
Lee, Gyehee
2
Melero-Polo, Iguácel
2
Sreejesh, S.
2
Tsarenko, Yelena
2
Albrecht, Arne Keno
1
Assaf, A. Georges
1
Bali, Zsofia
1
Beatty, Sharon E.
1
Bilstein, Nicola
1
Bolton, Lisa E.
1
Béal, Mathieu
1
Cai, Ruiying
1
Cambra-Fierro, Jesus
1
Cambra-Fierro, Jesús
1
Chen, Kai
1
Chen, WeiWei
1
Cheng, Simone
1
Choi, Sungwoo
1
Chuang, Shih-chieh
1
Costers, Annelies
1
Cvelbar, Ljubica Knežević
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Davoud Nikbin
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DiPietro, Robin B.
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Dyussembayeva, Shynar
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Fan, Alei
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Fan, Pan
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Gao, Yixing
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Glikson, Ella
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1
Ha, Jooyeon
1
Ho, Ting Hin
1
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1
Hong, Zhisheng
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International journal of hospitality management
Journal of service research
Service business
Journal of business research : JBR
38
Journal of retailing and consumer services
26
The journal of services marketing
19
The service industries journal
14
Journal of hospitality marketing & management
13
International journal of contemporary hospitality management
11
Journal of service research : JSR
11
Services marketing quarterly
9
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
Managing service quality : MSQ ; an international journal
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)
43
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1
Customers' intention to compliment and complain via AI-enabled platforms : a self-disclosure perspective
Cai, Ruiying
;
Wang, Yao-Chin
;
Sun, Jie
- In:
International journal of hospitality management
116
(
2024
),
pp. 1-12
Persistent link: https://www.econbiz.de/10014457799
Saved in:
2
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:
3
An interactive service recovery framework combining demand and supply approaches
Jin, Dan
;
DiPietro, Robin B.
;
Kim, Kawon Kathy
;
Meng, Fang
- In:
International journal of hospitality management
109
(
2023
),
pp. 1-17
Persistent link: https://www.econbiz.de/10014282502
Saved in:
4
Disentangling the dynamics of service failure and service recovery in peer-to-peer accommodations : a triadic perspective
Kim, Hyunsu
;
So, Kevin Kam Fung
;
Mihalik, Brian J.
- In:
International journal of hospitality management
100
(
2022
),
pp. 1-12
Persistent link: https://www.econbiz.de/10013266162
Saved in:
5
How do observers react to companies' humorous responses to online public complaints?
Béal, Mathieu
;
Grégoire, Yany
- In:
Journal of service research
25
(
2022
)
2
,
pp. 242-259
Persistent link: https://www.econbiz.de/10013268018
Saved in:
6
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:
7
Managing customers' undesirable responses towards hospitality service brands during service failure : the moderating role of other customer perception
Sarkar, Abhigyan
;
Sarkar, Juhi Gahlot
;
Sreejesh, S.
- In:
International journal of hospitality management
94
(
2021
),
pp. 1-14
Persistent link: https://www.econbiz.de/10012495095
Saved in:
8
How should I respond to a complaining customer? : a model of Cognitive-Emotive-Behavioral from the perspective of restaurant service employees
Poh Theng Loo
;
Khoo-Lattimore, Catheryn
;
Huey Chern Boo
- In:
International journal of hospitality management
95
(
2021
),
pp. 1-10
Persistent link: https://www.econbiz.de/10012547701
Saved in:
9
Is differential treatment in response to service failures effective? : the roles of comparison, loyalty, and scarcity messages
Kim, Heewon
;
Jang, Soocheong
- In:
International journal of hospitality management
95
(
2021
),
pp. 1-12
Persistent link: https://www.econbiz.de/10012547932
Saved in:
10
Listen to their heart : why does active listening enhance customer satisfaction after a service failure?
Min, Kyeong Sam
;
Jung, Jae Min
;
Ryu, Kisang
- In:
International journal of hospitality management
96
(
2021
),
pp. 1-10
Persistent link: https://www.econbiz.de/10012585697
Saved in:
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