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~accessRights:"restricted"
~isPartOf:"International journal of hospitality management"
~isPartOf:"Journal of service research : JSR"
~subject:"Beschwerdemanagement"
~subject:"Service failure"
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Beschwerdemanagement
Service failure
Complaint management
42
Dienstleistungsqualität
38
Service quality
38
Customer satisfaction
31
Kundenzufriedenheit
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Beziehungsmarketing
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Guchait, Priyanko
4
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International journal of hospitality management
Journal of service research : JSR
Journal of business research : JBR
50
Journal of retailing and consumer services
34
Journal of hospitality marketing & management
22
Service business
19
The journal of services marketing
14
SpringerLink / Bücher
12
Journal of service research
11
Journal of hospitality & tourism research : JHTR ; the professional journal of the Council on Hotel, Restaurant, and Institutional Education
9
The service industries journal
9
Tourism management : research, policies, practice
9
International journal of contemporary hospitality management
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Journal of service theory and practice
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Asia Pacific journal of marketing and logistics
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Journal of service management
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Journal of strategic marketing
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Journal of the Academy of Marketing Science
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Marketing intelligence & planning
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International journal of production economics
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Marketing letters : a journal of research in marketing
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Journal of service theory and practice : JSTP
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Total quality management & business excellence
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Business horizons
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International journal of quality and service sciences
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International journal of services, economics and management
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Journal of air transport management
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Journal of hospitality and tourism insights
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Journal of interactive marketing : a quarterly publication from the Direct Marketing Educational Foundation
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Journal of travel and tourism marketing
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Springer eBook Collection / Business and Economics
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The Cornell hospitality quarterly
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European journal of marketing
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European journal of marketing : EJM
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ECONIS (ZBW)
42
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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
The evolution of service failure and recovery research in hospitality and tourism : an integrative review and future research directions
Kim, Hyunsu
;
So, Kevin Kam Fung
- In:
International journal of hospitality management
111
(
2023
),
pp. 1-13
Persistent link: https://www.econbiz.de/10014310875
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
Power of apologetic responses in online travel community
Guo, Xiaoshu
;
Ye, Qiang
;
Law, Chun Hung Roberts
;
Liang, Sai
- In:
International journal of hospitality management
103
(
2022
),
pp. 1-13
Persistent link: https://www.econbiz.de/10013209274
Saved in:
5
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:
6
Investigating the effects of service recovery strategies on consumer forgiveness and post-trust in the food delivery sector
Gannon, Martin
;
Taheri, Babak
;
Rahimi, Roya
;
Okumus, …
- In:
International journal of hospitality management
107
(
2022
),
pp. 1-12
Persistent link: https://www.econbiz.de/10014227663
Saved in:
7
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:
8
Severe service failures and online vindictive word of mouth : the effect of coping strategies
El-Manstrly, Dahlia
;
Ali, Faizan
;
Line, Nathaniel D.
- In:
International journal of hospitality management
95
(
2021
),
pp. 1-8
Persistent link: https://www.econbiz.de/10012547720
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
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