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~accessRights:"restricted"
~isPartOf:"International journal of hospitality management"
~subject:"Hospital"
~subject:"Hotellerie"
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Hospital
Hotellerie
Beschwerdemanagement
31
Complaint management
31
Dienstleistungsqualität
28
Service quality
28
Customer satisfaction
23
Kundenzufriedenheit
23
Beziehungsmarketing
16
Relationship marketing
16
Consumer behaviour
13
Konsumentenverhalten
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Service failure
11
Customer service
10
Kundenservice
10
Service recovery
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Emotion
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Dienstleistungssektor
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Gastgewerbe
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Hospitality industry
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Service industry
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Airbnb
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Hotel industry
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Krankenhaus
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Mobile communications
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Service recovery performance
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Brand image
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Brand management
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China
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Complaints
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Coping strategy
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Culture
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Emotional labor
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Hospitality
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Andajigarmaroudi, Saeed
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Jung, Jae Min
1
Kim, Hyunsu
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Lai, Pei-Chun
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Li, Mimi
1
Liu, Zhaoping
1
Lu, Lu
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Manu C
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Mihalik, Brian J.
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Min, Kyeong Sam
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Mody, Makarand Amrish
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Paul, Justin
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Qiu, Shangzhi
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Ryu, Kisang
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International journal of hospitality management
Journal of hospitality marketing & management
4
Tourism management : research, policies, practice
2
Australasian marketing journal : AMJ ; official journal of the Australia-New Zealand Marketing Academy (ANZMAC)
1
Health care management review : HCM review
1
International journal of services, economics and management
1
Journal of global marketing
1
Journal of hospitality & tourism research : JHTR ; the professional journal of the Council on Hotel, Restaurant, and Institutional Education
1
Journal of retailing and consumer services
1
Journal of travel and tourism marketing
1
Journal of vacation marketing : an international journal
1
Service business
1
Services marketing cases in emerging markets : an asian perspective
1
Total quality management & business excellence : an official journal of the European Society for Organisational Excellence
1
Tourism analysis : an interdisciplinary tourism & hospitality journal
1
Tourism management perspectives : TMP
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ECONIS (ZBW)
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1
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:
2
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:
3
Tell us your concern, and we shall together address! : role of service booking channels and brand equity on post-failure outcomes
Manu C
;
Sreejesh, S.
;
Paul, Justin
- In:
International journal of hospitality management
96
(
2021
),
pp. 1-13
Persistent link: https://www.econbiz.de/10012585701
Saved in:
4
Exploring guest response towards service failure in home-sharing : service presence and consumption motivation
Lu, Lu
;
Mody, Makarand Amrish
;
Andajigarmaroudi, Saeed
- In:
International journal of hospitality management
87
(
2020
),
pp. 1-11
Persistent link: https://www.econbiz.de/10012241810
Saved in:
5
Understanding homophily of service failure within the hotel guest cycle : applying NLP-aspect-based sentiment analysis to the hospitality industry
Sann, Raksmey
;
Lai, Pei-Chun
- In:
International journal of hospitality management
91
(
2020
),
pp. 1-13
Persistent link: https://www.econbiz.de/10012389792
Saved in:
6
The Chinese way of response to hospitality service failure : the effects of face and guanxi
Li, Mimi
;
Qiu, Shangzhi
;
Liu, Zhaoping
- In:
International journal of hospitality management
57
(
2016
),
pp. 18-29
Persistent link: https://www.econbiz.de/10011581201
Saved in:
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