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~isPartOf:"Erfolgreiches Beschwerdemanagement : Wege zu Prozessverbesserungen und Kundenzufriedenheit"
~isPartOf:"International journal of hospitality management"
~isPartOf:"Journal of retailing and consumer services"
~isPartOf:"Journal of the Academy of Marketing Science"
~subject:"Consumer behaviour"
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Consumer behaviour
Beschwerdemanagement
126
Complaint management
126
Dienstleistungsqualität
96
Service quality
96
Customer satisfaction
77
Kundenzufriedenheit
77
Beziehungsmarketing
62
Relationship marketing
62
Konsumentenverhalten
50
Service failure
37
Service recovery
33
Customer service
29
Kundenservice
29
Emotion
15
Justice
14
Dienstleistungssektor
13
Gerechtigkeit
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Service industry
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USA
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United States
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Viral marketing
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Virales Marketing
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Gastronomie
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Mobile communications
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Mobilkommunikation
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Gastgewerbe
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Hospitality industry
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Hotel industry
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Hotellerie
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Brand image
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Brand management
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Customer integration
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Kundenintegration
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Markenführung
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Markenimage
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Satisfaction
7
China
6
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Jang, Soocheong
3
Mattila, Anna S.
3
Gohary, Ali
2
Hamzelu, Bahman
2
Harun, Ahasan
2
Huey Chern Boo
2
Miao, Li
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Pacheco, Natália Araújo
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Rokonuzzaman, Md
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Wei, Wei
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Alizadeh, Hamid
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Bataoui, Soffien
1
Bicho, Marta
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Bilstein, Nicola
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Boch, Emmanuelle
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Cai, Liping A.
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Erfolgreiches Beschwerdemanagement : Wege zu Prozessverbesserungen und Kundenzufriedenheit
International journal of hospitality management
Journal of retailing and consumer services
Journal of the Academy of Marketing Science
Journal of business research : JBR
38
Journal of hospitality marketing & management
26
The journal of services marketing
20
Journal of service research : JSR
14
European journal of marketing : EJM
13
Psychology & marketing
12
International journal of contemporary hospitality management
11
International journal of consumer studies
9
Service business
9
Journal of hospitality & tourism research : JHTR ; the professional journal of the Council on Hotel, Restaurant, and Institutional Education
8
Journal of retailing
8
Journal of service management
8
Managing service quality : MSQ ; an international journal
8
Ilmenauer Schriften zur Betriebswirtschaftslehre
7
Journal of marketing
7
Services marketing quarterly
7
Journal of service research
6
Business horizons
5
Marketing letters : a journal of research in marketing
5
Marketing science : the marketing journal of the Institute for Operations Research and the Management Sciences
5
The service industries journal
5
Cogent business & management
4
International journal of quality and service sciences
4
International journal of services and operations management
4
Journal of consumer behaviour : an international research review
4
Journal of consumer marketing
4
Journal of marketing management : MM
4
Journal of service theory and practice
4
Journal of service theory and practice : JSTP
4
Journal of strategic marketing
4
Journal of travel and tourism marketing
4
Marketing intelligence & planning
4
Asia-Pacific journal of business administration
3
Gabler Edition Wissenschaft
3
International journal of electronic commerce : IJEC
3
International journal of production economics
3
Journal of air transport management
3
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ECONIS (ZBW)
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1
Emotion and trust in virtual service assistant design for effective service recovery
Le, Hoang T. P. M.
;
Park, Jungkun
;
Lee, Sangwoo
- In:
Journal of retailing and consumer services
74
(
2023
),
pp. 1-11
Persistent link: https://www.econbiz.de/10014364045
Saved in:
2
Would you try it again? : dual effects of customer mindfulness on service recovery
Martinez, Luisa M.
;
Pacheco, Natália Araújo
;
Ramos, …
- In:
Journal of retailing and consumer services
74
(
2023
),
pp. 1-13
Persistent link: https://www.econbiz.de/10014364668
Saved in:
3
The role of socially rich photos in generating favorable donation behavior on charity websites
Bataoui, Soffien
;
Boch, Emmanuelle
- In:
Journal of retailing and consumer services
74
(
2023
),
pp. 1-16
Persistent link: https://www.econbiz.de/10014364672
Saved in:
4
Chatbots and service failure : when does it lead to customer aggression
Huang, Yu-Shan
;
Dootson, Paula
- In:
Journal of retailing and consumer services
68
(
2022
),
pp. 1-11
Persistent link: https://www.econbiz.de/10013366333
Saved in:
5
Is there any value in the online reviews of remedial satisfied customers? : an empirical study in the hospitality industry
Bai, Yanzhuang
;
Li, Tingwu
;
Zheng, Chundong
- In:
Journal of retailing and consumer services
64
(
2022
),
pp. 1-12
Persistent link: https://www.econbiz.de/10013209529
Saved in:
6
Managing service recovery experience : effects of the forgiveness for older consumers
Babin, Barry J.
;
Zhuang, Weiling
;
Borges, Adilson
- In:
Journal of retailing and consumer services
58
(
2021
),
pp. 1-10
Persistent link: https://www.econbiz.de/10012430649
Saved in:
7
Self-diminishing effects of awe on consumer forgiveness in service encounters
Yang, Yan
;
Hu, Jing
- In:
Journal of retailing and consumer services
60
(
2021
),
pp. 1-10
Persistent link: https://www.econbiz.de/10012502710
Saved in:
8
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:
9
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:
10
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
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