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~isPartOf:"Erfolgreiches Beschwerdemanagement : Wege zu Prozessverbesserungen und Kundenzufriedenheit"
~isPartOf:"International journal of hospitality management"
~isPartOf:"Journal of the Academy of Marketing Science"
~isPartOf:"Marketing intelligence & planning"
~subject:"Consumer behaviour"
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Consumer behaviour
Beschwerdemanagement
92
Complaint management
92
Dienstleistungsqualität
65
Service quality
65
Customer satisfaction
48
Kundenzufriedenheit
48
Beziehungsmarketing
42
Relationship marketing
42
Konsumentenverhalten
34
Service failure
23
Customer service
20
Kundenservice
20
Service recovery
20
Dienstleistungssektor
11
Emotion
11
Service industry
11
Gastronomie
10
Restaurant industry
10
USA
9
United States
9
Gastgewerbe
7
Hospitality industry
7
Hotel industry
7
Hotellerie
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Brand image
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Brand management
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China
5
Markenführung
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Markenimage
5
Mobile communications
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Mobilkommunikation
5
Service recovery performance
5
Viral marketing
5
Virales Marketing
5
Customer integration
4
Gerechtigkeit
4
Justice
4
Kundenintegration
4
Social Web
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34
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Jang, Soocheong
3
Mattila, Anna S.
3
Huey Chern Boo
2
Miao, Li
2
Wei, Wei
2
Adler, Howard
1
Ali, Faizan
1
Andajigarmaroudi, Saeed
1
Assaf, A. Georges
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Erfolgreiches Beschwerdemanagement : Wege zu Prozessverbesserungen und Kundenzufriedenheit
International journal of hospitality management
Journal of the Academy of Marketing Science
Marketing intelligence & planning
Journal of business research : JBR
39
Journal of hospitality marketing & management
26
Journal of retailing and consumer services
21
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
Journal of service research
7
Services marketing quarterly
7
Business horizons
5
Cogent business & management
5
Journal of service theory and practice
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
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 : JSTP
4
Journal of strategic marketing
4
Journal of travel and tourism marketing
4
Tourism management : research, policies, practice
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
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ECONIS (ZBW)
34
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1
Brand warmth elicits feedback, not complaints
Astvansh, Vivek
;
Suri, Anshu
;
Damavandi, Hoorsana
- In:
Journal of the Academy of Marketing Science
52
(
2024
)
4
,
pp. 1107-1129
Persistent link: https://www.econbiz.de/10015048132
Saved in:
2
Decoding consumers' CSR scepticism : service recovery experience perspective
Kushwah, Mihir Kumar
;
Srivastava, Himanshu Shekhar
- In:
Marketing intelligence & planning
41
(
2023
)
3
,
pp. 265-278
Persistent link: https://www.econbiz.de/10014312974
Saved in:
3
Consumer discrimination in service recovery situations
Rohden, Simoni F.
;
Santos, Cristiane Pizzutti dos
- In:
Marketing intelligence & planning
41
(
2023
)
3
,
pp. 293-309
Persistent link: https://www.econbiz.de/10014312978
Saved in:
4
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:
5
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:
6
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:
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
Voicing out or switching away? : a psychological climate perspective on customers’ intentional responses to service failure
Li, Chang-Jun
;
Li, Fuli
;
Fan, Pan
;
Chen, Kai
- In:
International journal of hospitality management
85
(
2020
),
pp. 1-13
Persistent link: https://www.econbiz.de/10012241438
Saved in:
9
Human staff vs. service robot vs. fellow customer : does it matter who helps your customer following a service failure incident?
Ho, Ting Hin
;
Tojib, Dewi
;
Tsarenko, Yelena
- In:
International journal of hospitality management
87
(
2020
),
pp. 1-10
Persistent link: https://www.econbiz.de/10012241791
Saved in:
10
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
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