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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"
~subject:"Consumer behaviour"
~subject:"Dienstleistungsqualität"
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Consumer behaviour
Dienstleistungsqualität
Beschwerdemanagement
83
Complaint management
83
Service quality
59
Customer satisfaction
44
Kundenzufriedenheit
44
Beziehungsmarketing
36
Relationship marketing
36
Konsumentenverhalten
29
Service failure
22
Customer service
18
Kundenservice
18
Service recovery
17
Dienstleistungssektor
11
Emotion
11
Service industry
11
Gastronomie
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Restaurant industry
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USA
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United States
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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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China
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Service recovery performance
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Brand image
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Brand management
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Customer integration
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Gerechtigkeit
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Justice
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Kundenintegration
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Markenführung
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Markenimage
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Viral marketing
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Virales Marketing
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Airbnb
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Guchait, Priyanko
6
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5
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2
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Erfolgreiches Beschwerdemanagement : Wege zu Prozessverbesserungen und Kundenzufriedenheit
International journal of hospitality management
Journal of the Academy of Marketing Science
Journal of business research : JBR
59
Journal of retailing and consumer services
38
The journal of services marketing
35
Journal of hospitality marketing & management
29
Journal of service research : JSR
24
International journal of contemporary hospitality management
18
Service business
18
The service industries journal
17
Psychology & marketing
16
European journal of marketing : EJM
14
Managing service quality : MSQ ; an international journal
13
Services marketing quarterly
12
Journal of hospitality & tourism research : JHTR ; the professional journal of the Council on Hotel, Restaurant, and Institutional Education
11
Journal of service management
11
Marketing letters : a journal of research in marketing
11
International journal of consumer studies
10
Journal of service research
10
Journal of air transport management
9
Journal of retailing
9
Journal of service theory and practice
9
International journal of quality and service sciences
8
Journal of marketing
8
Journal of service theory and practice : JSTP
8
Asia Pacific journal of marketing and logistics
7
Ilmenauer Schriften zur Betriebswirtschaftslehre
7
Journal of strategic marketing
7
Journal of travel and tourism marketing
7
Business horizons
6
Journal of consumer behaviour : an international research review
6
Journal of marketing management : MM
6
Marketing intelligence & planning
6
Marketing science : the marketing journal of the Institute for Operations Research and the Management Sciences
6
Cogent business & management
5
International journal of business and economics
5
International journal of production economics
5
International journal of services and operations management
5
Journal of consumer marketing
5
Journal of international consumer marketing
5
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ECONIS (ZBW)
67
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1
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:
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
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:
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
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:
6
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:
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
Saved in:
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