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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:"Viral marketing"
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Consumer behaviour
Viral marketing
Beschwerdemanagement
83
Complaint management
83
Dienstleistungsqualität
59
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
10
Restaurant industry
10
USA
9
United States
9
Gastgewerbe
7
Hospitality industry
7
Hotel industry
7
Hotellerie
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China
5
Service recovery performance
5
Brand image
4
Brand management
4
Customer integration
4
Gerechtigkeit
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Justice
4
Kundenintegration
4
Markenführung
4
Markenimage
4
Virales Marketing
4
Airbnb
3
Hospital
3
Krankenhaus
3
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32
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English
32
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Mattila, Anna S.
4
Jang, Soocheong
3
Huey Chern Boo
2
Miao, Li
2
Wei, Wei
2
Adler, Howard
1
Ali, Faizan
1
Andajigarmaroudi, Saeed
1
Assaf, A. Georges
1
Baker, Melissa A.
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Bilstein, Nicola
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Bonifield, Carolyn
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Cai, Liping A.
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Chen, Kai
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1
Choi, Soo Keun
1
Chuang, Shih-chieh
1
Cole, Catherine A.
1
Cvelbar, Ljubica Knežević
1
Dyussembayeva, Shynar
1
El-Manstrly, Dahlia
1
Fan, Alei
1
Fan, Pan
1
Ghadami, Fateme
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Golmohammadi, Alireza
1
Grégoire, Yany
1
Guchait, Priyanko
1
Guo, Xiaoshu
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Ho, Ting Hin
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Hogreve, Jens
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Josiassen, Alexander
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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
42
Journal of hospitality marketing & management
27
Journal of retailing and consumer services
25
The journal of services marketing
22
Journal of service research : JSR
15
European journal of marketing : EJM
13
International journal of contemporary hospitality management
13
Psychology & marketing
12
Service business
10
International journal of consumer studies
9
Journal of hospitality & tourism research : JHTR ; the professional journal of the Council on Hotel, Restaurant, and Institutional Education
9
Journal of retailing
8
Journal of service management
8
Managing service quality : MSQ ; an international journal
8
Services marketing quarterly
8
Ilmenauer Schriften zur Betriebswirtschaftslehre
7
Journal of marketing
7
Journal of service research
6
The service industries journal
6
Business horizons
5
International journal of quality and service sciences
5
Journal of marketing management : MM
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
Cogent business & management
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 consumer research : JCR ; an interdisciplinary bimonthly
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
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ECONIS (ZBW)
32
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1
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:
2
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:
3
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:
4
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:
5
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:
6
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:
7
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:
8
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:
9
Discrete emotional responses and face-to-face complaining : the joint effect of service failure type and culture
Luo, Anqi
;
Mattila, Anna S.
- In:
International journal of hospitality management
90
(
2020
),
pp. 1-11
Persistent link: https://www.econbiz.de/10012300168
Saved in:
10
Negative affect, deep acting, and customer compensation as responses to customer mistreatment : the effect of customer-based perspective-taking
Lee, Lindsey
;
Guchait, Priyanko
;
Madera, Juan M.
- In:
International journal of hospitality management
89
(
2020
),
pp. 1-10
Persistent link: https://www.econbiz.de/10012293722
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