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~isPartOf:"European journal of marketing : EJM"
~isPartOf:"International journal of hospitality management"
~isPartOf:"Journal of service research : JSR"
~subject:"Complaint management"
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Search: subject_exact:"Customer complaints"
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Complaint management
Beschwerdemanagement
101
Dienstleistungsqualität
72
Service quality
72
Customer satisfaction
58
Kundenzufriedenheit
58
Consumer behaviour
51
Konsumentenverhalten
51
Beziehungsmarketing
40
Relationship marketing
40
Customer service
24
Kundenservice
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Emotion
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Service failure
18
Service recovery
14
Dienstleistungssektor
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Service industry
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USA
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United States
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service recovery
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Gastronomie
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Restaurant industry
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Viral marketing
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Virales Marketing
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China
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Gastgewerbe
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Gerechtigkeit
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Hospitality industry
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Hotel industry
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Hotellerie
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Justice
7
service failure
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Mobile communications
6
Mobilkommunikation
6
Service recovery performance
5
Complaints
4
Coping strategy
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Cultural identity
4
Customer integration
4
Kulturelle Identität
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English
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Guchait, Priyanko
6
Jang, Soocheong
6
Mattila, Anna S.
5
Tsarenko, Yelena
5
Gelbrich, Katja
3
McColl-Kennedy, Janet R.
3
Tojib, Dewi
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Brady, Michael K.
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Huey Chern Boo
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Kim, Hyunsu
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Kim, Jong-hyeong
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Larivière, Bart
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Lee, Lindsey
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Luo, Anqi
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MacQuilken, Lisa
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Madera, Juan M.
2
Magnini, Vincent P.
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Meng, Fang
2
Miao, Li
2
Patterson, Paul G.
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Ro, Heejung
2
Robertson, Nichola
2
Roschk, Holger
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So, Kevin Kam Fung
2
Sparks, Beverley
2
Sreejesh, S.
2
Strizhakova, Yuliya
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Taheri, Babak
2
Van Vaerenbergh, Yves
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Vermeir, Iris
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Walsh, Gianfranco
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Wang, Xingyu
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Wei, Wei
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Adler, Howard
1
Albrecht, Arne Keno
1
Ali, Faizan
1
Andajigarmaroudi, Saeed
1
Antonetti, Paolo
1
Ashkanasy, Neal M.
1
Assaf, A. Georges
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European journal of marketing : EJM
International journal of hospitality management
Journal of service research : JSR
Journal of business research : JBR
70
Journal of retailing and consumer services
43
The journal of services marketing
43
Journal of hospitality marketing & management
31
The service industries journal
27
International journal of contemporary hospitality management
20
Journal of the Academy of Marketing Science
20
Service business
20
Psychology & marketing
16
Journal of retailing
15
Journal of service management
14
Managing service quality : MSQ ; an international journal
14
Journal of hospitality & tourism research : JHTR ; the professional journal of the Council on Hotel, Restaurant, and Institutional Education
13
Services marketing quarterly
13
Journal of air transport management
12
Journal of consumer behaviour : an international research review
12
Journal of marketing
12
Marketing letters : a journal of research in marketing
12
SpringerLink / Bücher
12
International journal of consumer studies
11
Journal of service research
11
Journal of marketing management : MM
10
International journal of quality and service sciences
9
Journal of service theory and practice
9
Journal of service theory and practice : JSTP
9
Asia Pacific journal of marketing and logistics
8
Business horizons
8
Erfolgreiches Beschwerdemanagement : Wege zu Prozessverbesserungen und Kundenzufriedenheit
8
Ilmenauer Schriften zur Betriebswirtschaftslehre
8
International journal of production economics
8
Journal of strategic marketing
8
Journal of travel and tourism marketing
8
Tourism management : research, policies, practice
8
Marketing intelligence & planning
7
Reihe: Wissenschaftliche Arbeitspapiere / W / Institut für Marktorientierte Unternehmensführung, Universität Mannheim
7
Total quality management & business excellence : an official journal of the European Society for Organisational Excellence
7
Cogent business & management
6
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ECONIS (ZBW)
101
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1
Customers' intention to compliment and complain via AI-enabled platforms : a self-disclosure perspective
Cai, Ruiying
;
Wang, Yao-Chin
;
Sun, Jie
- In:
International journal of hospitality management
116
(
2024
),
pp. 1-12
Persistent link: https://www.econbiz.de/10014457799
Saved in:
2
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:
3
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:
4
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:
5
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:
6
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:
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
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:
9
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:
10
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
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