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~isPartOf:"Harmony versus conflict in Asian business : managing in a turbulent era"
~isPartOf:"International journal of hospitality management"
~subject:"Airbnb"
~subject:"China"
~subject:"Hospitality industry"
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Search: subject_exact:"Customer complaints"
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Airbnb
China
Hospitality industry
Beschwerdemanagement
56
Complaint management
56
Dienstleistungsqualität
44
Service quality
44
Customer satisfaction
33
Kundenzufriedenheit
33
Beziehungsmarketing
25
Consumer behaviour
25
Konsumentenverhalten
25
Relationship marketing
25
Service failure
16
Customer service
14
Kundenservice
14
Service recovery
12
Gastronomie
11
Restaurant industry
11
Emotion
10
Dienstleistungssektor
7
Gastgewerbe
7
Hotel industry
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Hotellerie
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Service industry
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United States
7
Service recovery performance
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Gerechtigkeit
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Krankenhaus
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Mobile communications
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Mobilkommunikation
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Scenario analysis
3
Szenariotechnik
3
Tourism industry
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Tourismuswirtschaft
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Viral marketing
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Virales Marketing
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Kim, Hyunsu
2
Ro, Heejung
2
So, Kevin Kam Fung
2
Sparks, Beverley
2
Andajigarmaroudi, Saeed
1
Butcher, Ken
1
Cheng, Simone
1
Cheng, Simone C. L.
1
Choi, Youngsoo
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Golmohammadi, Alireza
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Hsu, Cathy H. C.
1
Jahandideh, Behrouz
1
Lai, Pei-Chun
1
Lam, Terry
1
Lee, Yun Lok
1
Li, Mimi
1
Liao, Yingkai
1
Liu, Zhaoping
1
Lu, Lu
1
Meng, Fang
1
Miao, Li
1
Mihalik, Brian J.
1
Mody, Makarand Amrish
1
Moon, Hyoungeun
1
Nguyen Thi Truong Sa
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O'Gorman, Kevin D.
1
Olson, Eric
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Qiu, Shangzhi
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Qomariyah, Alfiyatul
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Wei, Wei
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Harmony versus conflict in Asian business : managing in a turbulent era
International journal of hospitality management
International journal of contemporary hospitality management
6
Journal of hospitality & tourism research : JHTR ; the professional journal of the Council on Hotel, Restaurant, and Institutional Education
3
Nankai business review international
3
Advances in culture, tourism and hospitality research
2
Journal of air transport management
2
Journal of hospitality marketing & management
2
Journal of retailing and consumer services
2
Journal of service research : JSR
2
China economic journal : the official journal of the China Center for Economic Research (CCER) at Peking University
1
International journal of services, economics and management
1
Journal of business research : JBR
1
Journal of consumer behaviour : an international research review
1
Journal of international marketing
1
Journal of travel and tourism marketing
1
Managing service quality : MSQ ; an international journal
1
McCombs Research Paper Series
1
Service business
1
Services marketing quarterly
1
The journal of consumer marketing
1
The journal of services marketing
1
Thunderbird international business review
1
Tourism management : research, policies, practice
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ECONIS (ZBW)
15
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1
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:
2
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:
3
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:
4
Understanding homophily of service failure within the hotel guest cycle : applying NLP-aspect-based sentiment analysis to the hospitality industry
Sann, Raksmey
;
Lai, Pei-Chun
- In:
International journal of hospitality management
91
(
2020
),
pp. 1-13
Persistent link: https://www.econbiz.de/10012389792
Saved in:
5
Complaints and resolutions in a peer-to-peer business model
Moon, Hyoungeun
;
Wei, Wei
;
Miao, Li
- In:
International journal of hospitality management
81
(
2019
),
pp. 239-248
Persistent link: https://www.econbiz.de/10012128338
Saved in:
6
Effectiveness of error management training in the hospitality industry : impact on perceived fairness and service recovery performance
Yao, Sheng
;
Wang, Xingyu
;
Yu, Heyao
;
Guchait, Priyanko
- In:
International journal of hospitality management
79
(
2019
),
pp. 78-88
Persistent link: https://www.econbiz.de/10012012973
Saved in:
7
The integration between service value and service recovery in the hospitality industry : an application of QFD and ANP
Wu, Wann-Yih
;
Qomariyah, Alfiyatul
;
Nguyen Thi Truong Sa
; …
- In:
International journal of hospitality management
75
(
2018
),
pp. 48-57
Persistent link: https://www.econbiz.de/10011944943
Saved in:
8
The effects of acculturation, social distinctiveness, and social presence in a service failure situation
Weber, Karin
;
Sparks, Beverley
;
Hsu, Cathy H. C.
- In:
International journal of hospitality management
56
(
2016
),
pp. 44-55
Persistent link: https://www.econbiz.de/10011520943
Saved in:
9
The Chinese way of response to hospitality service failure : the effects of face and guanxi
Li, Mimi
;
Qiu, Shangzhi
;
Liu, Zhaoping
- In:
International journal of hospitality management
57
(
2016
),
pp. 18-29
Persistent link: https://www.econbiz.de/10011581201
Saved in:
10
Cross-cultural comparison of Chinese and Arab consumer complaint behavior in the hotel context
Jahandideh, Behrouz
;
Golmohammadi, Alireza
;
Meng, Fang
; …
- In:
International journal of hospitality management
41
(
2014
),
pp. 67-76
Persistent link: https://www.econbiz.de/10010403087
Saved in:
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