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~isPartOf:"International journal of consumer studies"
~isPartOf:"International journal of hospitality management"
~isPartOf:"Service business"
~isPartOf:"The service industries journal"
~subject:"Beziehungsmarketing"
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Search: subject_exact:"Customer complaints"
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Beziehungsmarketing
Beschwerdemanagement
113
Complaint management
113
Dienstleistungsqualität
81
Service quality
81
Customer satisfaction
67
Kundenzufriedenheit
67
Relationship marketing
53
Consumer behaviour
47
Konsumentenverhalten
47
Customer service
26
Kundenservice
26
Service failure
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Service recovery
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Emotion
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Viral marketing
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Virales Marketing
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Hotel industry
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Hotellerie
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Service recovery performance
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China
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Customer integration
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Kundenintegration
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Mobile communications
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Mobilkommunikation
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Confidence
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Vertrauen
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service failure
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service recovery
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Hospital
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Jang, Soocheong
3
Mattila, Anna S.
3
Cai, Ruiying
2
Choi, Chang Hwan
2
Huey Chern Boo
2
Kim, Taegoo
2
Lee, Gyehee
2
Lin, Wen-bao
2
Melero-Polo, Iguácel
2
Sreejesh, S.
2
Assaf, A. Georges
1
Balaji, M. S.
1
Bali, Zsofia
1
Cambra-Fierro, Jesus
1
Cambra-Fierro, Jesús
1
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1
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1
Casado-DÃaz, Ana B.
1
Chen, Hsi-Tien
1
Chen, Hsiangting Shatina
1
Chen, Kai
1
Chen, Li-Fei
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Chen, WeiWei
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Cheng, Simone
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Chi, Christina Geng-Qing
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Chih, Wen-Hai
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Choi, Beom Joon
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Chuang, Shih-chieh
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Davoud Nikbin
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Donoghue, Suné
1
Dyussembayeva, Shynar
1
Fan, Alei
1
Fan, Pan
1
Fazili, Asif Iqbal
1
Gao, Yixing
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International journal of consumer studies
International journal of hospitality management
Service business
The service industries journal
Journal of business research : JBR
38
Journal of retailing and consumer services
26
The journal of services marketing
19
Journal of hospitality marketing & management
13
International journal of contemporary hospitality management
11
Journal of service research : JSR
11
Services marketing quarterly
9
Journal of service research
8
Journal of the Academy of Marketing Science
8
Journal of marketing
7
Marketing letters : a journal of research in marketing
7
Business horizons
6
International journal of production economics
6
Journal of retailing
6
Psychology & marketing
6
SpringerLink / Bücher
6
Tourism management : research, policies, practice
6
Journal of consumer marketing
5
Journal of hospitality & tourism research : JHTR ; the professional journal of the Council on Hotel, Restaurant, and Institutional Education
5
Journal of marketing management : MM
5
Journal of travel and tourism marketing
5
Managing service quality : MSQ ; an international journal
5
Marketing intelligence & planning
5
Asia-Pacific journal of business administration
4
Cogent business & management
4
European journal of marketing : EJM
4
International journal of business and economics
4
International journal of quality and service sciences
4
International journal of services and operations management
4
Journal of service management
4
Journal of service theory and practice
4
Journal of strategic marketing
4
Reihe: Wissenschaftliche Arbeitspapiere / W / Institut für Marktorientierte Unternehmensführung, Universität Mannheim
4
Total quality management & business excellence
4
Total quality management & business excellence : an official journal of the European Society for Organisational Excellence
4
Working papers / Institut für Wirtschaftsinformatik der Universität Bern
4
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ECONIS (ZBW)
53
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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
Service failure and service recovery : a hybrid review and research agenda
Sahaf, Taiba Musadiq
;
Fazili, Asif Iqbal
- In:
International journal of consumer studies
48
(
2024
)
1
,
pp. 1-45
Persistent link: https://www.econbiz.de/10014465453
Saved in:
3
What drives customer engagement after a service failure? : the moderating role of customer trust
Honora, Andreawan
;
Chih, Wen-Hai
;
Ortiz, Jaime
- In:
International journal of consumer studies
47
(
2023
)
5
,
pp. 1714-1732
Persistent link: https://www.econbiz.de/10014335594
Saved in:
4
Underscoring trainer's lack of effort or talent in service failure of personal fitness training : customers' negative word-of-mouth response
Park, Sangchul
;
Lee, Hyun-Woo
;
Nite, Calvin
- In:
Service business
17
(
2023
)
4
,
pp. 1025-1050
Persistent link: https://www.econbiz.de/10014504697
Saved in:
5
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:
6
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:
7
Trust fall : data breach perceptions from loyalty and non-loyalty customers
Chen, Hsiangting Shatina
;
Jai, Tun-Min
- In:
The service industries journal
41
(
2021
)
13/14
,
pp. 947-963
Persistent link: https://www.econbiz.de/10012695300
Saved in:
8
Do customers exhibit gratitude after service recovery? : understanding the moderating role of relationship type
Salagrama, Ramakrishna
;
Prashar, Sanjeev
;
Tata, Sai Vijay
- In:
Service business
15
(
2021
)
4
,
pp. 757-779
Persistent link: https://www.econbiz.de/10012794134
Saved in:
9
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:
10
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
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